Network Call Center Administrator's Guide
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297-2183-932
Nortel Contact Center Manager Network Control Center Administrator’s Guide Product release 6.0
Standard 7.03
December 2007
Nortel Contact Center Manager
Network Control Center Administrator’s Guide
Publication number: Product release: Document release: Date:
297-2183-932 6.0 Standard 7.03 December 2007
Copyright © 2007 Nortel Networks. All Rights Reserved. Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Meridian 1 and Contact Center Manager is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach. This page and the following page are considered the title page, and contain Nortel Networks and third-party trademarks.
*Nortel Networks, the Nortel Networks logo, the Globemark, CallPilot, Contivity, DMS, DMS-10, DMS-100, DMS-200, DMS-250, DMS-300, DMS-500, DMS-MTX, DMS-STP, DPN, DPX, Dualmode, Helmsman, ICN, IVR, MAP, Meridian, Meridian 1, Meridian Mail, Meridian SL, Norstar, Optera, Optivity, Passport, Periphonics, SL, SL-1, Succession, Supernode, and Symposium are trademarks of Nortel Networks. CELERON, ITANIUM, INTEL XEON, INTEL INSIDE XEON, PENTIUM, PENTIUM II XEON, and XEON are trademarks of Intel Corporation. ACTIVE DIRECTORY, INTERNET EXPLORER, MICROSOFT, MICROSOFT ACCESS, MSDOS, POWERPOINT, WINDOWS, WINDOWS NT, and WINDOWS XP are trademarks of Microsoft Corporation. REPLICATION SERVER and SYBASE are trademarks of Sybase, Inc.
Contents 1
Getting started New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About the Network Control Center and Network Skill-Based Routing . . . . . How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2
Introduction Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Contact Center Manager network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Introduction to Network Skill-Based Routing . . . . . . . . . . . . . . . . . . . . . . . . Examples. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Retries and filtering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3
NCC configuration overview
9 10 12 14 18 19 21 23
25 26 27 33 37 45
49
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Configuration tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
4
Install Network Skill-Based Routing Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configure the communications database . . . . . . . . . . . . . . . . . . . . . . . . . . . . Upgrade Release 4.x skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Migrate filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
5
NCC Administration
55 56 60 64 65
69
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 Section A: Site management Overview of sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Time zone conversion. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Add a site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Network Control Center Administrator’s Guide
71 72 74 77 v
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Standard 7.03
To change to daylight saving time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 To delete a site from the network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82 To synchronize sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 Section B: Network skillset management Overview of network skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Add a network skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . To delete a network skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
87 88 94 96
Section C: Routing tables and routing table assignments 97 Overview of routing tables and routing table assignments. . . . . . . . . . . . . . . 98 To configure a routing table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99 To configure a routing table assignment. . . . . . . . . . . . . . . . . . . . . . . . . . . . 102 To change the routing table for an assignment . . . . . . . . . . . . . . . . . . . . . . . 106 To delete an assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112 Section D: Historical statistics collection 113 Overview of historical statistics collection. . . . . . . . . . . . . . . . . . . . . . . . . . 114 Configuration of historical statistics collection . . . . . . . . . . . . . . . . . . . . . . 116
6
Administering servers
119
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . To configure MCDN network CDNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . To configure DNIS Network CDNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . To configure Landing Pads for Universal Networking . . . . . . . . . . . . . . . . To configure network communication parameters . . . . . . . . . . . . . . . . . . . . To configure network skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . To monitor and stop filtering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
7
Monitoring network performance
153
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Consolidated Agent Position Status Count. . . . . . . . . . . . . . . . . . . . . . . . . . Consolidated Application display. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Consolidated Skillset display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8
Troubleshooting
154 158 161 165
171
Server cannot route or receive calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Problems with network skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Problems collecting network call-by-call statistics . . . . . . . . . . . . . . . . . . . Times on reports are incorrect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Problems with call routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vi
120 121 124 126 129 141 145
172 174 177 178 179
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Glossary
183
Index
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Contents
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Standard 7.03
Contact Center Manager
Chapter 1
Getting started In this chapter New in this release
10
Overview
12
About the Network Control Center and Network Skill-Based Routing
14
How to use this guide
18
Skills you need
19
Related documents
21
How to get help
23
Network Control Center Administrator’s Guide
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Getting started
Standard 7.03
New in this release The following section details what is new in the Nortel Contact Center Manager Network Control Center Administrator’s Guide (297-2183-932) for release 7.03.
“Features” on page 10
“Other changes” on page 11
Features See the following sections for information about feature changes:
“Universal Networking” on page 10
“CTI Call Attached Data networking” on page 10
Universal Networking Universal Network Skill-Based Routing (UNSBR) is a non-switch specific networking capability introduced in Contact Center 6.0. Universal Networking affects the following sections:
“Call routing” on page 35
“To configure DNIS Network CDNs” on page 124
“To configure Landing Pads for Universal Networking” on page 126
“Dialable DN configuration with Universal Networking” on page 131
“Problems with Landing Pads in Universal Networking” on page 180
CTI Call Attached Data networking Computer Telephony Integration (CTI) Call Attached Data (CAD) networking provides the ability to attach contact-associated data with a call so that it is available for use by CTI applications throughout the course of the call flow. CTI CAD networking affects the following sections:
10
“CTI Call Attached Data networking” on page 15 “Dialable DN configuration for CTI Call Attached data networking” on page 135
Contact Center Manager
December 2007
Getting started
Other changes See the following sections for information about changes that are not featurerelated:
“Landing Pads” on page 11
“Routing Table Assignments” on page 11
Landing Pads To determine the number of Landing Pads that you require, see the Estimating the Number of Trunks and Landing Pads.xls at the Partner Information Center (PIC) at www.nortel.com/pic. For more information about Landing Pads, see “To configure Landing Pads for Universal Networking” on page 126. Routing Table Assignments If you create an assignment from the NCC using a classic client, you must select all network skillsets for the source site and reconfigure the routing tables. For more information, see “To configure a routing table assignment” on page 102.
Network Control Center Administrator’s Guide
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Getting started
Standard 7.03
Overview The Nortel Contact Center Manager Network Control Center Administrator’s Guide provides information about how to implement Network Skill-Based Routing (NSBR) in your contact center. For information about using or administering other tools and features of the Contact Center Manager components, refer to the appropriate document.
Who should read this guide This guide is for Contact Center Manager administrators who are responsible for setting up and maintaining NSBR in a contact center with multiple Contact Center Manager Servers. All servers in the contact center must have Symposium Call Center Server Release 5.0 or Contact Center Manager Server Release 6.0 installed. Types of experience or knowledge that can be useful include:
networking
troubleshooting
configuring Windows 2000 Server or Windows Server 2003
contact center goals and operations
Contact Center Manager Server 6.0 is not supported on Windows 2000 Server.
Access rights This guide assumes that you have the access rights required to perform the procedures in this guide. Because changes made at the Network Control Center (NCC) server affect all sites in the network, access to the NCC must be restricted to administrators who are familiar with NCC operations. For more information about access rights, see the Contact Center Manager Administrator’s Guide.
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Getting started
The process of logging on to the NCC is the same as logging on to any other server in Contact Center Manager. Use Contact Center Manager Administration to manage the NCC server.
Optional features Some features described in this guide are optional. To give you access to features, Nortel supplies a license file. Use this file when you install the Contact Center Manager software. Fields and commands for features that you did not purchase are not visible.
Network Control Center Administrator’s Guide
13
Getting started
Standard 7.03
About the Network Control Center and Network Skill-Based Routing This section provides a summary of the Network Control Center and Network Skill-Based Routing (NSBR)
Network Control Center The Network Control Center (NCC) is a server in the Contact Center Manager network. However, unlike the other Contact Center Manager Servers, the NCC is not connected to a telephony switch, and it performs no call routing or processing. Instead, the NCC:
manages communication between servers
propagates configuration information
validates servers
collects network call-by-call statistics (statistics recording call events occurring at the destination site) produces network consolidated historical reports, network call-by-call statistics, and configuration reports
If the NCC goes down, calls are still routed between sites in the network. However, no network call-by-call data is transferred to the NCC, and you cannot create, delete, or edit network skillsets, sites, or routing tables.
Network Skill-Based Routing Network Skill-Based Routing (NSBR) is an optional feature offered with Contact Center Manager. You can use this feature to route calls to different sites on the network.
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Contact Center Manager
December 2007
Getting started
Universal Networking Universal Network Skill-Based Routing (UNSBR) is a non-switch specific networking capability introduced in Contact Center 6.0. Unlike the existing Network Skill-Based Routing (NSBR), UNSBR does not require a proprietary networking protocol such as MCDN or a telephony switch-specific feature support such as NACD. The Longest Idle Agent, Average Speed Answer, and Local Node Inclusion features are supported with UNSBR. In Release 6.0, Contact Center Manager supports networking between different telephony switch types, including the following:
Meridian 1 PBX
Communication Server 1000
Communication Server 2000
Communication Server 2100
DMS
Meridian SL-100
With Universal Networking, it also possible to network two or more Communication Server 2x00/DMS telephony switches. To facilitate networking between these different telephony switch types, Contact Center Manager introduces the concept of Landing Pads. A Landing Pad identifies the call that is sent to a target site. The target site reserves a Landing Pad for the call ID at the source site. The source site then requests the telephony switch to send the call to the Landing Pad. When the call arrives on the Landing Pad at the target site, the Contact Center Manager Server maps the call to the original call ID at the source to determine to which agent to present the call. Landing Pads can be either CDNs or DNISs.
CTI Call Attached Data networking Computer Telephony Integration (CTI) Call Attached Data (CAD) networking provides the ability to attach contact-associated data with a call so that it is available for use by CTI applications throughout the course of the call flow. CTI CAD networking includes: Network Control Center Administrator’s Guide
15
Getting started
Standard 7.03
calls that are networked under script control from source to target servers, and then to agents calls that agents transfer or conference through a CTI application
CTI applications can modify the call-attached data.
Network Control Center maintenance At the Network Control Center (NCC), you create and maintain the following elements to ensure effective Network Skill-Based Routing:
sites
network skillsets
routing tables
routing table assignments
In addition, you configure the number of days that the NCC stores network callby-call statistics.
Administration of the servers To set up Network Skill-Based Routing on your Contact Center Manager network, you must configure each of the servers in your network. At each server, configure:
a MCDN network CDN on which incoming network calls are received (if Universal Networking is not applicable and the telephony switch is a Communication Server 1000/Meridian 1 PBX) Landing Pads (if Universal Networking is applicable) a DNIS Network CDN (if Universal Networking is applicable and a DNIS Landing Pad is used)
communication parameters
network skillsets
After you configure your servers, monitor them regularly to make sure that they are communicating properly.
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Getting started
For more information about Universal Networking, see “Universal Networking” on page 15.
Network performance monitoring You can use the following network consolidated real-time displays at the NCC to monitor network performance:
Consolidated Agent Position Status Count
Consolidated Application Display
Consolidated Skillset Display
Network Control Center Administrator’s Guide
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Getting started
Standard 7.03
How to use this guide This guide includes procedures for:
installing Network Skill-Based Routing
administering the NCC
administering servers
monitoring network performance
troubleshooting
Where to start The following table lists where in the guide to find information about Network Skill-Based Routing, administering the NCC and associated servers, monitoring network performance, and troubleshooting.
18
For more information about
See
Installing Network Skill-Based Routing
“Install Network Skill-Based Routing” on page 55
Managing sites
“Site management” on page 71
Managing network skillsets
Section B: “Network skillset management,” on page 87
Managing routing tables and assignments
Section C: “Routing tables and routing table assignments,” on page 97
Configuring historical statistics collection
Section D: “Historical statistics collection,” on page 113
Administering servers
“Administering servers” on page 119
Monitoring Network Performance
“Monitoring network performance” on page 153
Troubleshooting
“Troubleshooting” on page 171
Contact Center Manager
December 2007
Getting started
Skills you need This section describes the skills, experience, and knowledge recommended to use and administer Network Skill-Based Routing in a Network Control Center.
Nortel product knowledge Knowledge of, or experience with, the following Nortel products is helpful when administering Network Skill-based routing:
Network Skill-Based Routing
Contact Center Manager Server or Symposium Call Center Server
the applicable switch platform Nortel Meridian 1 PBX or Nortel Communication Server 1000 (CS 1000) Communication Server 2x00/DMS (unless otherwise stated, references to CS2x00/DMS also apply to SL-100, Nortel Communication Server 2000, and Nortel Communication Server 2100) CallPilot, Meridian Mail, or a third-party voice processing-system
CallPilot is available for deployment on the CS 1000/Meridian 1 and CS 2x00/ DMS switch family but has voice-processing interoperability, for example GIVE IVR treatment, with the CS 1000/Meridian 1 switch only. If CallPilot is installed on a CS2x00/DMS switch, you can use it for menuing and routing to Contact Center Manager Server, but for GIVE IVR functionality in this environment, an interactive voice response (IVR) system (Nortel MPS 500/ 1000) is required.
PC experience or knowledge Knowledge of, or experience with, the following PC products is helpful when you administer Contact Center Manager Server:
Microsoft Windows XP Professional SP1
Windows 2000 Professional
Windows Server 2003 Standard Edition
Network Control Center Administrator’s Guide
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Getting started
Standard 7.03
Windows Server 2003 Enterprise Edition
Other experience or knowledge Other experience or knowledge of use to you includes:
20
analytical skills knowledge of your contact center organizational structure and your contact center objectives
Contact Center Manager
December 2007
Getting started
Related documents The following guides are available on the Contact Center portfolio DVD or on the Nortel Web site (www.nortel.com). For information about See the
NTP number
Planning and Nortel Contact Center Planning and engineering guidelines, Engineering Guide and server requirements Nortel Contact Center Manager CapTool User’s Guide
297-2183-934
The Contact Center portfolio
Contact Center What’s New in Release 6.0
297-2183-903
Required installation and server data
Contact Center Installer’s Roadmap (see the Partner Information Center [PIC] at www.nortel.com)
297-2183-226
Switch configuration
Nortel Contact Center Communication Server 1000/ Meridian 1 and Voice Processing Guide
297-2183-931
Nortel Contact Center Manager Switch Guide for Communication Server 2X00/DMS
297-2183-937
297-2183-935
Server operating system Contact Center Manager Server configuration and Technical Requirements and requirements Operating System Configuration Guide
297-2183-212
Contact Center Manager Server Technical Requirements and Operating System Configuration Guide for the coresident server
297-2183-944
Network Control Center Administrator’s Guide
21
Getting started
For information about See the
NTP number
Installation, upgrades, migration, and maintenance
Contact Center Manager Server Installation and Maintenance Guide
297-2183-925
Contact Center Manager Administration Installation and Maintenance Guide
297-2183-926
Nortel Contact Center Manager Scripting Guide for Communication Server 1000/Meridian 1 PBX
297-2183-930
Nortel Contact Center Manager Scripting Guide for Communication Server 2X00/DMS
297-2183-936
Nortel Contact Center Manager Database Integration User Guide
297-2183-940
Contact Center Manager Administrator’s Guide
297-2183-927
Scripting
Administering contact centers
22
Standard 7.03
Contact Center Manager
December 2007
Getting started
How to get help This section explains how to get help for Nortel products and services. However, before contacting Nortel for support, consult the Troubleshooting section of this guide.
Finding the latest updates on the Nortel Web site The content of this documentation was current at the time the product was released. To check for updates to the latest documentation and software for Contact Center 6.0, click one of the following links: Link to
Takes you directly to
Latest software
The Nortel page for Contact Center located at www.nortel.com/espl.
Latest documentation The Nortel page for Contact Center documentation located at www.nortel.com/documentation
Getting help from the Nortel Web site The best way to get technical support for Nortel products is the Nortel Support Web site: www.nortel.com/support This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. From this site, you can:
download software and related tools
download technical documents, release notes, and product bulletins
sign up for automatic notification of new software and documentation
search the Support Web site and Nortel Knowledge Base for answers to technical issues open and manage technical support cases
Network Control Center Administrator’s Guide
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Getting started
Standard 7.03
Getting help over the phone from a Nortel Solutions Center If you do not find the information your require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center. In North America, call 1-800-4NORTEL (1-800-466-7835). Outside North America, go to the following Web site to obtain the phone number for your region: www.nortel.com/callus
Getting help from a specialist by using an Express Routing Code You can use an Express Routing Code (ERC) to more quickly route your call to the appropriate support specialist. To locate the ERC for your product or service, go to: www.nortel.com/erc
Getting help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller, you can contact the technical support staff for that distributor or reseller.
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Contact Center Manager
Chapter 2
Introduction In this chapter Overview
26
Contact Center Manager network
27
Introduction to Network Skill-Based Routing
33
Examples
37
Retries and filtering
45
Network Control Center Administrator’s Guide
25
Introduction
Standard 7.03
Overview This chapter describes a networked Contact Center and how the Network SkillBased Routing feature routes calls between sites (with examples). It also includes a section about retries and filtering, with examples.
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Introduction
Contact Center Manager network The following illustration is an example of a Contact Center Manager network.
Sites The network can contain up to 30 sites. A site is a location in the network with a telephony switch and a Contact Center Manager Server. The server connects to the telephony switch through the embedded LAN (ELAN) subnet. In addition, each site has client PCs, which are used to configure and monitor the contact center. The client PCs communicate with the server over the Nortel server subnet. Network Control Center Administrator’s Guide
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Introduction
Standard 7.03
Telephony switch The telephony switch is the hardware and software that receives incoming calls and routes them to their destination. The following types of telephony switches are supported in a networking environment:
Communication Server 1000
Communication Server 2000
Communication Server 2100
DMS
Meridian 1 PBX
Meridian SL-100
Throughout the remainder of this guide:
All references to Meridian 1 PBX and Communication Server 1000 are represented as Communication Server 1000/Meridian 1 PBX or as CS 1000/Meridian 1. All references to Communication Server 2000, Communication Server 2100, DMS, and SL-100 are represented as Communication Server 2x00/ DMS or as CS 2x00/DMS.
Contact Center Manager Server The server is the computer that controls the routing of calls and stores data, including configuration data and historical statistics. At each server, you must configure the dialable directory number (DN) for every other site in the network. After you configure the dialable DN for a remote site, your server can route calls to that site. For information about configuring the dialable DN for a site that is on a Universal Networking–enabled server, see “Dialable DN configuration with Universal Networking” on page 131.
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Contact Center Manager
December 2007
Introduction
Network Control Center The Network Control Center (NCC) is a server in the Contact Center Manager network. However, unlike the other Contact Center Manager Servers, the NCC is not connected to a telephony switch, and it performs no call routing or processing. Instead, the NCC:
manages communication between servers
propagates configuration information
validates servers
collects network call-by-call statistics (statistics recording call events occurring at the destination site) produces consolidated, network call-by-call, and configuration reports
If the NCC goes down, calls are still routed between sites in the network. However, no network call-by-call data is transferred to the NCC, and you cannot create, delete, or edit network skillsets, sites, or routing tables. Management of communication between servers The NCC contains a database listing all the servers in the network, their IP addresses, and their statuses. When the configuration changes, the NCC sends the new configuration information to each server. Each server reports to the NCC regularly (every 5 minutes) to let the NCC know that it is accessible. For more information about setting up the communication database, see Chapter 4, “Install Network Skill-Based Routing.” Configuration of Network Skill-Based Routing From the NCC, you must perform these tasks to enable NSBR:
configure sites—servers to which network calls are presented
configure network skillsets—skillsets shared by all sites in the network
configure routing tables—the tables that determine the order of sites to which a call is presented
When you create or modify this configuration information, it is propagated to all servers in the network.
Network Control Center Administrator’s Guide
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Introduction
Standard 7.03
Propagation of NSBR configuration information The NCC uses the Nortel server subnet to propagate the configuration information (network skillsets, sites, and routing tables) to each server in the network
when that server comes up when communication with a server is reestablished after the server becomes inaccessible
Call processing has a higher priority than synchronization of network information. This ensures that customer service is not disrupted by propagation of configuration information. Validation of servers Servers communicate with the NCC regularly to let the NCC know that they are available on the network. When a server attempts to communicate with the NCC, the NCC verifies that the server is defined in the NCC database. Network call-by-call statistics Optionally, you can use the network call-by-call feature. If you enable this feature for an application, each site in the network collects call-by-call statistics for incoming network calls processed by that application, and sends this information to the NCC every 15 minutes. The NCC stores the call-by-call statistics for use in network call-by-call reports. ATTENTION
Network call-by-call events are delivered to the NCC over the Nortel server subnet. If you use this option, ensure that your network is provisioned to support the resulting traffic. If the NCC is not accessible, network call-by-call data is stored at the destination server until the NCC becomes available again. If the destination server runs out of disk space before the NCC becomes available, the destination server overwrites the oldest network call-by-call data file with the new file.
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Introduction
Producing reports From a client PC connected to the NCC, you can generate the following types of reports:
consolidated reports—Use these reports to report on application or skillset performance across the network. network call-by-call reports—Use these reports to report on all events relating to networked calls. configuration reports—Use these reports to view the setup of the NCC.
Ensure that your network is provisioned to support the traffic generated by consolidated, network call-by-call, and configuration reports. For more information, see the Contact Center Planning and Engineering Guide.
ELAN subnet The ELAN subnet is a dedicated Ethernet TCP/IP LAN that connects a Contact Center Manager Server and other application servers with a telephony switch. The ELAN subnet must connect to the Nortel server subnet through only one router.
Nortel server subnet In a Contact Center Manager Server networking environment, the Nortel server subnet is used for:
interserver communication NCC communication with Contact Center Manager Server (call-by-call event data and consolidated report from the servers to the NCC) communication between Contact Center Manager Servers (transmission of agent reservation requests and configuration data)
The Nortel server subnet must connect to the ELAN subnet through only one router and must be provisioned for bandwidth and robustness.
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WAN The wide area network (WAN) typically connects two or more local area networks (LAN) at multiple locations.
Routers The router connects two or more subnets. At each site, the Nortel server subnet connects to an ELAN subnet through only one router.
NACD The Communication Server 1000/Meridian 1 PBX telephony switches communicate over the telephony network using network automatic call distribution (NACD).
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Introduction to Network Skill-Based Routing Network Skill-Based Routing (NSBR) is an optional feature offered with Contact Center Manager. You can use this feature to route calls to different sites on the network. This section describes how the NSBR feature routes calls between sites.
Network skillsets Network skillsets are created at the NCC and then propagated to all of the servers in the network. If a server has a local skillset with the same name as a network skillset, the network skillset replaces the local skillset. For example, BestAir’s Toronto server has a skillset named Sales. When the NCC administrator creates a network skillset named Sales, the Sales skillset at BestAir Toronto becomes a network skillset. However, scripts are not automatically updated to route calls to the network. Calls routed to the network skillset (Sales) continue to be queued locally. To route calls for Sales to other sites, you must add the script command Queue To Network Skillset Sales. For more information about editing scripts on a CS 1000/Meridian 1 telephony switch, see the Nortel Contact Center Manager Scripting Guide for Communication Server 1000/Meridian 1 PBX. For more information about editing scripts on a CS 2x00/DMS telephony switch, see the Nortel Contact Center Manager Scripting Guide for Communication Server 2X00/DMS.
Call queuing When the server at the originating site receives a call, it initiates the Master_Script. The Master_Script—and any primary or secondary scripts it initiates—processes the call. To implement NSBR, the scripts use a Queue To Network Skillset script command. This command instructs the server to queue the call to up to 20 destination sites (plus, optionally, the source site), as defined in the routing table for the network skillset. For more information about routing tables, see “Routing tables and routing table assignments” on page 97.
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A Contact Center Manager network can contain 30 destination sites. However, calls can be queued to a maximum of 20 sites.
Selecting a destination site You can choose a destination site in one of the following ways: First back If you choose this option, the server routes the call to the first site from which it receives an agent reservation notification. Because the server does not wait to hear from slower sites, but queues calls to the site that responds the fastest, calls are answered more quickly with this method. Longest idle agent The server waits a configurable amount of time. During this time, the server examines the agent reservation notifications received from the other sites to identify the reserved agents with the highest priority for the skillset, and to determine which of these high-priority agents is idle for the longest time. The server then routes the call to the site with the longest idle agent. This method helps distribute call load across the network. If you choose this method, you can add only servers running Symposium Call Center Server Release 5.0 or later to the routing table for the network skillset. Average speed of answer The server waits a configurable amount of time. During this time, the server examines the agent reservation notifications received from the other sites:
to identify the reserved agents with the highest priority for the skillset to determine which of these agents with the fastest average speed of answer for the skillset is at the site
The server then routes the call to the site with the fastest average speed of answer. This method distributes calls for a given skillset to the most efficient sites in the network.
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If you choose this method, you can add only servers running Symposium Call Center Server Release 5.0 or later only to the routing table for the network skillset.
Call routing The call routing process differs depending on the type of networking in place. MCDN NSBR Networking This configuration is for a CS 1000/Meridian 1 telephony switch communicating with another CS 1000/Meridian 1 telephony switch. The originating server instructs the telephony switch to route the call to the destination site. The originating server provides the configurable dialable DN at which the destination site can be reached. The dialable DN used to route NSBR calls to a destination site must be a CDN configured as an MCDN Network CDN on the destination Contact Center Manager Server. The telephony switch uses NACD (the dialing plan) to send the call to the dialable DN at the target site. Universal Networking If you have Universal Networking enabled, use one of the following Landing Pad types:
CDN Landing Pads—The originating server requests a Landing Pad from the destination server. The destination server reserves a Landing Pad acquired by Contact Center Manager Server and sends the originating server the Landing Pad number. The originating server combines the Landing Pad number with the dialing plan information for the destination site and passes the information to the originating telephony switch. The telephony switch routes the call to the Landing Pad at the destination site. DNIS Landing Pads—The originating server requests a Landing Pad from the destination server. The destination server reserves a Landing Pad and sends the originating server the Landing Pad number. The originating server combines the Landing Pad number with the dialing plan information for the destination site and passes the information to the originating telephony switch. The originating telephony switch routes the call using the DNIS Landing Pad to the DNIS Network CDN at the destination site.
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For more information about Landing Pads, see “Universal Networking” on page 15. After the call is routed After the call is routed, the originating server cancels agent reservations at all other sites. The script at the source site terminates its control of the call, and the Network_Script at the destination site assumes control. If the reserved agent becomes unavailable after the call is routed (for example, if the agent logs off), the call is removed from the skillset queue and the Network_Script assumes control over it.
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Examples The examples in this section involve a fictional company, BestAir, which has servers in Toronto, Boston, Dallas, and San Francisco. The example illustrates what happens when a call arrives at the Toronto telephony switch. The examples are applicable for all networking configurations.
Example 1: First back (default configuration) In this example, calls are routed to the first server to respond with an agent reservation notification. The Queue to Network Skillset command does not queue calls to the local node. A separate Queue to Skillset command queues calls locally to minimize the communication cost and to maximize the speed of an answer. When the call arrives, the following script is executed: QUEUE TO SKILLSET Bookings WAIT 2 QUEUE TO NETWORK SKILLSET Bookings WAIT 4 The following graphic illustrates the events that occur when the preceding script is executed.
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Caller
Switch
Switch NACD *
ELAN subnet Bookings (skillset)
Toronto server
Busy agent
Busy agent
WAN
ELAN subnet Boston server
Bookings (skillset)
Busy agent
Free agent G101332
* Only required for MCDN NSBR networking. Not required if Universal Networking is enabled.
The script logic results in the following events:
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1.
The Toronto server queues the call to the Bookings skillset in Toronto. No agents are currently available.
2.
The Toronto server uses the WAN to queue the call to the Bookings skillset at the Boston, Dallas, and San Francisco servers.
3.
The Boston server reserves an agent assigned to the Bookings skillset and (again using the WAN) notifies the Toronto server that the agent is reserved. (Shortly afterwards, the San Francisco and Dallas servers send agent reservation notices to the Toronto server.)
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4.
If Universal Networking is enabled and configured between Toronto and Boston, Toronto requests and receives a Landing Pad from Boston.
5.
The Toronto server uses the ELAN subnet to instruct the Toronto telephony switch to route the call to the Boston telephony switch. It sends agent reservation cancellations to the Dallas and San Francisco servers.
6.
The Toronto telephony switch transfers the call to the Boston telephony switch.
7.
The Boston telephony switch presents the call to the reserved agent.
The call is routed to Boston because the agent reservation from the Boston server arrives first.
Example 2: Longest idle agent In this example, calls are routed to the site with the agent with the greatest idle time. (All of the sites in the BestAir network are configured to interpret idle time as idle time since the last Contact Center Manager or ACD call.) The network skillset at the source node is configured to include local node. The Longest Idle Agent/Include local node configuration helps distribute the call load among all the agents in the network. When the call arrives at the Toronto telephony switch, the following script is executed: QUEUE TO NETWORK SKILLSET Bookings WAIT 4 The script logic results in the following events: 1.
The Toronto server queues the call to the Bookings skillset at the Toronto, Boston, Dallas, and San Francisco servers. (It uses the Nortel Server subnet and WAN to communicate with Boston, Dallas, and San Francisco.) It waits the configured amount of time (the default is 1 second) for responses from these servers.
2.
The Toronto server reserves an agent and sends itself an agent reservation notice. The reservation notice includes the agent’s idle time (4 seconds) and priority (1).
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3.
The Boston server reserves an agent assigned to the Bookings skillset and (using the WAN) notifies the Toronto server that the agent is reserved. The reservation notice includes the agent’s idle time (3 seconds) and priority (1). The Toronto server cancels the reservation of the Boston agent because the Boston agent has a lower idle time than the Toronto agent.
4.
The Dallas server reserves an agent and notifies the Toronto server. The reservation notice includes the agent’s idle time (5 seconds) and priority (1). The Toronto server cancels the reservation of the Toronto agent because the Dallas agent has a higher idle time than the Toronto agent.
5.
The San Francisco server reserves an agent and notifies the Toronto server. The reservation notice includes the agent’s idle time (10 seconds) and priority (1). The Toronto server cancels the reservation of the Dallas agent because the San Francisco agent has a higher idle time than the Dallas agent.
6.
If Universal Networking is enabled and configured between Toronto and San Francisco, Toronto requests and receives a Landing Pad from San Francisco.
7.
The Toronto server uses the ELAN subnet to instruct the Toronto telephony switch to route the call to the San Francisco telephony switch, which has the longest idle agent.
8.
The Toronto telephony switch transfers the call to the San Francisco telephony switch.
9.
The San Francisco telephony switch presents the call to the reserved agent.
Because the priorities of all the agents are identical, the call is routed to the longest idle agent, in San Francisco. If one of the agents has a higher priority for the skillset, the call is routed to that agent, regardless of idle time. When the server receives an agent reservation notice for an agent with a higher priority than previously received, it cancels all previously reserved agents.
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Example 3: Average speed of answer In this example, calls are routed to the site with the lowest average speed of answer (that is, fastest average time of answer) for the network skillset. The Queue to Network Skillset command queues calls to the local node, as well as to remote nodes, because the local site configured the network skillset to include local node. The Average Speed of Answer/Include local node configuration helps route calls to the most efficient site. When a call arrives at the Toronto telephony switch, the following script is executed: QUEUE TO NETWORK SKILLSET Bookings WAIT 4 The script logic results in the following events: 1.
The Toronto server queues the call to the Bookings skillset at the Toronto, Boston, Dallas, and San Francisco servers. (It uses the Nortel Server subnet and WAN to communicate with Boston, Dallas, and San Francisco.) It waits the configured amount of time (the default is 1 second) for responses from these servers.
2.
The Toronto server reserves an agent and sends itself an agent reservation notice. The reservation notice includes the agent’s priority (1) and the skillset’s average speed of answer (6 seconds).
3.
The Boston server reserves an agent assigned to the Bookings skillset and (using the WAN) notifies the Toronto server that the agent is reserved. The reservation notice includes the agent’s priority (1) and the skillset’s average speed of answer (8 seconds). Because the agent priorities are equal, and the Boston server has a slower average speed of answer than the Toronto server, the Toronto server cancels the reservation of the Boston agent.
4.
The Dallas server reserves an agent and notifies the Toronto server. The reservation notice includes the agent’s priority (1) and the skillset’s average speed of answer (5 seconds). Because the Dallas server has a faster speed of answer than the Toronto server, the Toronto server cancels the reservation of the Toronto agent.
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5.
The San Francisco server reserves an agent and notifies the Toronto server. The reservation notice includes the agent’s priority (1) and the skillset’s average speed of answer (10 seconds). Because the San Francisco server has a slower average speed of answer than the Dallas server, the Toronto server cancels the reservation of the San Francisco agent.
6.
If Universal Networking is enabled and configured between Toronto and Dallas, Toronto requests and receives a Landing Pad from Dallas.
7.
The Toronto server uses the ELAN subnet to instruct the Toronto telephony switch to route the call to the Dallas telephony switch, which has the fastest average speed of answer.
8.
The Toronto telephony switch transfers the call to the Dallas telephony switch.
9.
The Dallas telephony switch presents the call to the reserved agent.
Example 4: Longest idle agent with different agent priorities As in Example 2, the network skillset (Bookings) is configured to route calls to the site with the agent who has the greatest idle time, and the skillset is configured to include the local node. However, in this example, the agents at the responding nodes have different priorities for the skillset. When the call arrives at the Toronto telephony switch, the following script is executed: QUEUE TO NETWORK SKILLSET Bookings WAIT 4 The script logic results in the following events:
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1.
The Toronto server queues the call to the Bookings skillset at the Toronto, Boston, Dallas, and San Francisco servers. (It uses the Nortel Server subnet and WAN to communicate with Boston, Dallas, and San Francisco.) It waits the configured amount of time (the default is 1 second) for responses from these servers.
2.
The Toronto server reserves an agent and sends itself an agent reservation notice. The reservation notice includes the agent’s idle time (4 seconds) and priority (1). Contact Center Manager
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3.
The Boston server reserves an agent assigned to the Bookings skillset and (using the WAN) notifies the Toronto server that the agent is reserved. The reservation notice includes the agent’s idle time (3 seconds) and priority (1). The Toronto server cancels the reservation of the Boston agent because the Boston agent has a lower idle time than the Toronto agent.
4.
The Dallas server reserves an agent and notifies the Toronto server. The reservation notice includes the agent’s idle time (5 seconds) and priority (2). The Toronto server cancels the reservation of the Dallas agent because the Dallas agent has a lower priority than the Toronto agent.
5.
The San Francisco server reserves an agent and notifies the Toronto server. The reservation notice includes the agent’s idle time (10 seconds) and priority (2). The Toronto server cancels the reservation of the San Francisco agent because the San Francisco agent has a lower priority than the Toronto agent.
6.
The Toronto server uses the ELAN subnet to instruct the telephony switch to present the call to the Toronto agent because, of the two agents with the highest priority (1), this agent has the highest idle time.
7.
The Toronto telephony switch presents the call to the Toronto agent.
Although Universal Networking may be enabled on the Toronto server, no Landing Pad is required for this example because the call is routed locally. Landing Pads are required only for Universal Networking calls that are routed remotely, as in the previous examples.
Example 5: Longest idle agent with no available agents As in Example 2, the network skillset (Bookings) is configured to route calls to the site with the agent who has the greatest idle time, and the skillset is configured to include the local node. However, in this example, no agents are available when the agent reservation request arrives at the destination nodes. When the call arrives at the Toronto telephony switch, the following script is executed: QUEUE TO NETWORK SKILLSET Bookings WAIT 4 The script logic results in the following events: Network Control Center Administrator’s Guide
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1.
Standard 7.03
The Toronto server queues the call to the Bookings skillset at the Toronto, Boston, Dallas, and San Francisco servers. (It uses the Nortel Server subnet and WAN to communicate with Boston, Dallas, and San Francisco.) It waits the configured amount of time (the default is 1 second) for responses from these servers. No agents are available at the end of the wait time, so the server continues to wait.
2.
An agent becomes available at the Boston server. The Boston server reserves the agent and notifies the Toronto server. The reservation notice includes the agent’s idle time (2 seconds) and priority (2).
3.
If Universal Networking is enabled and configured between Toronto and Dallas, Toronto requests and receives a Landing Pad from Dallas.
4.
The Toronto server uses the ELAN subnet to instruct the Toronto telephony switch to route the call to the Boston telephony switch.
5.
The Toronto telephony switch transfers the call to the Boston telephony switch.
6.
The Boston telephony switch presents the call to the reserved agent.
If agents become available at the other servers, the other servers send agent reservation notifications to the Toronto server. The Toronto server then cancels these agent reservations because the call is already routed to another site.
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Retries and filtering Filtering temporarily removes from the routing tables any sites that are not accepting routed calls. Before the telephony switch presents a call to a reserved agent, if the originating server determines that it cannot route the call to the destination site, the originating server: 1.
cancels the agent reservation
2.
cancels the Landing Pad (if Universal Networking is enabled)
3.
queues the call to the next group of destination sites configured in the routing table
4.
filters the destination site from all routing tables for a configurable period (Retry Timer)
After this period elapses, the server again begins queuing calls to the destination site. Each time a route attempt fails, the server filters the destination site from its routing table. After a configurable number of failed attempts (Number of Retries), the server filters the destination site from its routing table for another configurable period (Filter Timer). The originating site does not attempt to queue calls for that skillset to that site until the filter timer elapses or until a user manually stops filtering the site. Example 1 1.
BestAir Toronto receives a call for the Bookings skillset, which is a network skillset.
2.
Toronto uses the routing table for the skillset to queue the call to BestAir Boston.
3.
Boston reserves an agent and notifies Toronto.
4.
Toronto routes the call to Boston, and Toronto cancels all other agent reservations held at other sites.
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Standard 7.03
The route attempt fails because all trunks are busy at Boston. The Toronto server filters Boston out of all of its routing tables and queues the call again. (The server does not cancel existing requests to Boston.) If all sites are filtered, control returns to the source script.
6.
If Universal Networking is enabled and configured between Toronto and Boston, Toronto cancels the Landing Pad on Boston.
7.
In the next 5 seconds (Retry Timer = 5 seconds), Toronto receives several more calls for skillsets at Boston, but it does not attempt to queue these calls to Boston.
8.
After 5 seconds elapse, Toronto receives another call for Bookings and no local agent is available.
9.
Toronto attempts to queue this call to Boston. Again, an agent is reserved, but the call cannot be routed.
10. After one more failed attempt (Number of Retries = 3), Toronto cancels all requests to Boston and filters Boston from all its routing tables for 1 hour (Filter Timer = 1 hour). That is, not only does it filter Boston from the routing table for Bookings, but it also filters Boston from the routing tables for all other network skillsets. 11. After an hour elapses (Filter Timer = 1 hour), BestAir Toronto again begins attempting to queue calls to Boston. Example 2 (with Universal Networking)
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1.
BestAir Toronto receives a call for the Bookings skillset, which is a network skillset.
2.
Toronto uses the routing table for the skillset to queue the call to BestAir Boston.
3.
Boston reserves an agent and notifies Toronto.
4.
Toronto requests a Landing Pad from Boston.
5.
Boston informs Toronto that it has no idle Landing Pads available.
6.
In the next 5 seconds (Retry Timer = 5 seconds), Toronto receives several more calls for skillsets at Boston, but it does not attempt to queue these calls to Boston. Contact Center Manager
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7.
After 5 seconds elapse, Toronto receives another call for Bookings, and no local agent is available.
8.
Toronto attempts to queue this call to Boston. Again, an agent is reserved, but the call cannot be routed.
9.
After one more failed attempt (Number of Retries = 3), Toronto cancels all requests to Boston and filters Boston from all its routing tables for 1 hour (Filter Timer = 1 hour). That is, not only does it filter Boston from the routing table for Bookings, but it also filters Boston from the routing tables for all other network skillsets.
10. After 1 hour elapses (Filter Timer = 1 hour), BestAir Toronto again begins attempting to queue calls to Boston.
Maximum queue size If the total number of network calls queued for a skillset at the destination site exceeds the maximum queue size defined for the skillset (Call Request Queue Size), then the site is filtered out of the routing table for that skillset. Filtering continues until the number of queued calls decreases by a configurable amount (Flow Control Threshold). You can use this feature to limit the number of requests to a particular destination site for that skillset. If the source site is using sequential routing, when the maximum queue size is reached and the destination site is filtered from the routing table, the source site must queue calls to a different site. Example BestAir Toronto attempts to queue a call for the Bookings skillset to BestAir Boston. However, Boston already has 50 calls (the Maximum Queue Size) queued for the skillset, so the Boston server rejects the request to queue the call. BestAir Toronto filters BestAir Boston from the routing table for this skillset. Boston is not filtered from the routing tables for other skillsets. When the number of calls queued to Boston for the Bookings skillset decreases by 10 (the Flow Control Threshold)—that is, when calls queued to the Bookings skillset drop to 40—Boston notifies Toronto. Toronto again attempts to queue calls for this skillset to Boston.
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Out-of-service skillset at the destination site If a skillset at the destination site is out of service—for example, if no agents with the skillset are logged on, or if the skillset is put into transition or night mode manually—then the destination site rejects the agent reservation request, and the originating site filters the destination site out of the routing table for the skillset. If a skillset at the destination site goes out of service after an agent is reserved but before the call is routed, the server cancels the agent reservation and waits for an agent reservation from one of the other sites to which the call is queued. If a skillset at the destination site goes out of service after a call is routed to the destination site, the call is removed from the skillset queue and the Network_Script assumes control over it. You can use the Queued intrinsic in the Network_Script to detect unqueued calls. The Network_Script must provide treatments for unqueued calls.
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NCC configuration overview In this chapter Overview
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Configuration tasks
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Standard 7.03
Overview This chapter describes factors you must consider when setting up Network SkillBased Routing. It also provides a summary of the procedures required for installation and configuration.
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Configuration tasks To implement Network Skill-Based Routing (NSBR) with a CS 1000/Meridian 1 telephony switch or with a CS 2x00/DMS telephony switch, you must perform the following configuration and setup tasks.
1
Complete the following tasks
For more information, see
If on a CS 1000/Meridian 1 telephony switch, configure the following elements:
Nortel Contact Center Communication Server 1000/Meridian 1 and Voice Processing Guide
NACD (not required for Universal Networking) a CDN for the server to use as an MCDN Network CDN (not required for Universal Networking) Landing Pads (required for Universal Networking only) a dialing plan to facilitate call routing between the telephony switches
OR If on a CS2x00/DMS telephony switch, configure the following elements:
Landing Pads
Nortel Contact Center Manager Switch Guide for Communication Server 2X00/ DMS
a dialing plan to facilitate call routing between the telephony switches a CDN for the server to use as a DNIS Network CDN (required if the server uses DNIS Landing Pads)
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2
3
Standard 7.03
Complete the following tasks
For more information, see
Install Contact Center Manager Server at each site. (Each server must have either Symposium Call Center Server Release 5.0 or Contact Center Manager Server Release 6.0 installed.)
Contact Center Manager Server Installation and Maintenance Guide or
Nortel Contact Center Manager Server Installation and Maintenance Guide for Install the Network Control Center (NCC). the Co-resident Server
4
On the NCC, configure the communications Chapter 4, “Install Network Skill-Based database and verify that the database is Routing” distributed to the servers.
5
At the NCC, add access classes.
6
At the NCC, add Contact Center Manager Administration users.
7
At the NCC, add the sites.
8
Contact Center Manager Administrator’s Guide
“Add a site” on page 77
Wait (at least 5 minutes) for confirmation that the site is up. Complete the configuration of the site (for example, target node count, CDN and DNIS Landing Pad if Universal Networking is enabled, and contact information.)
At the NCC, define the network skillsets.
“Add a network skillset” on page 94
You can configure a network skillset to use one of the following agent reservation methods: First Back, Longest Idle Agent, or Average Speed of Answer. If you choose Longest Idle Agent or Average Speed of Answer, you can add servers running Contact Center Manager Release 5.0 or later only to the routing table for the network skillset
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NCC configuration overview
Complete the following tasks
For more information, see
At the NCC, configure the routing tables.
“To configure a routing table” on page 99
10 At the NCC, set up table routing assignments.
“To configure a routing table assignment” on page 102
11 At the NCC, configure network historical statistics collection.
“Configuration of historical statistics collection” on page 116
12 If using MCDN NSBR Networking, at each “To configure MCDN network CDNs” server, define MCDN Network CDNs. on page 121 13 At each server where DNIS Landing Pads are to be used for Universal Networking, define the DNIS Network CDN.
“To configure Landing Pads for Universal Networking” on page 126
14 At each server, define the DNIS Network CDN.
“To configure DNIS Network CDNs” on page 124
15 At each server, configure the network communication parameters.
“To configure network communication parameters” on page 129
16 At each server, configure network skillsets. “To configure network skillset properties” on page 141 17 If you are using the Longest Idle Agent feature, ensure that Agent Order Preference (in the Global settings) is configured identically at each site in the network. 18 At each server, assign agents to the network Contact Center Manager skillsets. Administrator’s Guide
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Complete the following tasks
19 At each server, add network commands to scripts to ensure that calls can be queued to network skillsets. (You must validate scripts after editing them.) 20 At each server, configure the Network_Script. The Network_Script is a primary script that controls pegging and termination treatments for incoming network calls.
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Standard 7.03
For more information, see
Nortel Contact Center Manager Scripting Guide for Communication Server 1000/Meridian 1 PBX and the Nortel Contact Center Manager Scripting Guide for Communication Server 2X00/DMS
Contact Center Manager
Chapter 4
Install Network Skill-Based Routing In this chapter Overview
56
Configure the communications database
60
Upgrade Release 4.x skillsets
64
Migrate filters
65
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Standard 7.03
Overview This section describes the tasks required for a new installation and for an upgrade to an existing network.
New installation To install Network Skill-Based Routing (NSBR) in your contact center for the first time, perform these tasks. ATTENTION
If you perform a fresh installation rather than an upgrade on an existing NCC server, be sure to note the dialable DNs configured at each server in the network. When the newly installed NCC comes up and sends synchronization information to the other servers in the network, it clears the dialable DN information; therefore, you must enter this information.
Tasks
For more information, see
1
Install the Network Control Center (NCC)
Contact Center Manager Server Installation and Maintenance Guide
2
On the NCC, use the Nbconfig utility to configure the communications database.
“Configure the communications database” on page 60
The NCC verifies the status of each server and distributes its site table to each server in the network.
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Tasks
3
For more information, see
“Configure the communications On each server, verify that the communications database is set up correctly. database” on page 60 Each server receives the new site table from the NCC and compares it with its current table. If a server detects new servers in the site table, it contacts those servers to request address tables. When you add a new server to the network, the server receives requests from every other server in the network and sends each server a copy of its address table.
ATTENTION
All sites must be using Contact Center Manager Release 5.0 or later and must have package CCS 300 (Networking) enabled.
To upgrade an existing network To upgrade an existing Release 4.x network to Release 6.0 NSBR, perform these tasks. Tasks
For more information, see
1
Upgrade NCC Release 4.x to NCC Release 5.0.
2
Upgrade all Symposium Call Center Servers Release 4.x to Symposium Call Center Servers Release 5.0.
Symposium Call Center Server Installation and Maintenance Guide Release 5.0
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Tasks
3
Standard 7.03
For more information, see
Upgrade Symposium Web Client Release Contact Center Manager Administration 4.5 to Contact Center Manager Installation and Maintenance Guide Administration Release 6.0. “Migrate filters” on page 65 Or If you use Classic Client, install Contact Center Manager Administration Release 6.0 and migrate filters.
4
Upgrade the servers in the network.
5
Upgrade NCC Release 5.0 to NCC Release 6.0.
6
Upgrade all Release 5.0 Symposium Call Center Servers to Release 6.0 Contact Center Manager Servers.
Contact Center Manager Server Installation and Maintenance Guide
For more information about upgrading an existing network of Symposium Call Center Servers to Release 6.0 Contact Center Manager Servers, see the Nortel Contact Center Planning and Engineering Guide. Note the following:
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In a CS 2x00/DMS environment, only servers running Contact Center Manager Server Release 6.0 can be part of a Contact Center Manager network. Contact Center Manager Administration 6.0 is compatible with Symposium Call Center Server 5.0 and Contact Center Manager Server 6.0. NCC 6.0 is compatible with Symposium Call Center Server 5.0 and Contact Center Manager Server 6.0. Contact Center Manager Administration 6.0 is not compatible with Symposium Call Center Server 4.2, but is compatible with Symposium Call Center Server 5.0. Nortel recommends that you upgrade Symposium Call Center Server 4.2 to Symposium Call Center 5.0 before you install or upgrade to Contact Center Manager Administration 6.0 if the Symposium Web Client is administering multiple Symposium Call Center Servers. Contact Center Manager
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NCC is not compatible with Symposium Call Center Server 4.2, but is compatible with Symposium Call Center Server 5.0. Nortel recommends that you upgrade Symposium Call Center Server 4.2 to Symposium Call Center Server 5.0 before you upgrade NCC 5.0 to NCC 6.0. Upgrade the NCC 5.0 to NCC 6.0 before you upgrade any servers to Contact Center Manager Server 6.0 because NCC 5.0 is not compatible with Contact Center Manager Server 6.0.
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Configure the communications database On the NCC, you must configure the communications database. The communications database lists all servers in the network, their IP addresses, and their status. The NCC distributes the database to all servers in the network to enable communication and NSBR among multiple sites. All servers in the network must run Symposium Call Center Server 5.0 or Contact Center Manager Server 6.0. All site names and CLAN IP addresses must be unique.
Starting the Nbconfig utility 1
On the NCC, from the Windows Start menu, choose Run.
2
In the Open box, type nbconfig –admin.
3
Click OK. Result: The Nbconfig dialog box appears.
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Adding a server 1
Click the Site Table tab. Result: The Site Table page appears.
Do not select the Force Synchronization check box. When you force synchronization, you force each site in the network to request address table information from every other site in the network. This can result in unnecessary use of network bandwidth. (Normally, servers request address table updates only when the NCC notifies them that the site list changed.) Use the Force Synchronization option if information at a site is not updated. 2
Click Add. Result: The Add Site dialog box appears.
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In the CLAN IP Address box, enter the CLAN IP address of the server.
ATTENTION 4
Standard 7.03
Each server must have a unique CLAN IP address.
Click OK. Result: The server is added to the list in the site table.
5
Repeat steps 2 to 4 for each server in your network. To save time and system resources, make all changes before you click Verify.
6
After you add all of the servers, click Verify. This verifies the connection to the nodal servers.
7
If all the site names are correct, click Apply to update the database and synchronize the site table. Result: The Flags column shows the progress of synchronization. Click Refresh to update the status of the flags. Synchronization is complete when an N appears in the Flags column beside the NCC, and an S appears beside each server.
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Nbconfig flags The Flags column in the site table can contain the following values:
8
N—Network Control Center (NCC)
S—Server
T—NCC is transferring information to the server
G—NCC is getting information from the server
D—Deleting site
C—Changing site information
Click the Address Table tab. Result: The communication addresses of the new servers appear on the Address Table page. You can also use the Nbconfig utility to verify the configuration of the communications database at each server and ensure that each site has valid IP addresses.
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Upgrade Release 4.x skillsets After you upgrade all of the servers in your network to Symposium Call Center Server Release 5.0, you can upgrade your network skillsets to Release 5.0, and then configure them for Longest Idle Agent or Average Speed of Answer routing.
Upgrading Release 4.x skillsets 1
On the NCC server, open an MS-DOS window. Type D:\Nortel\iccm\bin at the command prompt, and then press Enter. Result: D:\Nortel\iccm\bin becomes the current directory.
2
Type ninoam_promote -admin, and then press Enter. Result: The utility converts all Release 4.x network skillsets to Release 5.0 and displays the message “Database Update Successful.”
3
To verify that the procedure was successful, perform these steps: a. In Symposium Web Client, on the system tree, open NCC > Network Skillsets. Verify that the Networking Method field is editable. b. Check the file d:\nortel\iccm\bin\ncclog to verify that the promote command executed successfully and that the database was updated.
In Contact Center Manager Server Release 6.0, utility errors and events are captured in the new SkillsetPromoteLog.txt log file. You can view this file at d:\nortel\iccm\data. If the network contains any Release 4.x sites, the following message appears: “Unable to complete update. Not supported for mixed node networks.” If one or more sites is not up, if the NDLOAM service is not running at one or more sites, or if there are delays in network communications, the following message appears: “Some sites did not acknowledge the notification.” The NCC resends the information when the sites become available.
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Migrate filters In the Historical Reporting component of Contact Center Manager Administration, users can specify the applications, DNISs, routes, and skillsets that they want to see in both standard and private network-consolidated historical reports by creating filters. Users can choose from among those items included in the partitions assigned to them. They can select multiple resource items across multiple sites in the network and save them in one filter. When these users connect to an NCC and open a network-consolidated report, the Selection Criteria area includes a list of the available network sites and any available filters that they defined and saved. This option is available to users only if you assign a partition to them. Users who do not have partitions cannot create filters in Historical Reporting. You can use the Contact Center Manager Administration filters importing utility to import filters into Contact Center Manager Administration that were created and saved in the Symposium Call Center Server Classic Client. While each of the Classic Client filters contains only one type of data—either skillsets, applications, route numbers, route names, DNIS numbers, or DNIS names— after you import theses filters, you can add different types of data to them by using the filters tabs in Historical Reporting.
Before you begin Before you migrate filters, you must:
Define all the data elements included in the filter in the partitions assigned to the users who use the filter. You cannot import a filter and then add its data elements to the user’s partition. Users cannot access filter data elements that are not in their partitions at the time of the importation. Assign users an access class that contains at least Read Only access to all the elements in the filter (in other words, access to DNISs, routes, CDNs, or scripts, or all of these, if applicable).
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Limitations The following limitations and conditions apply when you use the filters importing utility:
When you import filters, they are available to all users who have the appropriate access classes and partitions assigned to them. You cannot import filters for specific users. You cannot import filters with names that contain special characters. You cannot import filters with names that are the same as existing Contact Center Manager Administration filters.
Importing filters into Contact Center Manager Administration 1
On the Network Control Center server, browse to the following folder: D:\Nortel\FilterSets
2
In this folder, copy RptSets.mdb.
3
On the application server, paste this file into the location of your choice.
4
On the application server, browse to the following folder: C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\dll\ where C is the drive on which you installed Contact Center Manager Administration.
5
In this folder, double-click RptSets.exe. Result: The RptSets dialog box appears.
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6
In the Path to NCC Database box, type the path to the RptSets.mdb file that you copied to the application server in step 3 (or click Browse to locate this file).
7
Click Save Data. Result: After the utility retrieves filter data from the database file, the utility creates the filters in Contact Center Manager Administration. After the utility creates the filter in Contact Center Manager Administration, a message appears in the RptSets dialog box, as shown in the following graphic:
8
Click Close.
When users open the filters component of Historical Reporting, the filters that you imported appear in the tree in the left pane. Users can click a filter name to view and edit the filter. For information about working with filters, see the Contact Center Manager Administration online Help.
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Chapter 5
NCC Administration In this chapter Overview
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Section A: Site management
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Section B: Network skillset management
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Section C: Routing tables and routing table assignments
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Section D: Historical statistics collection
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Overview At the Network Control Center (NCC), you create and maintain the following elements to ensure effective Network Skill-Based Routing:
sites
network skillsets
routing tables
routing table assignments
In addition, you configure the number of days that the NCC stores network callby-call statistics. This chapter explains how to perform these tasks at the NCC.
Historical reporting ATTENTION
The NCC administrator must understand how changes made at the NCC affect other sites in the network. The NCC administrator must plan changes with, and communicate them to, administrators of other servers in the network.
By connecting to the NCC, you can generate a number of consolidated reports to help monitor call traffic within the network. You can also generate network callby-call reports. For more information about these reports, see the Historical Reporting and Data Dictionary. To find out how to generate reports, see the Contact Center Manager Administration Supervisor’s Guide.
Real-time monitoring You can also view a number of consolidated real-time displays while you are connected to the NCC. For detailed instructions, see the Contact Center Manager Administration Supervisor’s Guide.
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Section A: Site management
In this section Overview of sites
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Time zone conversion
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Add a site
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To change to daylight saving time
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To delete a site from the network
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To synchronize sites
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Overview of sites Each site is a location in the network with a telephony switch and Contact Center Manager Server. You must configure the Network Control Center (NCC) server with information about all sites participating in the network. The NCC uses this information to communicate with the servers and to enable the servers to communicate with each other. You configure sites at the NCC. The NCC then sends the site information to each server in the network.
Site synchronization When the NCC comes up, it sends site information to each connected server. Occasionally, servers go down or become inaccessible to the NCC. When this occurs, the following message box can appear:
When communication between the server and the NCC is reestablished, the NCC resends site information to the server. You can also manually send site information to the servers in the network (see “To synchronize sites” on page 84).
How the NCC uses the site information The NCC uses the configured list of sites to perform the following tasks:
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Validate a site when it attempts to initiate communication with the NCC.
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Provide site information (including time zone) to connected client PCs that generate consolidated or network call-by-call reports.
How each server uses the site information Each server in the Contact Center Manager network uses the site list to perform the following tasks:
Assign the network communication parameters (for example, the dialable DN and Agent Reserve Timer). Communicate with other servers to reserve agents at those servers.
For more information about administering servers, see Chapter 6, “Administering servers.”
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Time zone conversion If your sites are in different time zones, you can use time zone conversion to help clarify information about consolidated and network call-by-call reports. This feature works differently for these two types of reports. Ensure that the Windows Date and Time settings are correct at each site. Restart Contact Center Manager Server at each site after a time zone change. Consolidated and network call-by-call reports are available from the NCC only.
Network call-by-call reports Network call-by-call reports provide information about events for a call that is routed to the network. To understand how time zone conversion works for the network call-by-call reports, consider the following illustration. It shows a call arriving at Head office at 8:00 a.m. local time (1:00 p.m. GMT). Head office routes the call to the Sales office, where local time is 6:00 p.m.
Call arrives Head office 8:00 a.m.
Call networked out
Sales office (6:00 p.m.)
GMT = 1:00 p.m.
G101337
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Without configuring time zone relative to GMT (in the Site Properties window) If you do not configure the time zone relative to GMT, the network call-by-call report contains the following information about the call: Time
Server
Event
08:00:00 a.m.
Head office
Local Call Arrived
08:00:14 a.m.
Head office
Local Call Networked Out
08:00:27 a.m.
Head office
Network Out Call Answered
06:00:27 p.m.
Sales office
Network In Call Arrived
06:00:27 p.m.
Sales office
Network In Call Answered
This can make tracing call activity across the two time zones difficult. With time zone relative to GMT configured correctly If you configure the time zone relative to GMT correctly for each site (in the Site Properties window), time zone conversion occurs automatically. All times are converted to the source site time: Time
Server
Event
08:00:00 a.m.
Head office
Local Call Arrived
08:00:14 a.m.
Head office
Local Call Networked Out
08:00:27 a.m.
Head office
Network Out Call Answered
08:00:27 a.m.
Sales office
Network In Call Arrived
08:00:27 a.m.
Sales office
Network In Call Answered
For network call-by-call reports, the destination site converts times to the source site time zone before sending events to the NCC.
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Consolidated reports Consolidated reports can provide information for all the sites participating in the network. When you create a consolidated report, you specify the period to include in the report, and you choose whether to use time zone conversion. Without time zone conversion Without time zone conversion, a consolidated report contains information for the same hours (for example, from 12:00 p.m. to 1:00 p.m.) at all sites. For example, if you want to see lunchtime call activity at all of your sites, enter a start time of 12:00 p.m. and an end time of 1:00 p.m. (Do not choose the time zone conversion option.) The report shows activity at each site in the network between 12:00 p.m. and 1:00 p.m., local time. With time zone conversion With time zone conversion on a consolidated report, you can view call activity for the same period, specified in the time zone of the NCC. For example, if you want to interpret the impact of a simultaneous, live broadcast of a new commercial on sales activity throughout the network, use time zone conversion. If the commercial airs at 8:00 p.m., NCC time, enter a start time of 8:00 p.m. and an end time of 9:00 p.m., and select the time zone conversion option. The time is converted to local time for each site. When you select a site for a report, the time difference between the NCC and the site is calculated and saved in the report database on the client PC. If the time difference between the NCC and the site changes (for example, if one location changes to daylight saving time and the other does not), you must deselect and select the sites again to recalculate the time difference.
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Add a site A site is a location in the network with a telephony switch and a server in Contact Center Manager Server. You must configure the NCC with information about each site in the network so that it can communicate with the network servers and enable the servers to communicate with each other. Make sure that each site is correctly configured before you continue to add the next site. The sites that you can add in this window are those that you configured using the Nbconfig utility when setting up the communications database on the NCC. To add a site that is not listed, you must first add it to the site table using this utility (see “Configure the communications database” on page 60). You can add up to 30 sites.
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Adding a site from the NCC 1
In Contact Center Manager Administration, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server.
2
Select the Sites folder. Result: The Sites window appears.
The CDN Landing Pad and DNIS Landing Pad columns appear only if Universal Networking is enabled on the NCC and at least one site. If Universal Networking is not enabled on a site, the CDN Landing Pad and DNIS Landing Pad check boxes are disabled. 3
Click Add Site. Result: The Add Site window appears.
4
Type the name of the site that you want to add exactly as it appears in the Nbconfig utility.
5
Click OK. Result: The site name appears in the Site Name box. Wait (at least 5 minutes) for confirmation that the site is up.
6
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Click Refresh Status.
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The CDN (Route Point) Landing Pad check box, DNIS Landing Pad check box, and Target Node Count box are all read-only when adding the site for the first time. Click Refresh Status to modify these boxes. 7
In the Contact Person box, type the name of the person to contact if problems with the site occur.
8
In the Contact Number box, type the phone number where the contact person can be reached at the site.
9
In the Comment box, type any additional information about the contact person.
10
In the Filter Timer box, type the amount of time to filter the site from the routing tables if it cannot be reached.
11
From the Relative to GMT list, select the time difference (in hours) between GMT and the time zone in which the site is located. This information is used for time zone conversion and consolidated reports.
12
To use CDN (Route Point) Landing Pads (for Universal Networking) for this site, select the CDN (Route Point) Landing Pad check box. This check box is available only if Universal Networking is enabled. If Universal Networking is enabled, you must add a CDN (Route Point) Landing Pad or a DNIS Landing Pad. Optionally, you can add both.
13
To use DNIS Landing Pads (for Universal Networking) for this site, select the DNIS Landing Pad check box. This check box is available only if Universal Networking is enabled.
14
In the Target Node Count box, type the number of target nodes to which the source node sends a Network Agent Request (NAR). You can type digits from 3 to 20. When you add a site for the first time, this box is read-only and defaults to the value 3. After you add the site, you can return to this box and change this value to the desired number.
15
Click another row of the table to submit the site information.
After you finish After you define your sites, create the network skillsets (see “Add a network skillset” on page 94).
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To change to daylight saving time If sites in the network change to or from daylight saving time at different times, you must adjust the Relative to GMT box for those sites. By doing so, you maintain the correct relative time difference between servers. For example, a company has two sites: Head office (at GMT–5) and Sales office (at GMT+5). Head office changes to daylight saving time seven days before Sales office, and Sales office changes to daylight saving time seven days before GMT. Time zone conversion does not operate correctly unless you adjust the Relative to GMT box. The following table shows the adjustments made for this example. Time Zone Relative to GMT
Head office
Sales office
original value
-5
+5
when Head office changes to daylight saving time
-4
+5
when Sales office changes to daylight saving time
-5
+5
It is important that the relative time between servers is accurate. Similarly, when the sites change back from daylight saving time, you must adjust their relative times. If the time at the NCC changes, then you must select the sites currently selected for reports again to ensure that the time difference is calculated correctly.
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Changing the relative time 1
In Contact Center Manager Administration, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server.
2
Select the Sites folder. Result: The Sites window appears.
3
In the row for the site for which you want to change the relative time (the site that is changing to or from daylight saving time), click in the Relative to GMT field, and adjust the value to reflect the change.
4
Click another row of the table to save the change.
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To delete a site from the network You may need to remove a server from your network. To prevent calls from being routed to that server, you must delete the corresponding site from the NCC.
Before you begin Remove the site from all routing tables and routing table assignments in which it is referenced (see “Deleting a site from the routing table” on page 107 and “To change the routing table for an assignment” on page 106). Ensure that no network incoming calls are queued to the site.
Deleting a site 1
In Contact Center Manager Administration, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server.
2
Select the Sites folder. Result: The Sites window appears.
3
In the table, select the row containing the site that you want to delete.
4
Click Delete. Result: The following warning message appears: “Are you sure you want to delete <sitename>? If you plan on adding the site back again, you will need to configure the Network Communication Parameters and the network attributes for the Network Skillsets (e.g. Local Node Inclusion) again.”
5
Click Yes to delete the site. The site is not completely deleted until you delete it through the Nbconfig utility.
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6
On the NCC, from the Windows Start menu, choose Run.
7
In the Open box, type nbconfig –admin.
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Click OK. Result: The Nbconfig window appears.
9
Click the Site Table tab. Result: The Site Table tab appears.
10
In the Site list, select the site that you want to delete.
11
Click Remove.
12
Click Verify.
13
Click Apply. If you click Apply without clicking Verify first, a message appears stating that you must click Verify first.
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To synchronize sites The NCC shares information with each Contact Center Manager Server in the network. This information includes
sites in the network
network skillsets
routing tables
The NCC propagates this information to all sites in the network at the following times:
when it restarts after recovering from a network error (for example, if the connection to a specific site was previously unavailable) when you manually synchronize sites
When to manually synchronize sites Normally, you do not need to synchronize sites manually. However, if the routing tables at the server do not match the routing tables at the NCC, you can force a manual synchronization rather than waiting for the NCC to propagate the changes across the network.
Manually synchronizing a site 1
In Contact Center Manager Administration, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server. Result: The server expands to reveal a series of headings.
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Select the Sites folder. Result: The Sites window appears.
The Sync Site button is disabled if Switch Type is Pending. 3
In the table, select the row containing the site that you want to synchronize.
4
Below the table, click Sync Site. Result: A confirmation window appears
5
Click Yes. Result: The NCC sends information to the selected site. A message appears in the message pane indicating if the synchronization was successful. The message is also logged in the Audit Trail window.
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Section B: Network skillset management
In this section Overview of network skillsets
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Add a network skillset
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To delete a network skillset
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Overview of network skillsets A skillset is a group of capabilities or the knowledge necessary to answer a specific type of call. Skillsets are the basic building blocks of skill-based routing. They help contact centers to match callers with the agents who can best meet their needs. A network skillset is a skillset that is common to all Contact Center Manager Servers in a network. When a script queues a call to a network skillset, that call can be routed to any server on the network (including, optionally, the local server).
Creation and propagation of network skillsets The NCC administrator defines network skillsets on the NCC. The NCC distributes the list of network skillsets to the servers in the network. If a matching local skillset does not exist, then the server creates a new network skillset, and the administrator must assign agents to this new skillset. If a server already has a local skillset with the same name as the new network skillset, then the server converts that local skillset to a network skillset. (Agents assigned to the local skillset remain assigned to the new network skillset of the same name.) Now other sites can queue calls to the skillset. However, scripts are not automatically updated to route calls to the network. Calls routed to the network skillset continue to be queued locally. To route calls to other sites, administrators must add the script command Queue To Network Skillset. For more information about using network skillsets in scripts, see the Nortel Contact Center Manager Scripting Guide for Communication Server 1000/ Meridian 1 PBX or the Nortel Contact Center Manager Scripting Guide for Communication Server 2X00/DMS. ATTENTION
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The NCC administrator must plan changes with, and communicate them to, administrators of other servers in the network.
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Resynchronization of network skillsets When the NCC comes up, it sends the list of network skillsets to each connected server. Occasionally, a server goes down or becomes inaccessible to the NCC. When communication between the server and the NCC is reestablished, the NCC resends the list of network skillsets to the server.
Deletion of network skillsets When an administrator at the NCC deletes a skillset on the NCC, that skillset is no longer on the list distributed by the NCC. When a server receives the list, it detects that the network skillset is deleted. It converts the local copy of the network skillset to a local skillset. The server administrator must update the scripts so that they no longer refer to the network skillset. If the network skillset is deleted and a call is queued to that network skillset only, the Queue To Network Skillset command fails. Unless the script queues the call to other available skillsets, the call is queued to the default skillset and receives default treatment. For more information about using network skillsets in scripts, see the Nortel Contact Center Manager Scripting Guide for Communication Server 1000/Meridian 1 PBX or the Nortel Contact Center Manager Scripting Guide for Communication Server 2X00/DMS.
Routing tables A routing table defines how a call for a particular skillset is queued to network sites. Each site has a routing table for each network skillset at that site (see “Overview of routing tables and routing table assignments” on page 98). If a site is filtered, the site is removed from the routing table for a skillset until the Filter Timer period passes. If all sites are filtered from a routing table, calls normally networked out for that skillset are defaulted, according to treatment defined in the script logic.
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The following illustration shows the routing tables for the BestAir Toronto and Boston servers.
Toronto
Vacations European Bookings Boston Dallas San Francisco
Boston
Vacations European Bookings Dallas San Francisco Toronto
The Toronto server has routing tables for the Bookings, European, and Vacations skillsets. The routing table for the Bookings skillset contains the Boston, Dallas, and San Francisco servers. When you create a network skillset, you choose the routing table type and the agent reservation method for that skillset.
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Routing method If the Target Node Count (the number of sites to which a call is queued) is less than the number of sites in the routing table, one of the following routing table types is used. Type
Description
Round robin The server queues the first call to the first n sites in the routing table for the network skillset, where n is the Target Node Count for the remote site, as defined in the Sites window on the NCC. (The maximum number of sites is 20.) When an agent becomes available at one of these sites, the server reserves the agent, and the call is presented to the agent.
Advantage
This type of routing table distributes calls most evenly among the sites.
When the second call arrives, the server queues it to the second site, the third site (and so on). When the third call arrives, the server queues it to the third site, the fourth site (and so on). Sequential
Whenever a call arrives, the server queues it to the first n sites in the routing table for the network skillset, where n is the Target Node Count for the remote site, as defined in the Sites window on the NCC. (The maximum number of sites is 20.) When an agent becomes available at one of these sites, the server reserves the agent, and the call is presented to the agent.
This type of routing table minimizes the number of trunks used to network calls.
When the second call arrives, the server queues it again to the first n sites in the routing table for the network skillset. The server varies the order of the n sites each time it queues a call. For a virtual contact center, the Target Node Count must be equal to the number of sites in the routing table. Load balancing depends on the agent reservation method configured for the network skillset.
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Networking method Your server can use one of the following methods to choose the destination site for an outbound networked call. Type
Description
Advantage
First Back
The server routes the call to the first site responding with an agent reservation indication.
This method minimizes the time to answer for network calls.
Longest Idle The server waits a configurable amount of time to Agent receive agent reservation indications from the destination nodes. During this time, the server compares agent priority and agent idle time for the available agents, as specified in the agent reservation indications. The server then routes the call to the site with the agent who has the highest priority for the skillset. If more than one agent has the same priority, it routes the call to the site with the agent who has the longest idle time. Average Speed of Answer
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This method helps distribute call load among all the agents in the network.
The server waits a configurable amount of time to This method helps receive agent reservation indications from the route calls to the most destination nodes. During this time, the server efficient site. compares the agent priority and the average speed of answer, as specified in the agent reservation notifications. The server then routes the call to the site with the agent who has the highest priority for the skillset. If more than one agent has the same priority, it routes the call to the site with the lowest average speed of answer for the network skillset.
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To use network skillsets in scripts In your scripts, you can queue a call to a network skillset. To queue a call to a network skillset, include the Queue To Network Skillset command. For more information, see the Nortel Contact Center Manager Scripting Guide for Communication Server 1000/Meridian 1 PBX or the Nortel Contact Center Manager Scripting Guide for Communication Server 2X00/DMS Guide. Optionally, you can queue calls to the local server, as well as to remote servers, in the Queue to Network Skillset command. Attempt to answer calls locally first To maximize speed of answer, and to minimize communication costs, many contact center managers prefer to queue calls to the network skillset on the local server. If no local agents are available, then the contact center managers want the call to be queued to another site. To implement this type of queuing, ensure that the Include Local Node option is not selected for the skillset, and then use these commands in your script: QUEUE TO SKILLSET WAIT 2 QUEUE TO NETWORK SKILLSET WAIT 4 The first command queues the call to the network skillset on the local server. The second command queues the call to the network skillset on up to 20 remote sites (as defined in the routing table for the network skillset). If a local agent becomes available before the call is routed to a remote site, the call is presented to the local agent. Virtual contact center To distribute calls evenly between all the nodes in the network, you can queue calls to the local site as well as to the remote sites. To implement this type of queuing, ensure that the Include Local Node option is selected for the skillset, and then use these commands in your script: QUEUE TO NETWORK SKILLSET WAIT 4 These commands queue the call to the local site and up to 20 additional sites. Network Control Center Administrator’s Guide
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Add a network skillset You must create network skillsets on the NCC.
Example The network administrator creates a new skillset named Sales on the NCC. The NCC propagates this new skillset to the Toronto server. The Toronto server already has a skillset named Sales, with assigned agents. The server changes the skillset from a local skillset to a network skillset. Agents assigned to that skillset continue to belong to the skillset, but they can now answer calls from other sites. The Queue To Skillset script command continues to work; however, it queues calls locally only. To queue calls to other sites, you must use the Queue To Network Skillset command.
Assigning agents to network skillsets The process for assigning agents to network skillsets is the same as the process for assigning agents to local skillsets. The server administrator of each server in the network must perform this task at the server.
Adding a network skillset 1
In Contact Center Manager Administration, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server.
2
Select the Network Skillsets folder. Result: The Network Skillsets window appears.
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In the Network Skillset Name box, type the name of the network skillset. Network skillset names must be unique. You cannot change the name of a network skillset. To change a skillset name, you must delete the skillset, and then add it again.
4
In the Comment box, type any additional information about the network skillset. This field is optional.
5
From the Routing Method list, select the type of routing table to use for this skillset—round robin or sequential. For more information, see “Routing tables” on page 89.
6
For Networking Method, select one of the following options:
First Back—The server routes network calls to the first responding site.
Longest Idle Agent—The server waits up to the configurable amount of time for sites to respond and then routes calls to the site with the highest priority agent and the longest idle time.
Average Speed of Answer—The server waits up to the configurable amount of time for sites to respond and then routes calls to the site with the highest priority agent and the lowest average speed of answer for the skillset.
For more information, see “Networking method” on page 92. 7
Click another row of the table to save the new network skillset.
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To delete a network skillset You delete network skillsets at the NCC. After you delete a skillset, the skillset is no longer on the list distributed by the NCC. When a server receives the list, it detects that the network skillset is deleted. It converts the local copy of the skillset to a local skillset.
Before you begin Remove the network skillset from all routing tables or routing table assignments in which it is referenced (see “Overview of routing tables and routing table assignments” on page 98 and “To change the routing table for an assignment” on page 106).
Deleting a network skillset 1
In Contact Center Manager Administration, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server.
2
Select the Network Skillsets folder. Result: The Network Skillsets window appears.
3
In the table, select the row containing the network skillset that you want to delete.
4
Press Delete. Result: A message box appears asking you to confirm your choice.
5
Click Yes to delete the network skillset.
After you finish The administrator of each server must update the scripts so that they no longer refer to the deleted network skillset. If the server administrators fail to update the scripts, then a script can contain a Queue To Network Skillset command that queues a call to a deleted network skillset. This command fails. 96
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Section C: Routing tables and routing table assignments
In this section Overview of routing tables and routing table assignments
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To configure a routing table
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To configure a routing table assignment
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To change the routing table for an assignment
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To delete an assignment
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Overview of routing tables and routing table assignments When you configure a site, you define a routing table for each network skillset at that site. A routing table defines the sites to which scripts using network skillsets route calls. Once you create a routing table, you can:
add sites to the routing table
remove sites from the routing table
change the order of the sites in the routing table
When you need to change a routing table, you can change it manually (see “To configure a routing table assignment” on page 102). However, if you need to change a routing table regularly—for example, as sites in different time zones become or cease to be available during regular business hours—you can set up routing table assignments, and then schedule these assignments to occur at the required time. For more information about routing, see “Routing tables” on page 89. Example BestAir has offices in Toronto and San Francisco. The Toronto office is open from 8:00 a.m. to 5:00 p.m., Eastern Standard Time (EST). The San Francisco office is open from 9:00 a.m. to 6:00 p.m., Pacific Standard Time (PST). The NCC administrator can create routing table assignments to route calls as follows:
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If a call arrives at Toronto between 5:00 p.m. and 9:00 p.m. EST (that is, after business hours), the Toronto server routes it to San Francisco. If the San Francisco server receives a call between 5:00 a.m. and 9:00 a.m. PST (that is, before business hours), it routes the call to Toronto.
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To configure a routing table Before you define routing tables, you must add network skillsets. See “Add a network skillset” on page 94.
Configuring a routing table 1
In Contact Center Manager Administration, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server.
2
Select the Sites folder. Result: The Sites window appears.
3
From the table in the Sites window, select the site that you want to configure. Result: The routing table properties for the selected site appear in the Routing Table section.
4
In the Network Skillsets table, select the skillset that you want to configure.
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In the Network Sites table, select the check box for each site to which you want to route calls for this skillset. Result: A ranking number appears beside the site names to indicate the routing order. You can add up to 20 sites to a routing table.
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To arrange the routing order, select a site, and then click the up and down Rank arrows.
7
After you arrange all the sites that you want to include in the routing table for this skillset, select the next skillset that you want to configure.
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Follow steps 4 to 7 for each skillset that you want to include in the routing table.
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Click Submit to activate the routing table for this site immediately.
10
To save the routing table as an assignment, click the black triangle beside the Save/Schedule Routing Table Assignments heading (go to step 11 on page 104).
Adding a site to a routing table To replace one site with another in the routing table, you must first delete the original site, and then add the new site. 1
In the Network Skillsets box, select the network skillset whose routing table you want to change.
2
In the Network Sites table, select the check box for each site that you want to add. You can add up to 20 sites to a routing table.
3
Click Submit to activate the updated routing table.
Deleting a site from a routing table
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1
In the Network Skillsets box, select the network skillset whose routing table you want to change.
2
In the Network Sites table, clear the check box beside the sites that you want to remove.
3
Click Submit to activate the updated routing table.
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Changing the routing order 1
In the Network Skillsets box, select the network skillset whose routing table you want to change.
2
In the Network Sites table, select the site that you want to move.
3
Click the Rank up and down arrows until the site is in the desired location.
4
Click Submit to activate the updated routing table.
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To configure a routing table assignment To create a routing table assignment, you can create a new routing table assignment or use another assignment as a template to create the routing table assignment. Each assignment applies only to the site for which it is defined. ATTENTION
If you create an assignment from the NCC using a client, you must select all network skillsets for the source site and reconfigure the routing tables. If you do not select a network skillset that is supported by the source site, when you run the table routing assignment, the Site properties routing table is overwritten with a blank routing table.
Configuring a routing table and routing table assignment 1
In Contact Center Manager Administration, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server.
2
Select the Sites folder. Result: The Sites window appears.
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From the table in the Sites window, select the site to configure. Result: The routing table properties of the site appear in the Routing Table section.
The CDN Landing Pad and DNIS Landing Pad columns appear only if Universal Networking is enabled on the NCC and at least one site. If Universal Networking is not enabled on a site, the CDN Landing Pad and DNIS Landing Pad check boxes are disabled. 4
In the Network Skillsets table, click the skillset to configure.
5
In the Network Sites table, select the check box beside each site to which to route calls for this skillset. Result: A ranking number appears beside the site name to indicate the routing order. You can add up to 20 sites to a routing table.
6
To arrange the routing order, select a site, and then click the up and down Rank arrows.
7
After you arrange all the sites to include in the routing table for this skillset, click the next skillset to configure.
8
Repeat steps 4 to 7 for each skillset that you want to include in the routing table.
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9
Click Submit to activate the routing table for this site immediately.
10
To create a routing table assignment, click the black triangle beside the Save/Schedule Routing Table Assignments heading.
11
In the Save Assignment as box, type the name of the assignment.
12
In the Comment box, type any additional information about the assignment.
13
To save the routing table assignment, go to step 18. OR To schedule the assignment to run at a future time, from the Schedule Task list, select the type of schedule that you want to create. You can choose from Specific date, Daily, Weekly, and Monthly.
14
From the Start Time list, select the time when you want the schedule to begin. ATTENTION
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The time values represent the application server time, not the client time. If your application server is in a different time zone than the client from which you are scheduling the assignment, you must take into account the time difference. To view the current application server time, click Update beside the Application Server Time box. The schedule that you define must be based on this application server time.
15
In the Start Date box, click the button to view a calendar.
16
In the calendar, click the date when you want the schedule to begin.
17
Based on the schedule type (that is, daily, weekly, or monthly), select the days and months when you want the assignment to occur.
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Click Save Assignment to save the assignment. Result: A message box asks if you want to create a reset assignment (see “Reset assignments” on page 105).
19
Click Yes to create the reset assignment OR Click No if you do not want to create a reset assignment. Result: The assignment appears in the system tree under the Assignments folder.
20
Click Schedule to make the assignment effective.
Reset assignments When you create a routing table assignment, you can create a reset assignment. A reset assignment is a record of the original data that existed at the time when you created the assignment. You can change and run the assignment as many times as you require, and then you can return the routing table to its original state by using the reset assignment. The reset assignment is automatically named. For example, if your original assignment is called Toronto_Sales, the reset assignment is called Toronto_Sales__. ATTENTION
When you delete the original assignment, the system deletes the corresponding reset assignment.
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To change the routing table for an assignment You can change your routing tables by adding or removing sites, or by changing the order of the sites.
Adding a site to the routing table 1
In Contact Center Manager Administration, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server.
2
Select the Sites folder. Result: The Sites folder opens and the Assignments folder appears.
3
Select the Assignments folder. Result: The list of assignments appears.
4
Click the assignment that you want to change. Result: The Routing Table Assignment window appears.
5
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In the Network Skillsets box, click the network skillset for which you want to add a site to the routing table. Contact Center Manager
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In the Network Sites table, select the check box beside each site to which you want to route calls for this skillset. Result: A ranking number appears beside the site name to indicate the routing order. You can add up to 20 sites to a routing table.
7
To arrange the routing order, select a site, and then click the up and down Rank arrows.
8
After you arrange all the sites that you want to include in the routing table for this skillset, click the next skillset that you want to configure. Repeat steps 6 to 7 for each skillset that you want to configure. The routing table for each network skillset can contain up to 20 sites. However, the Target Node Count for each server determines the number of sites to which that server queues network calls. For example, if the routing table for Bookings contains 10 sites, but the Target Node Count for your server is 5, calls to the Bookings skillset are queued to only 5 sites. To replace one site with another, you must first delete the original site, and then add the new site.
9
To save the routing table assignment, click Save Assignment.
Deleting a site from the routing table 1
In Contact Center Manager Administration, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server.
2
Select the Sites folder. Result: The Sites folder opens and the Assignments folder appears.
3
Select the Assignments folder. Result: The list of assignments appears.
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Click the assignment that you want to change. Result: The Routing Table Assignment window appears.
5
In the Network Skillsets box, click the network skillset for which you want to delete a site from the routing table.
6
In the Network Sites table, clear the check box beside each site that you want to delete from the routing table.
7
To save the routing table assignment, click Save Assignment. If the list of selected sites is empty, then calls for the skillset are not routed to remote sites after the assignment is run.
Moving a site in the routing table 1
In Contact Center Manager Administration, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server.
2
Select the Sites folder. Result: The Sites folder opens and the Assignments folder appears.
3
Select the Assignments folder. Result: The list of assignments appears.
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Click the assignment that you want to change. Result: The Routing Table Assignment window appears.
5
In the Network Skillsets box, click the network skillset for which you want to change the routing table.
6
In the Network Sites table, select the site that you want to move.
7
If you want to move the site up in the routing table, click the up arrow. If you want to move the site down in the routing table, click the down arrow.
8
To save the routing table assignment, click Save Assignment.
Changing the schedule for the routing table assignment 1
In Contact Center Manager Administration, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server.
2
Select the Sites folder. Result: The Sites folder opens and the Assignments folder appears.
3
Select the Assignments folder. Result: The list of assignments appears.
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Click the assignment that you want to change. Result: The Routing Table Assignment window appears.
5
From the Schedule Task list, select the type of schedule that you want to create. You can choose from Specific date, Daily, Weekly, and Monthly.
6
From the Start Time list, select the time when you want the schedule to begin. ATTENTION
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The time values represent the application server time, not the client time. If your application server is in a different time zone than the client from which you are scheduling the assignment, you must take into account the time difference. To view the current application server time, click Update beside the Application Server Time box. The schedule that you define must be based on this application server time.
7
In the Start Date box, click the drop-down button to view a calendar.
8
In the calendar, click the date when you want the schedule to begin.
9
Based on the schedule type (that is, daily, weekly, or monthly), select the days and months when you want the assignment to occur.
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Click Save Assignment to save the routing table assignment,.
11
Click Schedule to activate the assignment.
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To delete an assignment Before you delete an assignment, ensure that the assignment is not scheduled.
Deleting an assignment 1
In Contact Center Manager Administration, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server. Result: The server expands.
2
Select the Sites folder. Result: The Sites folder opens, and the Assignments folder appears.
3
Select the Assignments folder. Result: The list of assignments appears.
4
Click the assignment that you want to delete.
5
Click Delete Assignment. Result: A message box appears asking you to confirm your choice.
6
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Click Yes to delete the assignment.
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Section D: Historical statistics collection
In this section Overview of historical statistics collection
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Configuration of historical statistics collection
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Overview of historical statistics collection You can choose how long to store network call-by-call statistics at the Network Control Center (NCC). Your configuration determines
the period for which network call-by-call statistics reports can be generated. For example, if you store network call-by-call statistics for two days, you cannot generate a network call-by-call report for three days ago. the amount of disk space required on the NCC.
Network call-by-call statistics Network call-by-call statistics are statistics that record everything that happens to a call that is routed to the network. For example, network call-by-call statistics record
calls abandoned at the destination.
wait time at the destination.
calls answered at the destination.
Collection of network call-by-call statistics At each site in the network, the administrator can choose the applications for which network call-by-call statistics are collected. For example, the administrator at BestAir Toronto can choose to collect network call-by-call statistics for the Master_Script application. If the administrator chooses this option, all other sites in the network begin collecting network call-by-call information for all calls networked out from Toronto by that application. Sites begin to collect statistics when the Toronto server notifies them that network call-by-call statistics collection is enabled. It can take several minutes for this information to be propagated to all servers in the network.
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Storage of network call-by-call statistics The servers accumulate the statistics and send them to the NCC every 15 minutes using the Nortel server subnet. The NCC stores the statistics for a configurable period. ATTENTION
If the NCC is not accessible, network call-by-call data is stored at the source server until the NCC becomes available again. If the source server runs out of disk space before the NCC becomes available, it begins to overwrite the oldest network call-by-call data files with the new files.
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Configuration of historical statistics collection Follow this procedure to specify how long network call-by-call statistics are stored on the NCC.
Configuring historical statistics collection on the NCC 1
In Contact Center Manager Administration, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server.
2
Click the Network Historical Statistics folder. Result: The Networking Historical Statistics window appears.
3
In the Keep Network Call-by-Call data for box, specify the number of days you want to store call-by-call statistics on the NCC. ATTENTION
This value should match the value configured in the Historical Statistics Configuration window on each server. For example, consider what happens if you retain network call-by-call statistics for three days, but you retain call-by-call statistics for two days at each site. When you generate a network call-by-call report for three days ago, the report contains information about events occurring at the destination site, but it does not contain information about events occurring at the source site.
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In the Network call rate box, estimate the average number of calls networked out (routed from one site to another) per hour.
5
Click Submit. Result: The system calculates the amount of disk space required for the call-by-call database under your configuration. It displays this amount in the Required box. The available disk space appears in the Actual box.
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Chapter 6
Administering servers In this chapter Overview
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To configure MCDN network CDNs
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To configure DNIS Network CDNs
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To configure Landing Pads for Universal Networking
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To configure network communication parameters
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To configure network skillset properties
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To monitor and stop filtering
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Overview To set up Network Skill-Based Routing on your Contact Center Manager network, you must configure each of the servers in your network. At each server, configure:
an MCDN network CDN on which incoming network calls are received (if Universal Networking is not applicable)
Landing Pads (if Universal Networking is applicable)
communication parameters
network skillsets
After you configure your servers, monitor them regularly to make sure that they are communicating properly.
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To configure MCDN network CDNs On each server in the network, you must configure the MCDN network CDN on which incoming network calls are received when using MCDN NSBR. ATTENTION
Use the MCDN network CDN for incoming network calls only. To check whether local calls are arriving on an MCDN network CDN, use the Network Call intrinsic, and then give the local call a special treatment, such as a RAN route that gives the number to dial for local calls. For more information, refer to the Scripting Guide.
Multiple MCDN network CDNs You can configure multiple MCDN network CDNs for the following reasons:
to enable agents to identify the source site from the phoneset display. For example, if all calls from Boston come in on the MCDN network CDN 555-7777, then when this number appears in the phoneset display, the agent knows that the call was sent from Boston. This information can help the agent determine how to respond to the caller. For information about configuring phoneset displays, see the Contact Center Manager Administration online help. to generate CDN statistics on a per-site basis. You can use network reports to view which source sites are networking calls in to your site. to set up different treatments for calls from different source sites that are returned to the queue before they are presented to an agent. Calls can be returned to the queue if an agent becomes unavailable (by pressing Not Ready, for example) in the moment between arrival of the call at the site and presentation of the call to the agent. For example, you can give different RAN messages to callers from different source sites who are routed to the target node and are waiting for an agent to answer.
To use multiple MCDN network CDNs, you must:
configure a CDN for each server from which you receive calls
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configure each server to route calls to a different MCDN network CDN
Example of using multiple MCDN network CDNs The administrator at BestAir Toronto wants to provide agents with information about where a call is arriving from, before they answer calls. To do so, the administrator performs the following tasks:
defines two MCDN network CDNs: BOSTON and SF (for calls from Boston and San Francisco, respectively) configures agent phoneset displays to show the name of the CDN on which the call arrives informs the administrators at the Boston and San Francisco sites of the unique MCDN network CDNs (dialable DNs) that they must each use to route network calls to Toronto
Therefore, when a call routed from the Boston site is presented to an agent at the Toronto site, the agent phoneset display contains “BOSTON.” Due to this configuration, the agent knows that the incoming call is a network call originating in Boston. This information can help the agent respond to the call appropriately.
Before you begin Configure the CDNs on the telephony switch. At the telephony switch, each CDN is configured like a local CDN; MCDN network CDNs have no special requirements. For information about configuring a CDN on the telephony switch, see the Nortel Contact Center Communication Server 1000/Meridian 1 and Voice Processing Guide.
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Configuring an MCDN network CDN 1
In Contact Center Manager Administration, on the system tree in the Configuration component, click CDNs. Result: The list of CDNs defined on the server appears.
This is applicable only for a CS 1000/Meridian 1 telephony switch. 2
In the Name box, type the name of the CDN as it appears in the CDNs window and on reports.
3
In the Number box, type the CDN number as configured on the telephony switch. This number is the dialable DN that other sites must use to send network calls to your site. If you want to recognize where incoming network calls are arriving from, you can set up a separate MCDN network CDN for each site from which you can receive calls.
4
From the Call Type list, select MCDN Network.
5
Select the Acquired? check box to acquire this CDN.
6
Click another row of the table to save the new CDN.
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To configure DNIS Network CDNs On each server in the network, you must configure the DNIS network CDN on which incoming network calls are received on a DNIS Landing Pad. You can configure only one DNIS network CDN on each server.
Before you begin Configure the DNIS Network CDNs on the telephony switch. At the telephony switch, each CDN is configured like a local CDN; DNIS Network CDNs have no special requirements. For information about configuring a CDN on the telephony switch, see the Nortel Contact Center Communication Server 1000/ Meridian 1 and Voice Processing Guide.
Configuring a DNIS Network CDN 1
In Contact Center Manager Administration, on the system tree in the Configuration component, click CDNs. Result: The list of CDNs defined on the server appears.
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2
In the Name box, type the name of the CDN as it appears in the CDNs window and on reports.
3
In the Number box, type the CDN number as configured on the telephony switch. Ensure that this number matches the CDN number configured on the telephony switch.
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The DNIS Landing Pads on the telephony switch must be mapped to the DNIS Network CDN. For information about mapping Landing Pads, see Nortel Contact Center Communication Server 1000/Meridian 1 and Voice Processing Guide or the Contact Center Manager Switch Guide for Communication Server 2x00/DMS. 4
From the Call Type list, select DNIS Network.
5
Select the Acquired? check box to acquire this CDN.
6
Click another row of the table to save the new CDN.
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To configure Landing Pads for Universal Networking A Landing Pad identifies the call that is sent to a target site. The target site reserves a Landing Pad for the call ID at the source site. The source site then requests the telephony switch to send the call to the Landing Pad. When the call arrives on the Landing Pad at the target site, the Contact Center Manager Server maps the call to the original call ID at the source to determine to which agent to present the call. Landing Pads can be either CDNs or DNISs. For each site that is configured to use Landing Pads, you must define the Landing Pads. If the site is configured to use CDN Landing Pads, you must configure CDN Landing Pads; if it is configured to use DNIS Landing Pads, you must configure DNIS Landing Pads and the DNIS Network CDN. Landing Pads are required for Network Skill-Based Routing in a network with one or more Communication Server 2x00/DMS telephony switches or Communication Server 1000/Meridian 1 PBX telephony switches. To determine the number of Landing Pads that you require, see the Estimating the Number of Trunks and Landing Pads.xls at the Partner Information Center (PIC) at www.nortel.com/pic.
Before you begin Configure the CDNs or DNISs on the telephony switch. For information about configuring a CDN on the telephony switch, see the Nortel Contact Center Communication Server 1000/Meridian 1 and Voice Processing Guide and the Nortel Contact Center Manager Switch Guide for Communication Server 2X00/ DMS or the Contact Center Manager Switch Guide for Communication Server 2x00/DMS.
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Configuring a CDN Landing Pad 1
On the system tree, in the Configuration component, double-click the server in Contact Center Manager Server to which you want to add the Landing Pad CDN (Route Point). Result: The server expands to reveal its resources.
2
Click the CDNs (Route Points) heading. Result: The CDNs (Route Points) window appears.
3
Select the Landing Pads tab.
4
In the empty Name box at the bottom of the table, type the name of the new Landing Pad CDN (Route Point).
5
Press Tab.
6
In the Number box, type the Landing Pad CDN (Route Point) number. This number must match the number configured on the telephony switch.
7
Select the Acquired? check box to acquire the CDN. Result: The Status column displays the acquisition status of the CDN.
8
Press Tab to submit your changes. Result: The system adds the Landing Pad CDN (Route Point), and Acquired Pending appears in the Status column.
Configuring a DNIS Landing Pad 1
On the system tree, in the Configuration component, double-click the server under which you want to add the DNIS Landing Pad. Result: The server expands to reveal its resources.
2
Click the DNISs heading. Result: The DNISs window appears.
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Select the Landing Pads tab.
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In Name box, type the name of the new DNIS.
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In the Number box, type the DNIS number. This number must match the number configured on the telephony switch
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Optionally, in the Description box, type a description for the DNIS Landing Pad.
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Press Tab to save your changes.
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To configure network communication parameters You must configure the following network communication parameters on each server in the network:
the number that your telephony switch dials to route a call to that site how many times your server tries to queue calls to the site after a route attempt fails, and the number of seconds between retries the amount of time an agent at the site is reserved to answer a call routed from your server the amount of time your server waits for a reply from the remote sites, if routing is based on longest idle agent or average speed of answer the Landing Pad type, if the server has Universal Networking enabled
Dialable DN configuration with MCDN networking When you configure the connection to a site, you specify the number that your Communication Server 1000/Meridian 1 PBX telephony switch dials to reach the MCDN network CDN. For sites that are using MCDN networking on a CS 1000/Meridian 1 switch, the dialable DN must be the MCDN network CDN—the CDN on which the remote site receives incoming network calls. This CDN must be configured as an MCDN network CDN on the remote server. For example, on the Toronto server, the dialable DN for Boston is 8-555-1111 (see the illustration on page 130). The number you enter must be the number configured in the CDNs window on the remote server, with any prefixes required by your dialing plan.
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Call arrives Call arrives at MCDN network CDN
Switch
Initiate Master script
Network call to 9-540-3100
Toronto (server)
Switch
Initiate network script Boston (server)
Network Config Parameters Boston: Dialable Number: 9-540-3100
G101338
The following list describes how a call is processed.
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A call arrives at the Toronto telephony switch and is passed to the Toronto server.
2.
The Toronto server initiates the Master_Script.
3.
Based on logic in the script, the server instructs the telephony switch to route the call to Boston.
4.
The server passes the DN for Boston to the telephony switch.
5.
The telephony switch transfers the call to this number.
6.
The call arrives on an MCDN network CDN at Boston.
7.
The call is passed to the server.
8.
The Boston server initiates the Network_Script.
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Dialable DN configuration with Universal Networking For sites using CDN or DNIS Landing Pads, use the Dialable DN/Prefix field to create a dialable number from the Landing Pad number received from the target site. Depending on the dialing plan, you may need to delete leading digits from the Landing Pad number or append a prefix to the Landing Pad number to make it a dialable number. If the Landing Pad type is MCDN, the Dialable DN/Prefix field is populated with the MCDN Network CDN and only numeric values are permitted (as explained in “Dialable DN configuration with MCDN networking” on page 129). If the Landing Pad type is CDN or DNIS, you can populate the Dialable DN/ Prefix field with any one of the following formats:
[D#][Pn][Cn,n,n] (where # is any digit from 0 to 9 and n is any numeric value)
[D#]
[Pn]
[Cn]
[D#][Cn,n,n]
[D#][Pn]
[Pn][Cn,n,n]
D (Delete)—The number of digits to delete from a Landing Pad address to make it a dialable number. P (Prefix)—The prefix digits to prefix to the Landing Pad address to make it a dialable number. C (CTI digits)—Used by Communication Control Toolkit (CCT) to determine the location of a dialed number. (For more information, see “Dialable DN configuration for CTI Call Attached data networking” on page 135). The Dialable DN/Prefix value can be up to 32 characters in length. The following three examples show how the D and P values are used to manipulate the Landing Pad to make it a dialable number. Network Control Center Administrator’s Guide
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Example 1—Use of D values in an intra-nodal CS 2x00/DMS environment All Contact Center Manager Server nodes are connected to the same CS 2x00/ DMS switch. In this example, the source node (Toronto) and the target node (Boston) are connected to the same CS2x00/DMS switch. These two nodes have a five-digit dialing plan. This means that a Toronto user can dial only five digits at the Boston switch. The Landing Pad type is DNIS. When a DNIS Landing Pad is reserved at Boston, the number is the full 10-digit DNIS number (as configured in Contact Center Manager Administration in the DNIS Landing Pad field and on the switch as a supplementary DN). This 10-digit DNIS number is returned to Toronto. However, the 10-digit DNIS Landing Pad number is not a dialable number from Toronto. In the following illustration, the Dialable DN/Prefix field is set to D5, which means delete the leading five digits from the DNIS Landing Pad, and then use the remaining five digits as the dialable number to reach the Boston switch.
Example 2—Use of P values in a heterogeneous nodal environment The network contains a mix of CS 1000/Meridian 1 and CS 2x00/DMS switch types. 132
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In this example, the source node (Toronto) is connected to a CS 2x00/DMS switch and the target node (Dallas) is connected to a CS 1000/Meridian 1 switch. To dial a number at the Dallas switch, a Toronto user must dial the prefix 870 and then append the Landing Pad number from the Dallas node. In this example, the Landing Pad type is CDN. When a CDN Landing Pad is reserved at Dallas, the number is the four-digit CDN number (as configured in Contact Center Manager Administration in the CDN Landing Pads field and acquired on the CS 1000/Meridian 1 switch). The four-digit CDN number is returned to Toronto. However, this four-digit CDN Landing Pad number is not a dialable number from Toronto. In the following illustration, the Dialable DN/Prefix field is set to P870, which means that the digits 870 are prefixed to the Landing Pad number. The dialable number is 870 + the Landing Pad number returned from Dallas.
Example 3—Use of D and P values in a heterogeneous nodal environment The network contains a mix of CS 1000/Meridian 1 and CS 2x00/DMS switch types. In this example, the source node (Dallas) is connected to a CS 1000/Meridian 1 switch and the target node (Toronto) is connected to a CS 2x00/DMS switch. To dial a number at the Toronto switch, a Dallas user must dial an access code of 630 to get onto the trunk and then dial a seven-digit number. The Landing Pad Network Control Center Administrator’s Guide
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type is CDN. When a CDN Landing Pad is reserved at Toronto, the number reserved is the full 10-digit CDN number. However, the 10-digit CDN Landing Pad number is not a dialable number from Dallas. In the following illustration, the Dialable DN/Prefix field is set to D3P630, which means delete the leading three digits from the Landing Pad, and then prefix the remaining digits with 630.
You require knowledge of the dialing plans between the nodes in the network to correctly configure the Dialable DN/Prefix field for Universal Networking. After you configure the dialable DN for Universal Networking, Nortel strongly recommends that you place a test call to ensure that the Dialable DN/Prefix field is configured correctly. You must configure the Dialable DN/Prefix field for each source-to-target pairing in the Network Communication parameters page of Contact Center Manager Administration. This means that the Dialable DN/Prefix field can be different for each source-to-target pairing.
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Dialable DN configuration for CTI Call Attached data networking As referenced in the previous section, “Dialable DN configuration with Universal Networking” on page 131, a [Cn,n,n] parameter is available in the Dialable DN/Prefix field. This parameter is used to configure Computer Telephony Integration (CTI) Call Attached Data (CAD) networking. For CTI CAD networking to operate successfully, the source node must always know to which site a call requiring CTI CAD networking is targeted. The [Cn,n,n] parameter identifies this target location. As is required when you configure the [D#] and [Pn] values for Universal Networking, you must configure the [Cn,n,n] values for each source-to-target pairing that requires CTI CAD networking in the Networking Communication Parameters page of Contact Center Manager Administration. The format [Cn,n,n] means that you can use one or more C values for a sourceto-target pairing (for more information, see “Example 1—Use of multiple C values in an intra-nodal environment” on page 135 and “Example 2 – Use of a single C value in a heterogeneous nodal environment” on page 136). The C value represents a prefix or a number of unique leading digits that identify the end location of a number (for example, the target node in the network). When a request for CTI CAD networking is received for a call, the leading digits of the target node are compared to the C values configured in the Dialable DN/ Prefix field. If a match is found, then CTI CAD networking successfully executes and the Call Attached Data is sent to the target node. Example 1—Use of multiple C values in an intra-nodal environment In this example, the source node (Toronto) and the target node (Boston) are connected to the same CS 2x00/DMS switch. The dialing plan between these two nodes is a five-digit dialing plan. To dial any number at the Boston switch, a Toronto user can dial only five digits. The switch administrator in Boston configured all of the agent IDN keys (personal DNs) as 71XXX or 72XXX. Agent A at Toronto wants to transfer a call with Call Attached Data to Agent B at Dallas. Agent A transfers the call to the number 71203, where Agent B’s personal DN number is 71203.
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In this example, the C value in the Dialable DN/Prefix field is configured as C71,72. When the number 71203 is compared to the C values, a match is found against the leading digits 71 and the system recognizes that Toronto is making a CTI CAD networking request to Boston. (The C values in this Dialable DN/ Prefix field are used to represent all of the possible agent IDN keys in Boston). The Dialable DN/Prefix field is configured as D3C71,72. To pass Call Attached Data across the network when a user transfers or conferences a call to a remote CDN, the user must include the Call Attached Data prefix in the C values of the Dialable DN/Prefix field.
*At this point, a Landing Pad is requested from Boston and the returned Landing Pad number is manipulated by the D5 portion of the Dialable DN/Prefix field. Landing Pads are used here to match the Call Attached Data that is sent across the network. Example 2 – Use of a single C value in a heterogeneous nodal environment In this example, the source node (Toronto) is connected to a CS 2x00/DMS switch and the target node (Dallas) is connected to a CS 1000/Meridian 1 switch. To dial a number at the Dallas switch, a Toronto user must dial the prefix 870 (for example, when an ESN dialing plan is in place) and then append the number from the Dallas node. Agent A at Toronto wants to transfer a call to 136
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Agent B at Dallas with Call Attached Data. Agent A transfers the call to the number 8703001, where Agent B’s personal DN is 3001. In this example, the C value in the Dialable DN/Prefix field is configured as C870. Therefore, when the number 8703001 is compared to the C values, a match is found against the 870 leading digits and the system recognizes that Toronto is making a CTI CAD networking request to Dallas. The complete Dialable DN/Prefix field is configured as P870C870.
*At this point, a Landing Pad is requested from Dallas and the returned Landing Pad number is manipulated by the P870 portion of the Dialable DN/Prefix field. Landing Pads are used here to match the Call Attached Data that is sent across the network.
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Configuring network communication parameters 1
In Contact Center Manager Administration, on the system tree in the Configuration component, click Network Communication Parameters. Result: The Network Communication Parameters window appears.
This window lists the local and remote sites in your network and their statuses. For more information, see “To monitor and stop filtering” on page 145. 2
Click the row containing the site whose communication parameters you want to edit.
3
Click Site Parameters. Result: The Site Parameters window appears.
4
From the Landing Pad Type list, select the Landing Pad type. Available Landing Pad types depend on how the site was configured on the NCC. This column is present only if Universal Networking is enabled on the server. If you change Landing Pad type, review all timer settings as they may require modifications depending on the selected Landing Pad type.
5
In the Dialable DN/Prefix box, type the number that the telephony switch dials to reach the network CDN at the remote site. The number must include any prefixes required by the dialing plan configured on the telephony switch. The Dialable/DN prefix value can be up to 32 characters in length. If you use MCDN networking, enter the number in the format used in your NACD routing table.
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You configure the Dialable DN/Prefix field differently if you select MCDN as the Landing Pad type than if you select CDN (Route Point) or DNIS as the Landing Pad type. If you select MCDN as the Landing Pad type, you must configure the Dialable DN/Prefix field with the full dialable number to the network CDN at the target. This is the number that the telephony switch dials to route a call. For more information, see “Dialable DN configuration with Universal Networking” on page 131. 6
In the Number of Retries box, type the number of times that your server attempts to route a call to a reserved agent at this site before filtering the site out of the routing table. For more information, see “Retries and filtering” on page 45.
7
In the RetryTimer (Sec.) box, type the time that elapses before the server attempts to queue a call to this site after a route attempt fails (for example, if all trunks are busy). For more information, see “Retries and filtering” on page 45.
8
In the Agent Reserve Timer (Sec.) box, type the number of seconds an agent at this site is reserved when your site attempts to send a call. If the source site cannot cancel the agent reservation, then it expires after this period. Make sure that the Agent Reserve Timer allows enough time for calls to be networked to their destination. To do so, make several test calls to a network skillset that has only one agent logged on at the destination site, and then run a report to ensure that the number of times the agent is reserved is equal to the number of network calls answered. If the number of times the agent is reserved is greater than the number of network calls answered, then the reservation timer is probably too low. Increase the agent reservation timer and make the test calls again. The Agent Reserve Timer also applies to the source site if it uses either the Longest Idle Agent or Average Speed of Answer feature and network skillsets are configured with include local node enabled.
9
For the source node only, in the Nodal Request Wait Timer (Sec.) box, specify how long to wait for responses from destination servers, if the skillset is configured for longest idle agent or average speed of answer. Normally, all nodes respond before the timer expires; after receiving responses from all destination sites, the local server routes the calls and cancels all agent reservations. If one site is slow to respond, however, agents remain reserved while the local server waits for the response. This timer determines how long the server waits for a response before routing the call and canceling agent reservations.
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The timer should be high enough to allow most destination sites to respond under normal conditions. However, if the timer is too high, agents at the responding sites are reserved (and thus unavailable to answer calls) for long periods of time. You can configure this timer differently for each source site. However, the timer applies to all destination sites to which the source site queues calls. The Nodal Request Wait Timer cannot equal or exceed the Agent Reserve Timer for the destination sites. (This ensures that agent reservations do not time out before the call can be routed.) Nortel recommends that the Agent Reserve Timer be at least 2 seconds more than the Nodal Request Wait Timer. 10
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Click Submit to save your changes.
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To configure network skillset properties You can configure the following properties for each network skillset:
the maximum number of calls that can be queued for the skillset at this server
the number by which queued calls must decrease before filtering stops
whether to queue calls to the local site
In addition, if you use the Longest Idle Agent feature, you must make sure that you configure the Agent Order Preference in the Global Settings the same way on every server in the network.
Configuring a network skillset 1
In Contact Center Manager Administration, on the system tree in the Configuration component, click Skillsets. Result: The Skillsets window appears.
2
In the Call Request Queue Size box, type the maximum number of calls that can be queued for this skillset on your server. For example, if this value is set to 100, then up to 100 calls can be queued for this skillset at your server. When 100 calls are queued, your server is filtered from the routing tables for this skillset at every other site that attempts to queue a call for this skillset to your site. If the Call Request Queue Size is set to zero (0), then no calls are networked in from other sites.
3
In the Flow Control Threshold box, type the number by which queued calls for this skillset must decrease before filtering of your server stops. For example, if Call Request Queue Size is set to 100, and Flow Control Threshold is set to 20, then filtering of this network skillset ceases only when the number of queued calls falls to 80.
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4
Select the Include Local Node check box to queue calls to the local node, as well as to remote nodes, with the Queue to Network Skillset command. This option is available only for Release 5.0 and later.
5
Click another row of the table to save the changes.
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Configuring Agent Order Preference 1
In Contact Center Manager Administration, on the system tree in the Configuration component, click Global Settings. Result: If you configure Global Settings on a CS 1000/Meridian 1 telephony switch, the following Global Settings window appears.
Result: If you configure Global Settings on a CS 2x00/DMS telephony switch, the following Global Settings window appears.
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From the Agent Order Preference list, select one of the following:
Longest total time in idle state since login—Choose this option if you want calls presented to the agent who accumulated the most idle time since logging on.
Longest time in idle state since last status change—Choose this option if you want calls presented to the agent who accumulated the most idle time since their last status change.
Longest total time since last CDN/ACD call—Choose this option if you want calls presented to the agent with the longest elapsed time since handling a CDN/ACD call.
Ensure that Agent Order Preference is configured identically on each server in the network.
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To monitor and stop filtering Your server automatically filters sites from its routing tables to prevent calls from being routed to them. It also stops filtering automatically after a configurable amount of time (Filter Timer). You can monitor the sites and skillsets that your server is currently filtering. If the problem that led to the filtering is resolved, you can stop filtering manually rather than waiting for the filter timer to elapse. When a site is unfiltered, the system generates and logs an event message. This is a new feature.
Site filtering Your server filters a site from the routing tables for all of its skillsets when the site is unreachable. A site can be unreachable for the following reasons:
The NACD is not installed on the destination telephony switch, or an NACD error occurred. This is applicable to MCDN networking only. The dialable DN/Prefix field configured for the destination site is incorrect. The MCDN Network CDN is not configured or acquired at the destination site (either on the server or on the telephony switch).
The server is not running at the destination site.
The D-channel is down. This is applicable to MCDN Networking only.
All trunks are busy at the source or destination.
The trunk is blocked.
All Landing Pads are busy at the destination site. This is applicable to Universal Networking only. The DNIS Network CDN is not configured or acquired at the destination site. This is applicable to Universal Networking only. Contact Management Framework (CMF) is out of service at the destination site. This is applicable to Universal Networking only.
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When a site is filtered from the routing table, your server does not attempt to queue calls to that site. Example 1.
BestAir Toronto receives a call for the Bookings skillset.
2.
Toronto queues the call to BestAir Boston.
3.
Boston reserves an agent and notifies Toronto.
4.
Toronto routes the call to Boston.
5.
The route attempt fails. In the next 5 seconds (the Retry Timer period), Toronto receives several more calls for skillsets at Boston, but it does not attempt to queue these calls to Boston. (However, the server does not cancel existing requests to Boston.)
6.
After 5 seconds elapse, Toronto receives another call for Bookings.
7.
Toronto attempts to queue this call to Boston. Again, an agent is reserved, but the call cannot be routed.
8.
After one more failed attempt (the Number of Retries is set to 3), Toronto cancels all requests to Boston and filters Boston from all of its routing tables for 1 hour (the Filter Timer period). That is, not only does it filter Boston from the routing table for Bookings, but it also filters Boston from the routing tables for all of the other network skillsets.
9.
After the hour elapses, BestAir Toronto again begins to queue calls to Boston.
Network skillset filtering Network skillset filtering occurs:
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if a network skillset at a remote site is too busy (that is, if the number of queued calls for that skillset exceeds the maximum value, as configured at each server) if the network skillset is out of service
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When either of these conditions occurs, your server filters that site from the routing table for that network skillset. While the network skillset is filtered, your server does not attempt to queue calls for that skillset to the remote site. (However, your server continues to queue calls to other skillsets at that site.) Example 1.
The administrator of the Boston server set the Call Request Queue Size for the Bookings skillset to 25. Currently, 25 calls are queued to the Bookings skillset at the Boston server.
2.
The Toronto server receives a call for the Bookings skillset and attempts to queue it to Boston.
3.
Boston rejects the call, and Toronto filters Boston from the routing table for the Bookings skillset.
4.
Filtering stops when the number of queued calls drops by 5 to 20 calls in queue (5 is the value configured in the Flow Control Threshold by the Boston administrator).
Viewing filter status for remote sites and network skillsets 1
In Contact Center Manager Administration, on the system tree in the Configuration component, click Network Communication Parameters. Result: The Network Communication Parameters window appears.
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This window contains the following information: Column
Description
Communication The status of communication with the site. Valid values Status include:
Site Filter
Network Skillset
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N/A—not applicable (local site)
Open—communication is occurring
Not Established—the server is attempting to open communication
Closed—a communication problem occurred
Whether the site is currently filtered and, if so, the reason. Valid values include:
N/A—not applicable (local site)
Off—the site is not filtered
Server communication failure
Dialable DN was configured incorrectly
NACD package restriction at destination
Maximum number of retries reached
Trunk allocation problem – server suspended
Incompatible server versions
All Landing Pads busy at the destination site
DNIS network CDN not configured or acquired at the destination site
CMF is out of service at the target node
Lists the names of skillsets that are filtered, or contains All Skillset if the site is filtered.
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Column
Description
Skillset Filter
If a list of skillsets appears in the Network Skillset column, this column indicates whether each network skillset is filtered and, if so, the reason. Valid values include:
Landing Pad Type
N/A—not applicable (local site)
Off—the skillset is not filtered
Max Request
Out of Service
Unknown Skillset
Valid values:
N/A
MCDN
CDN (Route Point)
DNIS
Dialable DN/ Prefix
The number that the telephony switch dials to reach the network CDN at the remote site. The number must include any prefixes required by the dialing plan configured on the telephony switch. The Dialable/DN prefix value can be up to 32 characters in length.
Number of Retries
Displays the number of times the system continues to attempt to route a call to a site after a routing failure occurs. When the number of retries limit is reached, the site is filtered from the routing table for the length of time set in the Retry Timer.
RetryTimer
Displays the amount of time that elapses (in seconds) before the server attempts to queue a call to this site after a route attempt fails (for example, if all trunks are busy). If the Retry Timer is set to 0, the agent reservation is canceled but the site is not filtered. Valid values: 0 through 10 only
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Column
Description
Agent Reserve Timer
The number of seconds that a remote agent is reserved while the local site attempts to send a call. If the agent reservation cannot be canceled, the reservation expires after the period of time set in this box. The Agent Reserve Timer for each target site must be set higher than the Nodal Request Wait Timer at the source site.Valid values: digits from 2 to 30 seconds in 2second increments
Nodal Request Wait Timer
The number of seconds the source node waits for a response from the target nodes before making the routing decision. Valid values: Digits only; range from 1 to 10 seconds. This value is only applicable for the source node.
The Site Filter column indicates the filtering status for the site. The Skillset Filter column indicates the filtering status for each skillset specified in the Network Skillset column. To stop filtering, continue with the procedure, “Manually stopping filtering for remote sites” on page 151. If the Site Filter value is not Off, check the Event Browser in the Server Utility to find the errors that led to filtering. 2
To refresh the display, click Refresh.
To manually stop filtering for remote sites and network skillsets The following is an example of when it is useful to manually stop filtering. Example
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1.
The supervisor of the Bookings skillset at the Boston site schedules an emergency meeting from 10:00 a.m. to 10:30 a.m. for all local agents in that skillset.
2.
All agents log off the skillset to go to the meeting. As a result, the skillset goes out of service. When other sites attempt to queue calls to this skillset, they discover that it is unavailable, and they filter it out of their routing tables.
3.
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4.
Boston notifies all sites that the skillset is again available.
5.
When a site receives the notification, it turns off filtering.
Administrators at the other sites are notified about the meeting. Rather than wait for notification from the Boston server, they can stop filtering manually at 10:30 a.m. Manually stopping filtering for remote sites 1
In Contact Center Manager Administration, on the system tree in the Configuration component, click Network Communication Parameters. Result: The Network Communication Parameters window appears.
2
Click the row containing the site whose site filter you want to turn off.
3
Click Stop Site Filter.
4
To refresh the display, click Refresh.
Manually stopping filtering for network skillsets 1
In Contact Center Manager Administration, on the system tree in the Configuration component, click Network Communication Parameters. Result: The Network Communication Parameters window appears.
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Click the row containing the site whose skillset filter you want to turn off.
3
Click Stop Skillset Filter.
4
To refresh the display, click Refresh.
Contact Center Manager
Chapter 7
Monitoring network performance In this chapter Overview
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Consolidated Agent Position Status Count
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Consolidated Application display
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Consolidated Skillset display
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Overview You can use the following network consolidated real-time displays at the NCC to monitor network performance:
Consolidated Agent Position Status Count
Consolidated Application Display
Consolidated Skillset Display
This chapter describes these real-time displays.
Graphical displays The real-time displays present consolidated data in a tabular format. You can choose to view the site or network summary information in a graphical format— a pie chart or a bar chart. To start a site summary While viewing a real-time display grid, on the Site column, click the site that you want to see portrayed in a summary chart. A delay of approximately 5 seconds occurs before the summary chart opens, showing the values displayed in the grid, either in bar-chart or pie-chart format. You can print the chart, change it from color to pattern, or export it as a graphic (either a .bmp or .jpg file) to the location that you specify in the Properties tab or to the desktop if you do not define the export path. For information about site summary chart components, see the Contact Center Manager Administration online Help. In the Properties tab, for each real-time display of which you make a private copy, you can change the format of the summary charts and you can make the display public again. To start a network summary You can start a performance summary chart in bar format of all sites in the network (if you work in a networked environment). The chart updates at the same refresh rate as the real-time display grid. 154
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In the real-time display grid, click Network Summary. A delay of approximately 5 seconds occurs before the chart opens. You can print the chart, change it from color to pattern, or export it as a graphic (either a .bmp or .jpg file) to the location that you specify in the Properties tab or to the desktop if you do not define the export path. For information about network summary chart components, see the Contact Center Manager Administration online Help.
Filters You can define filters that include a subset of the sites, skillsets, and applications in a specific display. For example, you can create a filter called customer_service, which contains all of the skillsets and applications belonging to the customer service unit, across all sites. The information is collapsed to show the total and grand totals. Click the plus sign (+) to expand the information for the group and click the minus sign (–) to collapse the information. When you create the filter, you specify how the information is grouped. You can group information in the following ways:
Filter—Site—Element
Filter—Element—Site
Site—Filter—Element
For example, if the customer_service filter is grouped by Filter—Element—Site, it contains the following information: Customer_Service
Customer_Service
Sales_Sk
SiteA
Service_Sk
SiteA
Sales_Sk
SiteB
Service_Sk
SiteB
Total
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Totals in filters When you use filters on a display, Contact Center Manager Administration calculates the following totals:
subtotals for all of the elements in the filter
subtotals for all of the sites
a grand total for all of the elements in the display
For raw statistics, such as number of calls answered, the grand total and subtotals are calculated by summing all the appropriate entries in the same column. For formula-based statistics, such as average answer delay, the grand total and subtotals are recalculated using the total values in the appropriate columns. Example The following example shows subtotals for all of the elements in Filter A, subtotals for all of the elements in Filter B, and the grand total for all of the elements in both filters combined.
Ansd
Ans > Abdn > Total Avg Ans Abnd Thresh Thresh Ans Dly Dly Srv Lvl %
AppA
10
2
5
1
120
120/10 = 12
((10+2)-(5+1))*100/ (10+2) = 50
AppB
6
3
2
1
80
80/6 = 12.3
((6+3)-(2+1))*100/ (6+3) = 66.6
FilterA Total
16
5
7
2
200
(120+80)/ (((10+6)+(2+3))(10+6) = ((5+2)+(1+1)))*100/ 12.5 ((10+6)+(2+3)) = 57.14
5
1
2
0
60
60/5 = 12 ((5+1)-(2+0))*100/ (5+1) = 66.66
FilterA
FilterB
AppC
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Ansd
Ans > Abdn > Total Avg Ans Abnd Thresh Thresh Ans Dly Dly Srv Lvl %
AppD
12
3
4
1
130
130/12 = ((12+3)-(4+1))*100/ 10.83 (12+3) = 66.66
FilterB Total
17
4
6
1
190
(60+30)/ (((5+12)+(1+3))(5+12) = ((2+4)+(0+1)))*100/ 11.17 ((5+12)+(1+3)) = 66.66
33
9
13
3
390
Grand Total
(120+80+ 60+130)/ (10+6+5+ 12) = 11.81
((10+2+6+3+5+1+ 12+3) - (5+1+2+1+ 2+ 0+4+1)) * 100 / (10+2+6+3+5+1+12 +3) = 61.90
If the same element appears twice in the display (for example, if AppB is in both FilterA and FilterB), the totals for the filters are correct, but the grand total is incorrect. (The AppB values are added to the grand total twice.) Do not create displays with overlapping filters.
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Consolidated Agent Position Status Count In this display, you can view the number of agents in various states in skillsets across the network. You can view details such as the number of agents who are:
in service (logged on)
waiting to receive calls
not ready to receive calls
currently handling skillset or ACD/NACD calls
You can open a site or network summary bar chart or pie chart showing the performance summary statistics for a particular site, or for all sites in the network (see “Graphical displays” on page 154). The summary charts update at the same refresh rate as the real-time display grids.
Field descriptions The following are field descriptions for the Consolidated Agent Position Status Count display.
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Site Click to generate a chart showing the site performance summary. The summary chart shows the values displayed in the grid, either in bar-chart or pie-chart format, depending on the display settings you choose on the Properties tab. The chart updates in real time at the same refresh rate as the real-time display grid. To save the chart to a .bmp or .jpg file for future reference, click Export BMP or Export JPG. The system saves the chart in the location you specify on the Properties tab, or on your desktop if you did not specify a location. Skillset The names of the skillsets in the site (for example, Bookings, Vacations, or European). If you networking is enabled, this column contains the names of the skillsets in each network site. If the message “Error: No Name” appears in this column, the application server cannot retrieve the name from the site. Contact the site administrator for assistance. Agts Wait The number of agents in each skillset who are waiting to receive calls at all network sites. In Srv The number of agents logged on to each skillset at all network sites. Not Rdy The number of agents in each skillset who are in the Not Ready state at all network sites. SklSet Call The number of agents in each skillset who are active on skillset calls at all network sites. Ntwk SklSet Call The number of agents in each skillset who are active on network skillset calls at all network sites.
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Other SklSet Call The number of agents in each skillset at all network sites who are active on calls belonging to other skillsets. The other skillset can be a local skillset, a network skillset, or a system-defined skillset. Agents can be assigned to multiple skillsets. DN Call The number of agents in each skillset who are active on Directory Number (DN) calls at all network sites. ACD-DN Call The number of agents in each skillset who are active on Automatic Call Distribution Directory Number (ACD-DN) calls at all network sites. NACD-DN Call The number of agents in each skillset who are active on Network Automatic Call Distribution Directory Number (NACD-DN) calls at all network sites.
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Consolidated Application display You can use the Consolidated Application display to monitor the performance of all applications in the network. The display includes the following information:
number of calls waiting
number of calls arrived
number of calls answered
number of calls abandoned
service level
average answer delay
ATTENTION
If the application names appear incorrectly in your realtime displays, ensure that the network is functioning correctly, the DNS is configured correctly on the application server, and the DNS is providing responses within a reasonable time (for example, less than 10 seconds), and then launch the display again.
You can open a site or network summary bar chart or pie chart showing the performance summary statistics for a particular site, or for all sites in the network (see “Graphical displays” on page 154). The summary charts update at the same refresh rate as the real-time display grids. The following is a snapshot of the Consolidated Application display.
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Field descriptions The following are field descriptions for the Consolidated Application display. Site Click to generate a chart showing the site performance summary. The summary chart shows the values displayed in the grid, either in bar-chart or pie-chart format, depending on the display settings you choose on the Properties tab. The chart updates in real time at the same refresh rate as the real-time display grid. To save the chart to a .bmp or .jpg file for future reference, click Export BMP or Export JPG. The system saves the chart in the location you specify on the Properties tab, or on your desktop if you did not specify a location. Application The names of the active applications at each network site (for example, Master_Script, Network_Script, and so on). If the message “Error: No Name” appears in this column, the application server cannot retrieve the name from the site. Contact the site administrator for assistance. Wait The total number of local and incoming network calls waiting to be handled by each application within the site. 162
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Arrived The total number of local and network calls that arrived at the applications within the site. Ansd The total number of local and network calls answered by agents in the applications within the site. Abnd The total number of local and incoming or outgoing network calls that callers abandoned while waiting to speak to an agent. Avg Ans Dly The average delay (in seconds) in answering all local and network calls arriving at each application within the site. Formula: Total Calls Answered Delay / Total Calls Answered Srv Lvl % The service level percentage calculated for each application within the site. The calculation is based on the total number of local and network calls answered and abandoned within each application in the site. Formula: {[(Total Calls Answered + Total Calls Abandoned) - (Calls answered after threshold + Calls abandoned after threshold)] / [Total Calls Answered + Total Calls Abandoned]} * 100 Ntwk Out Wait The total number of calls sent out from this network site waiting to be handled by other sites within the network. Ntwk Out Req The total number of calls that this network site requested to route out to other sites within the network. Ntwk Out Rou The total number of calls sent out from this network site that arrived at other sites within the network.
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Ntwk Out Ansd The total number of calls sent out from this network site that are answered at other sites within the network. Ntwk Out Abnd The total number of calls sent out from this network site that are abandoned at other sites within the network. Ntwk Avg Ans Dly The average delay (in seconds) in answering all calls sent out from this application to other sites within the network.
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Consolidated Skillset display You can use the Consolidated Skillset display to monitor the performance of all skillsets in the network. The display includes the following information:
average answer delay
service levels
number of calls answered
number of calls waiting
You can open a site or network summary bar chart or pie chart showing the performance summary statistics for a particular site, or for all sites in the network (see “Graphical displays” on page 154). The summary charts update at the same refresh rate as the real-time display grids. The following is a snapshot of the Consolidated Skillset display.
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Field descriptions The following are field descriptions for the Consolidated Skillset display. Site Click to generate a chart showing the site performance summary. The summary chart shows the values displayed in the grid, either in bar-chart or pie-chart format, depending on the display settings you choose on the Properties tab. The chart updates in real time at the same refresh rate as the real-time display grid. To save the chart to a .bmp or .jpg file for future reference, click Export BMP or Export JPG. The system saves the chart in the location you specify on the Properties tab, or on your desktop if you did not specify a location. Skillset The names of the skillsets in the site (for example, Bookings, Vacations, or European). If networking is enabled, this column contains the names of the skillsets in each network site. If the message “Error: No Name” appears in this column, the application server cannot retrieve the name from the site. Contact the site administrator for assistance. Wait The total number of local and incoming network calls waiting to be handled by agents in each skillset within the site. Offer The total number of local and incoming network calls offered to each skillset within a network site. Ansd The total number of local calls answered by agents in the skillsets of the site. If the networking feature is enabled, this column contains the total number of local and network calls answered by agents in the skillsets of the site. Abnd The total number of local calls, incoming network calls, and outgoing network calls that callers abandoned while waiting to speak to an agent. 166
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Avg Ans Dly The average delay (in seconds) in answering all local and network calls arriving at each skillset within the site. Formula: Total Calls Answered Delay / Total Calls Answered Srv Lvl % The service level percentage calculated for each skillset within the site. The calculation is based on the total number of local and network calls answered and abandoned within each skillset in the site. Formula: {1 - [Total Calls Answered After Threshold + Total Calls Abandoned After Threshold] / [Total Calls Answered + Total Calls Abandoned]} * 100 Ntwk In Wait The total number of incoming network calls that are waiting to be handled by each skillset within the network site. Ntwk In Offer The total number of incoming network calls that are offered to each skillset within the network site. Ntwk In Ansd The total number of incoming network calls that are answered by each skillset within the network site. Long Wait Last Call The longest waiting time for all agents assigned to a skillset who are currently idle. For example: Time
Agent
Event
09:01:20
Simon
Call for Bookings skillset ends
09:01:40
Pat
Call for Bookings skillset ends
At 09:02:00, Simon’s wait time since last call is 40 seconds, and Pat’s is 20 seconds. Therefore, the longest wait time since the last call for the skillset is 40 seconds. Network Control Center Administrator’s Guide
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Time
Agent
Event
Longest wait time since last call
09:02:05
Simon
Answers a DN call
25 seconds (Pat)
09:02:16
Simon
DN call ends
56 (Simon)
09:02:17
Simon
Not Ready
37 (Pat)
09:02:37
Simon
Ready
77 (Simon)
09:02:40
Simon
Answers a call for the Bookings skillset
60 (Pat)
When Simon answers a DN call at 09:02:05, Pat (as the only idle agent) has the longest wait time since last call, at 25 seconds. When the DN call ends, Simon again becomes the longest idle agent, and the longest wait time since last call for Bookings is 56 seconds (40+5+11). When Simon goes into the Not Ready state, Pat is the only idle agent, and the longest wait time since last call for Bookings is 37 seconds (20+5+11+1). When Simon goes into the Ready state 20 seconds later, he again becomes the longest idle agent, and the longest wait time since last call is 77 seconds (40+5+11+1+20). When Simon answers a call for the Bookings skillset at 09:02:40, Simon’s idle time is reset to zero. Pat becomes the longest idle agent, and the longest wait time since last call is 60 seconds (20+5+11+1+20+3). For network-consolidated statistics, the summary/total row represents the largest wait time of the skillset within the grouping (for example, if the display is grouped by filter or by site); the network total row represents the largest wait time throughout the entire network. For call routing, priority takes precedence over idle time. For example, Simon has a priority of 1 for the Bookings skillset and an idle time of 25 seconds. Pat has a priority of 2 and an idle time of 500 seconds. An incoming call is routed to Simon, even though Pat has a greater idle time.
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Max Wait Time The amount of time in seconds that the oldest local or incoming NSBR or Universal NSBR call waited to be answered by an agent with this skillset within the current grouping (for example, if the display is grouped by filter or by site); the network total row represents the longest wait time throughout the entire network.
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Chapter 8
Troubleshooting In this chapter Server cannot route or receive calls
172
Problems with network skillsets
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Problems collecting network call-by-call statistics
177
Times on reports are incorrect
178
Problems with call routing
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Server cannot route or receive calls If your server cannot route calls to or receive calls from other sites, perform the following tasks: 1.
Verify that the source server did not filter the server. If the source server filtered the server, see “To monitor and stop filtering” on page 145.
2.
Verify that the dialable DN is configured correctly at the source server. For more information, see the “To configure network communication parameters” on page 129.
3.
Ensure network skillsets and routing tables are received at the server. If not, see “Verifying the connection to the NCC.”
If you experience issues with networking calls, Nortel provides a network trace utility (NtwkTraceMon) that customer support staff can use to help you troubleshoot your problem.
Verifying the connection to the NCC 1
At the NCC, start the Nbconfig utility (for more information, see “Configure the communications database” on page 60). Check the Address and Site tables to ensure that they are configured correctly:
The IP addresses are unique and correct.
The site names are correct.
The site names in the Site table match the site names in the Sites window on the NCC.
Add any missing sites, and if any information is incorrect, remove the affected site and add it again.
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2
At the server, start the Nbconfig utility, and verify that the Address table and the Site table match those on the NCC.
3
At the server, use the Nbconfig utility to ensure that the NCC site is defined correctly. If any of this information is incorrect, see “To reset all site and address settings” on page 173.
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Troubleshooting
At the server, open a DOS window and type the following command: ping nnn.nnn.nnn.nnn where nnn.nnn.nnn.nnn is the CLAN IP address of the NCC. If the NCC cannot be found, then use the tracert command to find out where the error is occurring.
5
Restart the NCC.
6
If the problem continues, contact your Nortel customer support representative.
To reset all site and address settings If the contents of the Address table and Site table are incorrect or the two servers do not communicate even though they can ping each other, you may need to shut down all Contact Center Manager services and reset all site and address settings. Resetting all site and address settings 1
At each server, perform these steps: a. Shut down all Contact Center Manager Server services (from the Windows Start menu, choose Programs > Nortel Contact Center > Manager Server > Shutdown). b. At the DOS prompt, type CD\Nortel\iccm\bin. c. From the bin directory, run nicomsetup to reset all communication settings. d. For more information about nicomsetup, see the Contact Center Manager Server Installation and Maintenance Guide. e. Restart Contact Center Manager.
2
On the NCC, run nbconfig -admin, select the Force Synchronization check box on the Site Table tab, and then click OK.
If this does not resolve the problem, run nicomsetup at the NCC and define all sites again using nbconfig -admin. For more information, see “Configure the communications database” on page 60.
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Problems with network skillsets This section describes problems that can occur with network skillsets and explains how to troubleshoot them.
Network skillsets are not distributed from the NCC to all sites This problem can occur for the following reasons:
174
An existing entity has the same name—If a server has a variable named Sales, then you cannot add a network skillset named Sales. Contact your network administrator to resolve naming problems. Nortel recommends that skillset names include the characters _sk to identify them as skillsets and to avoid potential conflicts with other entities. For more information, see the Nortel Contact Center Manager Scripting Guide for Communication Server 1000/Meridian 1 PBX or the Nortel Contact Center Manager Scripting Guide for Communication Server 2X00/DMS. The configured limit for number of skillsets was reached—At the site, use either client application to check the historical statistics configuration parameters. If you change the configured limit of skillsets, you must force synchronization of the site information from the NCC. For more information about historical statistics configuration, see the Contact Center Manager Administrator’s Guide. One or more sites is running Symposium Web Client Release 4.2 or earlier—Network skillsets configured for longest idle agent or average speed of answer are not propagated to servers running Symposium Web Client 4.2 or earlier.
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Calls for a network skillset are not sent to other sites This problem can occur if your scripts are not updated to route calls to the network skillset. When an administrator at the NCC defines a network skillset at the NCC, the NCC propagates the new skillset to all servers in the network. However, scripts are not automatically updated to route calls to the network. Calls continue to be queued to the local copy of the network skillset. To route calls to other sites, you must add the script command Queue To Network Skillset. For more information about using network skillsets in scripts, see the Scripting Guide. This error can also occur under the following circumstances:
The NACD package is not enabled on the telephony switch at the source site. Install and configure NACD following the instructions in the Nortel Contact Center Communication Server 1000/Meridian 1 and Voice Processing Guide. A non-ISDN trunk is encountered. The dialable DN (set in the Network Communication Parameters window) for the destination is not set to the correct MCDN network CDN. A call is abandoned.
Filtering is preventing calls from being sent to a destination site A destination site can be filtered under the following circumstances:
The NACD package is not enabled on the telephony switch at the source or at the destination site. Install and configure NACD following the instructions in the Nortel Contact Center Communication Server 1000/ Meridian 1 and Voice Processing Guide. The dialable DN for the destination site is configured incorrectly (see “To configure network communication parameters” on page 129). The MCDN network CDN is not configured correctly at the destination site. The MCDN network CDN must be configured on the telephony switch as a CDN (see the Nortel Contact Center Communication Server 1000/ Meridian 1 and Voice Processing Guide), and it must be configured and acquired as an MCDN network CDN on the server (see “To configure MCDN network CDNs” on page 121).
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The server at the destination site is not active. Ask the contact person at the remote site whether the server is up. The network skillset at the destination site is in Night Service mode or Transition Service mode. The site is filtered until an agent with the skillset logs on and the queue at the destination site is active. The number of failed attempts set in the Number of Retries box for a skillset is reached. When this happens, the source site removes the destination site from all routing tables for the time configured in the Filter Timer period (minimum of 5 minutes, maximum of 12 hours). After the Filter Timer period, the destination site is no longer filtered. If the problem is resolved before the Filter Timer period is reached, you can manually stop filtering the site (see “To manually stop filtering for remote sites and network skillsets” on page 150).
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Troubleshooting
Problems collecting network call-by-call statistics Problems collecting network call-by-call statistics can occur if the server or NCC does not have enough disk space or if call-by-call information is not sent to the NCC.
The server or NCC does not have enough disk space The historical statistics configuration calculation determines if you have adequate storage space to save the amount of call-by-call data you choose. When historical data is stored and consolidated, each server (including the NCC) checks every 15 minutes to ensure that you have adequate storage space. This is applicable at each server, including the NCC. Call-by-call data is purged whenever data reaches the age you configure (in the Historical Statistics Configuration window) or when disk space becomes insufficient. This enables more recent call-by-call data to be stored; but if you have less disk space than calculated, it can result in less long-term data stored. An event is logged in Fault Management if this occurs. An event is also logged in Fault Management if network call-by-call data transfer to the NCC takes longer than 15 minutes.
The call-by-call information is not sent to the NCC If you recently changed your call-by-call storage options, the change does not take effect until the information is sent to the NCC and propagated to all sites. This can take several minutes after making a change. ATTENTION
If the NCC goes down for an extended period, pegging occurs at each local server that is storing network call-bycall data. This can use a substantial amount of resources at each local server.
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Times on reports are incorrect This section refers to errors that can occur when the times set at multiple servers are not synchronized. When you work with multiple sites, remember the following details:
After you change the time zone or date and time through the Date/Time control panel, restart each server in Contact Center Manager. Verify that each site on the Sites page of the Configuration component in Contact Center Manager Administration has the relative time to GMT configured correctly. For more information, see “Add a site” on page 77. Check the time set at each telephony switch regularly to ensure that the times are synchronized. For more information, see the Nortel Contact Center Communication Server 1000/Meridian 1 and Voice Processing Guide or the Nortel Contact Center Manager Switch Guide for Communication Server 2X00/DMS.
Times at different sites are not synchronized Whether sites are in the same time zone or in multiple time zones, if the times at various telephony switches are not synchronized, the network call-by-call report does not display accurate information. In some cases, for example, destination events can appear to occur before source events. You must regularly check the time set at each telephony switch to ensure exact synchronization. Viewing or editing the date and time at the telephony switch
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1
Log on to the switch console.
2
Type ld 2, and then press Enter.
3
Type ttad to display the date and time.
4
To change the date or time, type stad, and then enter the correct date and time in the following format: DD-MM-YYYY 00:00. Use the 24-hour clock format for the time.
5
Press Enter.
6
Log off the switch console. Contact Center Manager
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Troubleshooting
Problems with call routing Problems with call routing can occur if agent reservations are canceled before network calls are presented or if there are problems with Landing Pads.
Agent reservations canceled before network calls are presented The number of times an agent is reserved must be approximately equal to the number of NACD and network calls answered by the agent. If it is not, then your Agent Reserve Timer may be set too low. The Agent Reserve Timer prevents an agent from remaining reserved when a call is answered locally or routed to another server. Normally, when that happens, the local server notifies the remote server, and the remote server cancels the agent reservation. However, if a communication problem prevents notification of the remote server, the agent remains in the reserved state indefinitely. To prevent this from happening, after a configurable period (Agent Reserve Timer), the remote server cancels the reservation. If the Agent Reserve Timer is too low, the agent can be unreserved before the call is presented to the agent, but after the call arrives at the remote server. When that happens, the agent’s ReservedForCall statistic is incremented, but the agent’s NetworkCallsAnswered statistic is not. Normally, the ReservedForCall and NetworkCallsAnswered statistics are not equal for any given period. For example, if an agent logs off or presses the Not Ready key after the agent is reserved, the NetworkCallsAnswered statistic is not incremented, even though the ReservedForCall statistic is incremented. Also, the reservation can occur during one interval, and the call presentation can occur during the next interval. If your agent performance reports show an unexpectedly high variance between agent reservations and network or NACD calls presented, check the Agent Reserve Timer (see “To configure network communication parameters” on page 129).
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Problems with Landing Pads in Universal Networking Every site that is licensed for Universal Networking can configure CDN or DNIS Landing Pads. Landing Pads are required for the duration of a network call. When a request is received at a target network node, a Landing Pad is taken from the idle list and reserved for that call until the source site routes the call to it. When the call arrives at the target Landing Pad, the Landing Pad is returned to the idle list to wait for the next call. A relatively small number of Landing Pads should be sufficient to receive several incoming Universal Networking calls at a target node. All Landing Pads busy If the incoming network call rate exceeds the available Landing Pads, then Event 49033 is logged to the Event Browser at the source site stating “All Landing Pads Busy at.” The Network Communication Parameters page in Contact Center Manager Administration for the source site displays a similar message for the configurable time that the target is filtered. This message is an indication that not enough Landing Pads are configured for the target site in question. The preceding example applies to both CDN and DNIS Landing Pads. CDN Landing Pads must be acquired before Contact Center Manager Server can user them. If the error message “All Landing Pads Busy at ” appears, then check that all CDN Landing Pads are acquired. No DNIS Network CDN available To route a Universal Networking call with a DNIS Landing Pad to a target network node, the DNIS Network CDN at the target network node must be configured and acquired. If the DNIS Network CDN at the target network node is not configured and acquired, then Event 49034 is logged to the Event Browser at the source stating “No DNIS Network CDN available at .” The Network Communication Parameters page in Contact Center Manager Administration for the source site displays a similar message for the configurable time that the target is filtered.
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General Problems with Universal Networking If no Universal Networking calls are routed or if other problems with Universal Networking calls occur, check the state of the dependent NT Services. In the NT Services manager, verify that the following services are up:
CCMS ASM_Service
CCMS TFE_Service
CCMS NBMSM_Service
CCMS OAMCMF_Service
CCMS UNE_Service
If you cannot start these services manually from the NT Services manager, you may need to reboot the system to solve the problem. Acquiring Landing Pad CDNs and the DNIS Network CDN The Contact Center Manager Administration CDNs (Route Points) page has an acquired Status column for Landing Pad CDNs and the DNIS Network CDN. This column displays the status of the CDN on the telephony switch. Possible values are Acquired, Acquire Pending, Not Acquired, or Acquired Failed. Occasions may occur when a Landing Pad CDN or the DNIS Network CDN status is Acquired, but there is a problem with the operation of the CDN (for example, after system restarts). This problem can arise if the telephony switch properly acquires the CDN in question, but one of the Contact Center Manager Server components is not aware of the acquisition. When this occurs, an event appears in the Event Browser indicating the following problem and action to resolve it: Problem: UNE_Service is not aware of the acquisition status of CDN Action: Deacquire and reacquire CDN
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Glossary
A
accelerator key A key on a phoneset that an agent can use to place a call quickly. When an agent presses an accelerator key, the system places the call to the configured number associated with the key. For example, if an agent presses the Emergency key, the system places a call to the agent’s supervisor. ACCESS An internal protocol used by Contact Center Manager Server to directly control some of the voice services available on the CallPilot or Meridian Mail platform. access class A collection of access levels that defines the actions a member of the access class can perform within the system. For example, a member of the Administrator access class might be given a collection of Read/Write access levels. access level A level of access or permission given to a particular user for a particular application or function. For example, a user might be given View Only access to historical reports. ACCESS link A communication channel between Contact Center Manager Server and CallPilot or Meridian Mail. ACCESS voice port A voice port controlled by the ACCESS link. ACD call See automatic call distribution call. ACD-DN See automatic call distribution directory number.
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ACD group See automatic call distribution group. ACD routing table See automatic call distribution routing table. ACD subgroup See automatic call distribution subgroup. acquired resource A resource configured on the switch under the control of Contact Center Manager Server. Resources must be configured with matching values on both the switch and Contact Center Manager Server. activated script A script that is processing calls or is ready to process calls. Before you can activate a script, you must first validate it. active server In a system with a Replication Server, the server providing call processing and administration services. activity code A number that agents enter on their phoneset during a call. Activity codes provide a way of tracking the time agents spend on various types of incoming calls. They are also known as Line of Business (LOB) codes. For example, the activity code 720 might be used to track sales calls. Agents can then enter 720 on their agent desktop applications during sales calls, and this information can be generated in an Activity Code report. adapter Hardware required to support a particular device. For example, network adapters provide a port for the network wire. Adapters can be expansion boards or part of the computer’s main circuitry. administrator A user who sets up and maintains Contact Center Manager and Contact Center Multimedia. 184
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agent A user who handles inbound and outbound voice calls, e-mail messages, and Web communications. agent logon ID A unique identification number assigned to a particular agent. The agent uses this number when logging on. The agent ID is not associated with any particular phoneset. agent priority per skillset Each agent has a priority per skillset. This priority represents their skill level within the skillset. This priority is used only in queuing the agent in the idle agent queues, thus allowing agents with greater priority in a skillset to be presented with calls before agents of lesser priority. Agent priority per skillset has a range of 1 to 48, with 1 having the greatest priority. Agent priority per skillset is not used to determine which request to present to an idle agent when the agent qualifies for more than one queue request. That presentation is based solely on the calls’ attributes. agent-to-skillset assignment A matrix that, when you run it, sets the priority of one or more agents for a skillset. Agent to skillset assignments can be scheduled. agent-to-supervisor assignment A matrix that, when you run it, assigns one or more agents to specific supervisors. Agent to supervisor assignments can be scheduled. AIP Advanced I/O Processor alias See e-mail alias. AML See Application Module Link. ANI See automatic Number Identification. Network Control Center Administrator’s Guide
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API See application program interface. application 1. A logical entity that represents a Contact Center Manager script for reporting purposes. The Master script and each primary script have an associated application. The application has the same name as the script it represents. 2. A program that runs on a computer. Application Module Link An internal protocol used by Contact Center Manager Server to communicate directly with the switch. application program interface A set of routines, protocols, and tools that programmers use to develop software applications. APIs simplify the development process by providing commonly used programming procedures. application server The server on which the Contact Center Manager Administration software is installed. This server acts as the middle layer that communicates with Contact Center Manager Server and makes information available to the client PCs. associated supervisor A supervisor who is available for an agent if the agent’s reporting supervisor is unavailable. See also reporting supervisor. automatic call distribution A means of automatically distributing an organization’s incoming calls among a number of answering positions (ACD agents). Automatic call distribution is useful in operations where callers want a service rather than a specific person. Calls are serviced in the order they arrive and are distributed so that the workload at each answering position is approximately equal. automatic call distribution call A call to an ACD-DN. ACD calls are distributed to agents in an ACD group based on the ACD routing table on the switch. See also automatic call distribution directory number. 186
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automatic call distribution directory number A primary or supplementary DN associated with an ACD group. Calls made to an automatic call distribution directory number are distributed to agents belonging to the group, based on the ACD routing table on the switch. automatic call distribution group An entity defined on the switch for the purpose of call distribution. When a customer dials an ACD group, the call is routed to any agent who is a member of that group. automatic call distribution routing table A table configured on the switch that contains a list of ACD-DNs used to define routes for incoming calls. This ensures that incoming calls not processed by Contact Center Manager Server are queued to ACD groups and handled by available agents. automatic call distribution subgroup An entity defined on the switch to assign supervisory responsibilities. Each subgroup has one supervisor phoneset and a number of agent phonesets associated with it. Agents can log on to any phoneset within their ACD subgroup. The supervisor must log on to the supervisor phoneset to monitor assigned agents. automatic Number Identification A telephony feature that provides the originating local telephone number of the caller. auto-response A message sent to a customer with no agent interaction. An auto-response can be an intelligent response, such as a sales promotion flyer, or an acknowledgement, such as, “We received your e-mail and will respond to you within three days.”
B
basic call A simple unfeatured call between two 2500 phonesets, on the same switch, using a four-digit dialing plan.
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BBUA Back-to-Back User Agent
C
call age The amount of time a call waits in the system before being answered by an agent. call destination The site to which an outgoing network call is sent. See also call source. Calling Line Identification An optional service that identifies the telephone number of the caller. This information can then be used to route the call to the appropriate agent or skillset. The CLID can also be displayed on an agent’s phoneset. call intrinsic A script element that stores call-related information assigned when a call enters Contact Center Manager Server. See also intrinsic, skillset intrinsic, time intrinsic, traffic intrinsic. call presentation class A collection of preferences that determines how calls are presented to an agent. A call presentation class specifies whether a break time between calls is allowed, whether an agent can put DN calls on hold for incoming ACD calls, and whether an agent phoneset displays that the agent is reserved for a network call. call priority The priority given to a request for a skillset agent in a QUEUE TO SKILLSET or QUEUE TO NETWORK SKILLSET script element. This priority is used only in queuing a pending request in the pending request queue corresponding to the required skillsets. This allows pending requests with greater priority in a skillset to be presented to agents before calls of lesser priority. Call priority has a range or 1 to 6, with 1 having the greatest priority. Six priorities are used to fully support the many queuing variations provided by existing NACD functionality. Call priority is maintained at target nodes for network call requests.
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Call Request Queue Size Sets the maximum queue size for network skillsets. When the set maximum is reached, the queue rejects calls. For Network Skill-Based Routing, Call Request Queue Size (CRQS) is configured in Contact Center Manager Administration. If the NACD fallback or the Queue_to_NACD script command is used, CRQS must be configured in LD23 on the switch. See also Flow Control Threshold. call source The site from which an incoming network call originates. See also call destination. call treatment A script element that enables you to provide handling to a call while it is waiting to be answered by a contact center agent. For example, a caller can hear a recorded announcement or music while waiting for an agent. call variable A script variable that applies to a specific call. A call variable follows the call through the system and is passed from one script to another with the call. See also global variable, script variable. CallPilot A multimedia messaging system you can use to manage many types of information, including voice messages, fax messages, e-mail messages, telephone calls (including conferencing), calendars, and directories. campaign See outbound campaign. CAT Channel Allocation Table CCR customer controlled routing CDN See controlled directory number.
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central processing unit The component of a computer that performs the instructions of computer programs. Also known as a processor or microprocessor. centum call seconds A measure of call traffic density that represents one call in one channel for 100 seconds in 1 hour. CLAN See Customer Local Area Network. CLAN subnet See enterprise IP network. CLID See Calling Line Identification. client The part of Contact Center Manager Server that runs on a personal computer or workstation and relies on the server to perform some operations. Two types of client are available: Server Utility and Contact Center Manager Administration. See also server. closed reasons An item configured in Contact Center Multimedia to indicate the result of a completed e-mail contact. Agents choose a closed reason, and this information can be generated in a report. command A building block used with expressions, variables, and intrinsics to create scripts. Commands perform distinct functions, such as routing a call to a specific destination, playing music to a caller, or disconnecting a caller. Communication Control Toolkit A client/server application that integrates a telephone on a user’s desktop with client- and server-based applications.
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Communication Server 1000 Telephony Manager A Nortel application used for Private Branch Exchange (PBX) management. Computer Telephony Integration An application that enables a computer to control telephone calls. Conditionally Toll Denied Allowed access for calls placed through Basic/Network Alternate Route Selection and Coordinated Dialing Plan. Contact Center Agent Desktop An agent tool that contact center agents can use to provide intelligent and personalized customer care. Agents use a personal computer to access the telephony and multimedia functions. Contact Center Manager A client/server contact center solution for varied and changing business requirements. It offers a suite of applications that includes call processing and agent handling, management and reporting, networking, and third-party application interfaces. Contact Center Manager Administration A browser-based tool for contact center administrators and supervisors used for managing and configuring a contact center and its users, defining access to data, and viewing real-time and historical reports. The Contact Center Manager Administration software is installed on an application server. See also Contact Center Manager Administration server. Contact Center Manager Administration server The server on which the Contact Center Manager Administration software is installed. This server acts as the middle layer that communicates with Contact Center Manager Server and makes information available to the client PCs. Contact Center Manager Server This server is responsible for functions such as the logic for call processing, call treatment, call handling, call presentation, and the accumulation of data into historical and real-time databases.
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Contact Center Manager Server call A call to a CDN controlled by Contact Center Manager Server. The call is presented to the Incalls key on an agent’s phoneset. Contact Center Multimedia server A client/server contact center application that expands inbound telephony capabilities to include outbound voice, e-mail, and Web communications. Contact Center Standby server The server that contains an up-to-date backup version of the Contact Center Manager Server database for use if the active server fails. The database is kept up-to-date by the Replication Server. Contivity VPN Switch A Nortel product that provides routing, firewall, bandwidth management, encryption, authentication, and data integrity for secure tunneling across managed IP networks and the Internet. controlled directory number A special directory number that allows calls arriving at the switch to be queued when the CDN is controlled by an application such as Contact Center Manager Server. When a call arrives at this number, the switch notifies the application and waits for routing instructions, which are performed by scripts in Contact Center Manager Server. CPH calls per hour CPU See central processing unit. CRM See Customer Relationship Manager. CRQS See Call Request Queue Size.
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CSL Command and Status Link CTD See Conditionally Toll Denied. CTI See Computer Telephony Integration. customer administrator A user who maintains Contact Center Manager. Customer Local Area Network The LAN to which your corporate servers, third-party applications, and desktop clients connects. Customer Relationship Manager An application that provides the tools and information that an organization requires to manage its customer relationships.
D
Data Execution Prevention A set of hardware and software technologies that perform additional checks on memory to help to protect against malicious code exploits. In Windows Server 2003 Service Pack 1, Data Execution Prevention is enforced by both hardware and software. database views A logical representation of the database used to organize information in the database for your use. Event statistics are accessible through database views. DBMS Database Management System deacquire To release an acquired switch resource from the control of the contact center.
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deactivated script A script that does not process any new calls. If a script is in use when it is deactivated, calls continue to be processed by the script until they are completed. default activity code The activity code assigned to a call if an agent does not enter an activity code manually, or when an agent presses the activity code button twice on the phoneset. Each skillset has a defined default activity code. default skillset The skillset to which calls are queued if they are not queued to a skillset or a specific agent by the end of a script. denial of service An incident in which a user or organization is unable to gain access to a resource that they can normally access. DEP See Data Execution Prevention. Designer Patch An emergency fix packaged to address specific individual Contact Center software problems. Designer Patches are viewable from a patch viewer application. Designer Patches are included in the next scheduled Service Update or Service Update Supplementary. See also Service Update and Service Update Supplementary. desktop user A configured user who can log on to the Contact Center Manager Server from a client PC. destination site The site to which an outgoing network call is sent. See also source site. DHCP See dynamic host configuration protocol.
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Dial-Up Networking See Remote Access Services. Dialed Number Identification Service An optional service that allows Contact Center Manager Server to identify the phone number dialed by the incoming caller. An agent can receive calls from customers calling in on different DNISs and, if the DNIS is displayed on the phoneset, can prepare a response according to the DNIS. DID Direct Inward Dial directory number The number that identifies a phoneset on a switch. The directory number (DN) can be a local extension (local DN), a public network telephone number, or an automatic call distribution directory number (ACD-DN). directory number call A call presented to the DN key on an agent’s phoneset. display threshold A threshold used in real-time displays to highlight a value below or above the normal range. disposition code An item configured in Contact Center Multimedia to indicate the result of a completed outbound contact. Agents choose a disposition code, and this information can be generated in a report. Distant Steering Code Used by the switch to route calls to their intended destination. Distance Vector Multicast Routing Protocol The multicast routing protocol used when multicast data recipients extend beyond a single network. This protocol advertises the shortest-path route to the networks on which a multicasting source resides.
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DMS Digital Multiplex Switch DN See directory number. DN call See directory number call. DNIS See Dialed Number Identification Service. DoS See denial of service. DP See Designer Patch. DSC Distant Steering Code DTMF Dual Tone Multi Frequency Dual Tone Multi Frequency A method used by the telephone system to communicate the keys pressed when dialing. Pressing a key on the phone's keypad generates two simultaneous tones, one for the row and one for the column. These are decoded by the exchange to determine which key was pressed. DVMRP See Distance Vector Multicast Routing Protocol. dynamic host configuration protocol A protocol for dynamically assigning IP addresses to devices on a network.
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dynamic link library A library of executable functions or data that can be used by a Windows application. Typically, a DLL provides one or more particular functions, and a program accesses the functions by creating either a static or dynamic link to the DLL. Several applications can use a DLL at the same time.
E
EBC See equivalent basic calls. EIU Ethernet Interface Unit ELAN Subnet See embedded local area network. e-mail alias An e-mail address that forwards all e-mail messages it receives to another e-mail account. For example, the mailbox [email protected] can have the aliases [email protected] and [email protected]. E-mail addressed to either of these aliases is forwarded to the [email protected] mailbox. To route e-mail differently depending on the alias to which it is addressed, create a recipient mailbox as an alias in the Contact Center Multimedia Administrator application and then create routing rules based on the alias. e-mail message contact An incoming e-mail message handled intelligently using rules to route a contact according to a skillset, send an auto-response, or close the contact. e-mail rule Determine how an e-mail contact is routed based on information about the e-mail message (inputs) and configurations in your contact center (outputs). embedded local area network A dedicated Ethernet TCP/IP LAN that connects the Contact Center Manager Server and the switch.
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Emergency key A key on an agent’s phoneset that, when pressed by an agent, automatically calls their supervisor to notify the supervisor of a problem with a caller. enterprise IP network Your entire IP network including the ELAN subnet and the Nortel server subnet. equivalent basic calls A measure of the telephone switch CPU real time required to process a basic call. See also basic call. event 1. An occurrence or action on Contact Center Manager, such as the sending or receiving of a message, the opening or closing of an application, or the reporting of an error. Some events are for information only, while others can indicate a problem. Events are categorized by severity: information, minor, major, and critical. 2. An action generated by a script command, such as queuing a call to a skillset or playing music. expression 1. A building block used in scripts to test for conditions, perform calculations, or compare values within scripts. See also logical expression and mathematical expression. 2. A category of disk drives that employs two or more drives in combination for fault tolerance and performance. See also relational expression.
F
FCTH See Flow Control Threshold. filter timer The length of time after the system unsuccessfully attempts to route calls to a destination site before that site is filtered out of a routing table. firewall A set of programs that protects the resources of a private network from external users.
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first-level threshold The value that represents the lowest value of the normal range for a statistic in a threshold class. The system tracks how often the value for the statistic falls below this value. Flow Control Threshold The number of calls required to reopen a closed network skillset queue. This value must be less than the Call Request Queue Size. For Network Skill-Based Routing, Flow Control Threshold (FCTH) is configured in Contact Center Manager Administration. If the NACD fallback or the Queue_to_NACD script command is used, FCTH must be configured in LD23 on the switch. See also Call Request Queue Size.
G
global settings Settings that apply to all skillsets or IVR ACD-DNs configured on your system. global variable A variable that contains values that can be used by any script on the system. You can only change the value of a global variable in the Script Variable Properties sheet. You cannot change it in a script. See also call variable, variable. GOS See grade of service. grade of service The probability that calls are delayed by more than a certain number of seconds while waiting for a port.
H
HDX See Host Data Exchange. Host Data Exchange A rich scripting language provided with Contact Center Manager to control treatment of calls.
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HTTP See Hypertext Transfer Protocol. hundred call seconds See centum call seconds. Hypertext Transfer Protocol The set of rules for transferring data on the World Wide Web.
I
ICM See Intelligent Call Manager. IGMP See Internet Group Management Protocol. Incalls key The key on an agent phoneset to which incoming ACD and Contact Center Manager calls are presented. Integrated Services Digital Network A set of standards for transmitting digital information over ordinary telephone wire and other media. Integration Package for Meridian Link A feature that integrates an IVR system with a switch. Intelligent Call Manager A high capacity contact center TCP/IP interface to the switch that enables the exchange of messages between the switch and a remote host computer. Interactive Voice Response An application that allows telephone callers to interact with a host computer using prerecorded messages and prompts. Interactive Voice Response ACD-DN A directory number that routes a caller to a specific IVR application. An IVR ACD-DN must be acquired for non-integrated IVR systems.
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Glossary
Interactive Voice Response event A voice port logon or logoff. An IVR event is pegged in the database when a call acquires or deacquires a voice port. Internet Group Management Protocol The multicast routing protocol used in a network that does not require the delivery of multicast packets between routers or across networks. This protocol transports the following information between host group members, hosts, and routers:
client requests to join a group
messages about group membership sent by hosts to routers
Internet Protocol address An identifier for a computer or device on a TCP/IP network. Networks use TCP/ IP to route messages based on the IP address of the destination. For customers using NSBR, site IP addresses must be unique and correct. The format of an IP address is a 32-bit numeric address written as four values separated by periods. Each value can be 0 to 255. For example, 1.160.10.240 can be an IP address. intrinsic A word or phrase used in a script to gain access to system information about skillsets, agents, time, and call traffic that can then be used in formulas and decision-making statements. See also call intrinsic, skillset intrinsic, time intrinsic, traffic intrinsic. IP address See Internet Protocol address. IPML See Integration Package for Meridian Link. ISDN See Integrated Services Digital Network. IVR See Interactive Voice Response.
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IVR ACD-DN See Interactive Voice Response ACD-DN. IVR event See Interactive Voice Response event. IVR port See voice port.
L
LAN See local area network. Line of Business code See activity code. LOB code See activity code. local area network A computer network that spans a relatively small area. Most LANs connect workstations and personal computers and are confined to a single building or group of buildings. local call A call that originates at the local site. See also network call. local skillset A skillset that can be used at the local site only. See also network skillset, skillset. logical expression 1. A symbol used in scripts to test for different conditions. Logical expressions are AND, OR, and NOT. See also expression, mathematical expression. 2. A category of disk drives that employs two or more drives in combination for fault tolerance and performance. See also relational expression.
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M
Glossary
M1 Meridian 1 switch M1 IE Meridian 1 Internet Enabled switch mailbox See recipient mailbox. Management Information Base A data structure that describes the collection of all possible objects in a network. Each managed node maintains one or more variables (objects) that describe its state. Contact Center Manager Server Management Information Bases (MIB) contribute to the overall network MIB by:
identifying Nortel/Meridian/Contact Center Manager Server nodes within the network
identifying significant events (SNMP traps), such as alarms reporting
specifying formats of alarms
Master script The first script executed when a call arrives at the Contact Center. A default Master script is provided with Contact Center Manager, but it can be customized by an authorized user. It cannot be deactivated or deleted. See also network script, primary script, script, secondary script. mathematical expression 1. An expression used in scripts to add, subtract, multiply, and divide values. Mathematical expressions are addition (+), subtraction (-), division (/), and multiplication (*). See also expression and logical expression. 2. A category of disk drives that employs two or more drives in combination for fault tolerance and performance. See also relational expression. mean holding time 1. The time that the agent is involved in serving a call. It is the sum of average talk time. 2. The time required for postcall processing when the agent is not available to handle other calls. 3. Intercall interval (including union break, if any). Network Control Center Administrator’s Guide
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Media Application Server A programmable media endpoint in a SIP signaling network that acts as a SIP user agent to accept and control sessions and the IP media (audio and video) services associated with those sessions. The Media Application Server delivers programmable customized intelligent media services to those sessions using text, voice, and video initially, with extensibility to other media and information types as the applications grow. mean time between calls The average time between presentation of calls to an agent. Meridian Link Services A communications facility that provides an interface between the switch and a third-party host application. Meridian Mail A Nortel product that provides voice messaging and other voice and fax services. Meridian MAX A Nortel product that provides call processing based on ACD routing. MHT See mean holding time. MIB See Management Information Base. MLS See Meridian Link Services. MM See Meridian Mail. MOSPF See Multicasting Extensions to Open Shortest Path First.
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Glossary
MTBC See mean time between calls. Multicasting Extensions to Open Shortest Path First An enhanced version of the Open Shortest Path First (OSPF) routing algorithm that allows a router to forward multicast IP traffic within an autonomous OSPF (v.2) system. Multimedia database A Caché database used to store customer information and contact details for outbound, e-mail, and Web communication contacts. MSL-100 Meridian Stored Logic 100 switch music route A resource installed on the switch that provides music to callers while they wait for an agent.
N
NACD call A call that arrives at the server from a network ACD-DN. NAT See Network Address Translation. NCC See Network Control Center. NCRTD See Network Consolidated Real-Time Display. Network Address Translation The translation of an Internet Protocol (IP) address used within one network to an IP address used within another network. One network is called the inside network and the other is called the outside network.
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network call A call that originates at another site in the network. See also local call. Network Consolidated Real-Time Display A real-time display containing data from more than one Contact Center Manager Server. This data is consolidated by Contact Center Manager Administration. Network Control Center The server on a Contact Center Manager system where Network Skill-Based Routing is configured and where communication between servers is managed. network interface card An expansion board that enables a PC to connect to a local area network (LAN). network script The script executed to handle error conditions for Contact Center Manager Server calls forwarded from one site to another for customers using NSBR. The network script is a system-defined script provided with Contact Center Manager, but it can be customized by an authorized user. It cannot be deactivated or deleted. See also Master script, primary script, script, secondary script. Network Skill-Based Routing An optional feature with Contact Center Manager Server that provides skillbased routing to multiple networked sites. network skillset A skillset common to every site on the network. Network skillsets must be created at the Network Control Center (NCC). night mode A skillset state in which the server does not queue incoming calls to the skillset, and in which all queued calls are given night treatment. A skillset goes into night mode automatically when the last agent logs off, or the administrator can put it into night mode manually. See also out-of-service mode, transition mode.
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Nortel server subnet The subnet to which the Nortel servers, such as Contact Center Manager Server, Network Control Center, Contact Center Manager Administration, Contact Center Multimedia, and CallPilot are connected. Nortel VPN Router Switch A Nortel product that provides routing, firewall, bandwidth management, encryption, authentication, and data integrity for secure tunneling across managed IP networks and the Internet. NPA See Number Plan Area. NSBR See Network Skill-Based Routing. Number Plan Area Area code
O
object linking and embedding A compound document standard that enables you to create objects with one application, and then link or embed them in a second application. ODBC See Open Database Connectivity. OEM Original equipment manufacturer Office hours Hours configured in the contact center where e-mail messages can be routed using one method when the contact center is open, and another method when the contact center is closed. OLE See object linking and embedding.
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Open Database Connectivity A Microsoft-defined database application program interface (API) standard. Open Shortest Path First A routing algorithm that provides least-cost routing, multipath routing, and load balancing. Optivity Telephony Manager A Nortel application used for switch management. OSPF See Open Shortest Path First. OTM See Optivity Telephony Manager. outbound campaign A group of outgoing calls from the contact center for a specific purpose, for example, customer satisfaction surveys. Outbound Campaign Management Tool An administrator tool accessed through Contact Center Manager Administration for configuring outbound campaigns. outbound contact An outgoing voice call intelligently routed to an agent according to a skillset within a defined time interval. The call can be dialed by the agent or the switch. out-of-service mode A skillset state in which the skillset does not take calls. A skillset is out of service if no agents are logged on or if the supervisor puts the skillset into outof-service mode manually. See also night mode, transition mode. out-of-service skillset A skillset not taking any new calls. While a skillset is out of service, incoming calls cannot be queued to the skillset. See also local skillset, network skillset, skillset.
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P
Glossary
patch See Designer Patch. PBX See private branch exchange. pegging The action of incrementing statistical counters to track and report on system events. pegging threshold A threshold used to define a cut-off value for statistics, such as short call and service level. Pegging thresholds are used in reports. PEP Performance Enhancement Package. Now known as Designer Patch. See Designer Patch. Performance Enhancement Package Now known as Designer Patch. See Designer Patch. personal directory number A DN on which an agent can be reached directly, usually for private calls. phoneset The physical device, connected to the switch, to which calls are presented. Each agent and supervisor must have a phoneset. phoneset display The display area on an agent’s phoneset where information about incoming calls can be communicated. PIM See Protocol Independent Multicast. Platform Vendor Independence A software-only contact center solution, which operates on any hardware platform that meets specified requirements.
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Position ID A unique identifier for a phoneset, used by the switch to route calls to the phoneset. Referred to as Telephony/Port Address in Contact Center Manager Server. primary ACD-DN A directory number that callers can dial to reach an ACD group. primary script A script executed or referenced by the Master script. A primary script can route calls to skillsets, or it can transfer routing control to a secondary script. See also Master script, network script, script, secondary script. priorities Two sets of priorities affect queuing and call presentation: agent priority per skillset and call priority. For both sets of priorities, the lower in value of the number indicates a greater priority in presentation. All idle agent queues and all pending request queues always queue by priority as its top precedence. All other queuing options, such as age of call and agent idle time, take a lower precedence than priority. See also call priority and agent priority per skillset. private branch exchange A telephone switch, typically used by a business to service its internal telephone needs. A PBX usually offers more advanced features than are generally available on the public network. Protocol Independent Multicast A protocol that provides efficient routes for multicast traffic that must cross the Internet to reach members of sparsely distributed multicast groups. PSTN See public switched telephone network. public switched telephone network The international network of private and government-owned voice-oriented public telephone networks.
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R
Glossary
RAID See Redundant Array of Intelligent/Inexpensive Disks. RAN recorded announcement RAN route See recorded announcement route. RAS See Remote Access Services. Real-time Statistics Multicast An interface that provides real-time information to third-party applications in either multicast or unicast format. recipient mailbox A container on the e-mail server that hold e-mail messages. Standard mailboxes are monitored by the Contact Center E-mail Manager, which routes the e-mail to an agent or group of agents (skillset) based on an analytical search of the sender address, the recipient address, the subject and body of an e-mail message for predetermined keywords, or a combination of these. The e-mail server must be compliant with Post Office Protocol 3 (POP3) and Standard Mail Transfer Protocol (SMTP). recorded announcement route A resource installed on the switch that offers a recorded announcement to callers. Redundant Array of Intelligent/Inexpensive Disks A category of disk drives that employs two or more drives in combination for fault tolerance and performance. redundant server A warm standby server, used for shadowing the Multimedia database on the Multimedia server and providing a quick recovery if the primary server fails.
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relational expression An expression used in scripts to test for different conditions. Relational expressions are less than (<), greater than (>), less than or equal to (< =), greater than or equal to (> =), and not equal to (< >). See also expression, logical expression, mathematical expression. Remote Access Services A feature built into Windows NT and Windows 95 that enables users to log on to an NT-based LAN using a modem, X.25 connection, or WAN link. This feature is also known as Dial-Up Networking. Replication Server A server that backs up the active Contact Center Manager Server to the standby Contact Center Manager Server in real time. reporting supervisor The supervisor who has primary responsibility for an agent. When an agent presses the Emergency key on the phoneset, the emergency call is presented to the agent’s reporting supervisor. See also associated supervisor. Resource Reservation Protocol The protocol used by routers to allow host systems in an IP network to reserve resources for unicast or multicast dataflows. round robin routing table A routing table that queues the first call to the first three sites in the routing table, then the second three sites, then the third three sites, and so on, until an agent is reserved at one of the sites. See also sequential routing table. route A group of trunks. Each trunk carries either incoming or outgoing calls to the switch. See also music route, RAN route. router A device that connects two LANs. Routers can also filter messages and forward them to different places based on various criteria.
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routing table A table that defines how calls are routed to the sites on the network. See also round robin routing table, sequential routing table. RSM See Real-time Statistics Multicast. RSVP See Resource Reservation Protocol. rule See e-mail rule.
S
sample script A script installed with the Contact Center Manager Server client. Sample scripts are stored as text files in a special folder on the client. The contents of these scripts can be imported or copied into user scripts to create scripts for typical contact center scenarios. SCM See Service Control Manager. script A set of instructions that relates to a particular type of call, caller, or set of conditions, such as time of day or day of week. See also Master script, network script, primary script, secondary script. script variable See variable. second-level threshold The value used in display thresholds that represents the highest value of the normal range for a given statistic. The system tracks how often the value for the statistic falls outside this value.
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Glossary
Standard 7.03
secondary directory number A DN defined on the agent’s phoneset as a Centrex line for incoming and outgoing non-ACD calls. secondary script Any script (other than a Master, network, or primary script) referenced from a primary script or any other secondary script. Statistics are not pegged for actions occurring during a secondary script. See also Master script, network script, primary script, script. sequential routing table A routing table method that always queues a call to the first three active sites in the routing table. See also round robin routing table. server A computer or device on a network that manages network resources. Examples of servers include file servers, print servers, network servers, and database servers. Contact Center Manager Server is used to configure the operations of the contact center. See also client. server subnet The subnet to which the Nortel servers, such as Contact Center Manger Server, Network Control Center, Contact Center Manager Administration, Contact Center Multimedia, and CallPilot are connected. service A process that adheres to a Windows NT structure and requirements. A service provides system functionality. Service Control Manager A Windows NT process that manages the different services on the PC. service level The percentage of incoming calls answered within a configured number of seconds.
214
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Glossary
service level threshold A parameter that defines the number of seconds within which incoming calls should be answered. Service Update A Contact Center supplementary software application that enhances the functionality of previously released software by improving performance, adding functionality, or correcting a problem discovered since the original release. All previous Service Updates (SUs) for the release are included in the latest Service Update. For example, SU02 contains the contents of SU01 as well as the fixes delivered in SU02. SU03 contains SU01, SU02, and the fixes delivered in SU03. See also Service Update Supplementary and Designer Patch. Service Update Supplementary A stand-alone Contact Center supplementary software application installed on top of a specific Service Update (SU). It does not contain the contents of previous SUs. The next SU includes SUSs built on top of previous SUs. For example, SUS0301 is installed on top of SU03. SU04 contains SU03 and SUS0301 (and any subsequent SUSs built on top of SU03). See also Service Update and Designer Patch. Session Initiation Protocol An application-layer control (signaling) protocol for creating, modifying, and terminating sessions with one or more participants. Simple Network Management Protocol A systematic way of monitoring and managing a computer network. The SNMP model consists of four components:
managed nodes, which are any device, such as hosts, routers, and printers, capable of communicating status to network-management systems through an SNMP management process called an SNMP Agent management stations, which are computers running special network management software that interact with the Agents for status management information, which is conveyed through exact specifications and format of status specified by the MIB Management Protocol or SNMP, which sends messages called protocol data units (PDUs)
Network Control Center Administrator’s Guide
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Glossary
Standard 7.03
SIP See Session Initiation Protocol. SIP Terminal The SIP Address of the TR87 controlled terminal dedicated to this agent. This is the phone number that the agent controls, combined with the domain of the agent in the SIP URI. SIP URI The SIP Address for the agent as configured on the target SIP server. The SIP Address uniquely identifies the agent on the SIP network. site 1. A system using Contact Center Manager Server that can be accessed using Server Utility. 2. A system using Contact Center Manager Server and participating in Network Skill-Based Routing. skillset A group of capabilities or knowledge required to answer a specific type of call. See also local skillset, network skillset. skillset intrinsic A script element that inserts information about a skillset in a script. Skillset intrinsics return values such as skillsets, integers, and agent IDs. These values are then used in queuing commands. See also call intrinsic, intrinsic, time intrinsic, and traffic intrinsic. SL-100 Stored Logic 100 switch SNMP See Simple Network Management Protocol. source site The site from which an incoming network call originates. See also destination site.
216
Contact Center Manager
December 2007
Glossary
standby In skillset assignments, a property that grants an agent membership in a skillset, but makes the agent inactive for that skillset. standby server A server that contains an up-to-date version of the database, for use when the active server becomes unavailable. SU See Service Update. supervisor A user who manages a group of agents. See also associated supervisor and reporting supervisor. supplementary ACD-DN A DN associated with a primary DN. Any calls to the supplementary DN are automatically routed to the primary DN. A supplementary DN can be a toll-free (1-800) number. SUS See Service Update Supplementary. switch See telephony switch. switch resource A device configured on the switch. For example, a CDN is configured on the switch and then used as a resource with Contact Center Manager Server. See also acquired resource. system-defined scripts The Master_Script and the Network_Script (if NSBR is enabled). Users can customize or deactivate these scripts, but they cannot delete them. These scripts are the first scripts executed for every local or network call arriving at the contact center.
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Glossary
T
Standard 7.03
TAPI See Telephony Application Program Interface. target site See destination site. TCP/IP See Transmission Control Protocol/Internet Protocol. TDM See Time-Division Multiplex. telephony The science of translating sound into electrical signals, transmitting them, and then converting them back to sound. The term is used frequently to refer to computer hardware and software that perform functions traditionally performed by telephone equipment. telephony switch The hardware that processes calls and routes them to their destination. Telephony Application Program Interface An interface between the switch and an application that allows the application to control the telephone on a user’s desktop. threshold A value for a statistic at which system handling of the statistic changes. threshold class A set of options that specifies how statistics are treated in reports and real-time displays. See also display threshold, pegging threshold. Time-Division Multiplex A method of transmission in which a signal is separated into multiple segments at the transmission source, and then reassembled at the receiving end.
218
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Glossary
time intrinsic A script element that stores information about system time, including time of day, day of week, and week of year. See also call intrinsic, intrinsic, skillset intrinsic, traffic intrinsic. Token Ring A PC network protocol developed by IBM. A Token Ring network is a type of computer network in which all the computers are arranged schematically in a circle. traffic intrinsic An intrinsic that inserts information about system-level traffic in a script. See also call intrinsic, intrinsic, skillset intrinsic, time intrinsic. transition mode A skillset state in which the server presents already queued calls to a skillset. New calls queued to the skillset are given out-of-service treatment. See also night mode, out-of-service mode. Transmission Control Protocol/Internet Protocol The communication protocol used to connect devices on the Internet. TCP/IP is the standard protocol for transmitting data over networks. treatment See call treatment. trunk A communications link between a PBX and the public central office, or between PBXs. Various trunk types provide services such as Direct Inward Dialing (DID trunks), ISDN, and Central Office connectivity.
U
user-created script A script created by an authorized user on the Contact Center Manager system. Primary and secondary scripts are user created scripts. user-defined script A script modified by an authorized user on the Contact Center Manager system.
Network Control Center Administrator’s Guide
219
Glossary
Standard 7.03
utility A program that performs a specific task, usually related to managing system resources. Operating systems contain a number of utilities for managing disk drives, printers, and other devices.
V
validation The process of checking a script to ensure that all the syntax and semantics are correct. A script must be validated before it can be activated. variable A placeholder for values calculated within a script, such as CLID. Variables are defined in the Script Variable Properties sheet and can be used in multiple scripts to determine treatment and routing of calls entering Contact Center Manager Server. See also call variable, global variable. Virtual Private Network A private network configured within a public network to take advantage of the economies of scale and management facilities of large networks. Voice Extensible Markup Language Allows a user to interact with the Internet through voice-recognition technology. Voice over IP Voice traffic transmitted in digital format using the IP protocol. voice port A connection from a telephony port on the switch to a port on the IVR system. VPN See Virtual Private Network. VXML See Voice Extensible Markup Language.
W 220
WAN See wide area network. Contact Center Manager
December 2007
Glossary
Web-on-hold A set of URLs that a customer sees after requesting a text chat session, and before the agent connects to the Web Communications contact. wide area network A computer network that spans a relatively large geographical area. Typically, a WAN consists of two or more local area networks (LANs). The largest WAN in existence is the Internet. workload scenarios Sets of configuration values defined for typical patterns of system operations. Five typical workload scenarios (entry, small, medium, large, and upper end) are used in the Capacity Assessment Tool for capacity analysis for Contact Center Manager.
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Glossary
222
Standard 7.03
Contact Center Manager
Index A abandoned calls 163, 166 outbound network calls 164 Abnd field 163, 166 access classes, adding 52 access rights 12 ACD-DN Call field 160 Acquired? box 123, 125 Add Site dialog box 61 adding access classes 52 desktop users 52 network commands to scripts 54 routing table assignments 102 sites at the NCC 52, 77 sites to routing tables 100, 106 sites to the communications database with Nbconfig 61 table routing assignments 53 address settings, resetting 173 Address Table property page 63 administering NCC 69 servers 119 agent order preference, configuring 143 agent priority and average speed of answer routing 34 and longest idle agent routing 34 agent reservations are canceled before calls are presented 179 method for selecting agents 92 Agent Reserve Timer box 139 and Nodal Request Wait Timer 140 agent wait time 167 agents assigning to network skillsets 94 calls answered by 163 in service 159 methods for choosing 92 Not Ready 159 Network Control Center Administrator’s Guide
on ACD-DN calls 160 on DN calls 160 on NACD-DN calls 160 on network skillset calls 159 on other skillset call 160 on skillset call 159 waiting 159 Agts Waiting field 159 Ansd field 163, 166 answer delay average 163 network calls 164 answered calls 163, 166 outbound network 164 Application field 162 arrived calls 163 Arrived field 163 assigning agents to network skillsets 53, 94 assignments, routing table. See routing table assignments average answer delay 163, 167 network calls 164 average speed of answer routing 34, 92 and agent reserve timer 139 example 41 Avg Ans Dly field 163, 167
B before importing filters 65
C call processing, priority of 30 Call Request Queue Size box 47, 141, 147 Call Type box 123, 125 call-by-call reports. See network call-by-call reports statistics. See network call-by-call statistics calls 223
Index
abandoned 163, 166 abandoned outbound network 164 ACD-DN, agents on 160 answered 163, 166 answered, outbound network 164 arrived 163 DN, agents on 160 for network skillset not routed out 175 NACD-DN, agents on 160 network skillset, agents on 159 network, answer delay 164 offered 166 queuing 33 requesting routing 163 routed out 163 routing 35 skillset, agents on 159 waiting 162, 166 waiting, outbound network 163 calls, other skillset agents on 160 cancellation of agent reservations before calls are presented 179 CDNs, network advantage of multiple 121 configuring on the server 16, 53, 120, 121 configuring on the switch 51, 122, 126 example with multiple 122 changing relative time 81 routing table assignments 106 to daylight saving time 80 choosing agents, methods for 92 destination sites 34 CLAN 31 IP addresses 60 propagating NSBR configuration information over 30 CLAN IP Address box 62 Classic Client migrating filters from 65 client PCs 27 providing site information to, for generation of reports 73 collecting
224
Standard 7.03
network call-by-call statistics 30 network historical statistics 53 Communication Status box 148 communications database configuring at the NCC 56, 60 verifying at each server 57, 63 configuration information propagating to sites 30, 72 synchronizing manually 84 use of, by sites 73 configuration reports 31 configuring agent order preference 143 communications database 56, 60 multiple network CDNs 121 network CDNs on the server 16, 53, 120, 121 network CDNs on the switch 51, 122, 126 network communication parameters 53, 129 network historical statistics collection 113, 116 network script 54 network skillsets on the server 16, 53, 120, 141 NSBR 29, 51 routing tables 53 connection to NCC, verifying 172 Consolidated Agent Position Status Count 158 consolidated real-time displays, network 153 consolidated reports. See network consolidated reports, reports Consolidated Skillset Display 165 converting local skillsets to network skillsets 33, 88 network skillsets to local skillsets 89 creating. See adding Customer LAN. See CLAN
D Date and Time settings, Windows 74 daylight saving time, changing to 80 defining. See adding delay, average answer 163 deleting network skillsets 89
Contact Center Manager
December 2007
Index
network skillsets at the NCC 96 routing table assignments 112 sites from routing tables 100, 107 sites from the network 82 desktop users, adding 52 destination sites choosing 34 dialable DN 129, 138 disk space and troubleshooting problems with network call-by-call statistics 177 distributing network skillsets 88 NSBR configuration information to sites 30, 72 distribution of network skillsets fails, troubleshooting 174 DN Call field 160 DN, dialable 129 documents in Contact Center 21
filtering 45 network skillsets 146 of remote sites, troubleshooting 175 sites 145 stopping for network skillsets 151 stopping for remote sites 151 filters 155, 156 and partitions 65 importing utility 66 limitations when importing 66 migrating from Classic Client to Symposium Web Client 65 preparing to import 65 first back routing 34, 92 example 37 Flags column 63 Flow Control Threshold box 47, 141, 147 Force Synchronization check box 61
E
GMT, time zone relative to, in network call-bycall reports 75
ELAN 27, 31 Embedded LAN. See ELAN example average speed of answer routing 41 first back routing 37 longest idle agent routing 39 longest idle agent routing with different agent priorities 42 longest idle agent routing with no available agents 43 manually stopping filtering for remote sites and network skillsets 150 network skillset filtering 147 site filtering 146 using multiple network CDNs 122
F features, optional 13 filter status for remote sites and network skillsets 147 Filter Timer box 45, 89 Network Control Center Administrator’s Guide
G H historical statistics collection. See network historical statistics collection
I idle time 167 preference, configuring 143 In Srv field 159 Include Local Node box 142 incoming network calls number answered 167 number offered 167 wait time 167 installing NCC 52, 55, 56 NSBR 56 Symposium Call Center Server 52 interaction between NCC and sites 70 225
Index
IP addresses, CLAN 60
K Keep Network Call-by-Call data for box 116
L limitations for importing filters 66 local skillsets converting network skillsets to 89 converting to network skillsets 33, 88 Long Wait Last Call field 167 longest idle agent routing 34, 92 and agent order preference 141 and agent reserve timer 139 example 39 example with different agent priorities 42 example with no available agents 43
M managing network skillsets 87 manually stopping filtering for network skillsets 151 stopping filtering for remote sites 151 Max Wait Time field 169 maximum queue size 47 Meridian 1 switch 28 migrating filters 65 monitoring network performance 153 moving sites in routing tables 101, 108
N NACD 32, 51 NACD-DN Call field 160 Name box 123, 124 Nbconfig utility 63, 77 adding sites to the communications database with 61 226
Standard 7.03
starting 60 nbconfig utility 56 NCC 29 adding network skillsets at 94 adding sites at 77 administering 69 and communication between sites 29 deleting network skillsets at 96 fails to receive network call-by-call statistics, troubleshooting 177 impact of changes on sites 70 installing 52, 55, 56 managing sites at 71 upgrading 58 verifying the connection to 172 network commands, adding to scripts 54 deleting sites from 82 using multiple CDNs 121 Network ACD. See NACD Network call rate box 117 network call-by-call reports 31 time zone conversion in 74 network call-by-call statistics 30, 114 troubleshooting collection problems 177 network calls, answer delay 164 network CDNs advantage of multiple 121 configuring on the server 16, 53, 120, 121 configuring on the switch 51, 122, 126 example with multiple 122 Network Communication Parameters window 138, 147, 151 network communication parameters, configuring 53, 129 network consolidated real-time displays 153 network consolidated reports 31 time zone conversion in 76 Network Control Center. See NCC network historical statistics collection 53, 114 configuring 113, 116 network script, configuring 54 Network Sites box 109 Network Skill-Based Routing. See NSBR Network Skillset box 148 network skillset calls, agents on 159
Contact Center Manager
December 2007
Network Skillset Name box 95 network skillsets 33, 52, 88 adding 52 adding at the NCC 94 assigning agents to 53, 94 configuring on the server 16, 53, 120, 141 converting local skillsets to 88 converting to local skillsets 89 deleting 89 deleting at the NCC 96 filter status for remote sites 147 filtering 146 in scripts 93 managing 87 maximum queue size 47 propagation 88 resynchronizing 89 routing table 89 stopping filtering for 151 troubleshooting 174 upgrading 64 network summary 154 Network_Script 48 Networking Historical Statistics window 116 networking method 92 Networking Method box 95 night mode 48 ninoam_promote utility 64 Nodal Request Wait Timer box 139 and Agent Reserve Timer 140 Not Rdy field 159 Not Ready agents 159 NSBR configuration information, propagating 30, 72 configuration information, synchronizing manually 84 configuration information, use of by sites 73 configuring 29, 51 installing 56 upgrading 57 Ntwk Avg Ans Dly field 164 Ntwk In Ansd field 167 Ntwk In Offer field 167 Ntwk In Wait field 167 Ntwk Out Abnd field 164
Network Control Center Administrator’s Guide
Index
Ntwk Out Ansd field 164 Ntwk Out Req field 163 Ntwk Out Rou field 163 Ntwk Out Wait field 163 Ntwk SklSet Call field 159 Number box 123, 124 Number of Retries box 45, 139
O Offer field 166 offered calls 166 optional features 13 Other SklSet Call field 160 out-of-service skillsets 48
P partitions and filters 65 performance, monitoring network 153 ping command 173 priority and average speed of answer routing 34 and longest idle agent routing 34 call processing and propagation of NSBR configuration information 30 propagating network skillsets 88 NSBR configuration information to sites 30, 72 propagation of network skillsets failure, troubleshooting 174
Q queue size, maximum 47 Queue To Network Skillset command 33, 94, 96 Queue To Skillset command 37, 94 Queued intrinsic 48 queuing calls 33
227
Index
Standard 7.03
R
S
real-time displays, network consolidated 153 related documents 21 relative time, changing 81 Relative to GMT box 80 remote sites filter status 147 stopping filtering for 151 reports NCC 31 providing site information to client PCs for generation of 73 troubleshooting incorrect times on 178 See also network call-by-call reports, network consolidated reports Required box 117 reserving agents, methods 92 reset assignments 105 resetting all site and address settings 173 resynchronizing network skillsets 89 retries 45 Retry Timer box 45, 139 round robin routing table 91 routed calls 163 routers 32 routing 35 average speed of answer 34 first back 34 longest idle agent 34 method 91, 95 problems, troubleshooting 172, 175, 179 routing table assignments adding 53, 102 changing 106 deleting 112 scheduling 104, 109 routing tables 89 adding sites to 100, 106 configuring 53 deleting sites from 100, 107 moving sites in 101, 108 types 91 routing, calls requesting 163 RptSets utility 66 RptSets.mdb file 66, 67
scheduling routing table assignments 104, 109 scripts adding network commands to 54 using network skillsets in 93 selecting agents, methods 92 destination sites 34 sequential routing table 91 servers 28 adding to the communications database with Nbconfig 61 administering 119 communication between 29 configuring network CDNs on 16, 53, 120, 121, 124 configuring network skillsets on 16, 53, 120, 141 impact of NCC changes on 70 upgrading 58 use of configuration information by 73 validating 30, 72 verifying communications database at 57, 63 service level 163, 167 service, agents in 159 setting up NSBR 51 Site field 159, 162, 166 Site Filter box 148 site summary 154 Site Table property page 61, 83 sites 27, 72 adding at the NCC 52, 77 adding to routing tables 100 adding to the communications database with Nbconfig 61 communication between 29 deleting from routing tables 100 deleting from the network 82 filtering 145 impact of NCC changes on 70 managing at NCC 71 moving in routing tables 101 not routing or receiving calls troubleshooting 172 propagating NSBR configuration information
228
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December 2007
to 30, 72 propagation of network skillsets to 88 resetting 173 synchronizing 72 synchronizing manually 84 use of configuration information by 73 size, maximum queue 47 skillset calls agents on 159 agents on network 159 agents on other 160 Skillset field 159, 166 Skillset Filter box 149 Skillset Properties window 141 skillsets, out-of-service 48 SklSet Call field 159 special characters and filter import utility 66 Srv Lvl % field 163, 167 starting Nbconfig utility 60 statistics. See network call-by-call statistics, network historical statistics collection stopping filtering for network skillsets 151 filtering for remote sites 151 summary network 154 site 154 switch 28 configuring network CDNs on 51, 122, 126 Symposium Call Center Server, installing 52 Symposium Web Client migrating filters to 65 synchronizing sites 72, 84
T table routing assignments. See routing table assignments table, routing. See routing table Time and Date settings, Windows 74 time zone change, restarting Symposium Call Center Server after 74 conversion, in consolidated reports 76 conversion, in network call-by-call reports 74
Network Control Center Administrator’s Guide
Index
relative to GMT, in network call-by-call reports 75 synchronization, troubleshooting problems with 178 time, changing to daylight saving 80 tracert command 173 transition mode 48 troubleshooting 171 call routing 179 incorrect report times 178 network call-by-call statistic collection 177 network skillsets 174 site not routing or receiving calls 172 types of routing tables 91
U upgrading NCC 58 network skillsets 64 NSBR 57 servers 58
V validating servers 30, 72 verifying communications database at each server 57, 63 the connection to the NCC 172 virtual call center 93 and Target Node Count 91
W Wait field 162, 166 wait time for incoming network calls 167 waiting agents 159 waiting calls 162, 166 outbound network 163 WAN 32 Wide Area Network 32 Windows Date and Time settings 74
229
Index
230
Standard 7.03
Contact Center Manager
Reader Response Form Contact Center Manager Product release 6.0 Network Control Center Administrator’s Guide
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m r m o r F o F e s e n s o n p o s p e s e R R r e r d e a RReead
Nortel Contact Center Manager Network Control Center Administrator’s Guide Nortel Networks Mervue Business Park Galway, Ireland Copyright © 2007 Nortel Networks. All Rights Reserved. Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Meridian 1 and Contact Center Manager is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.
Publication number: Product release: Document release: Date:
297-2183-932 6.0 Standard 7.03 December 2007
To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback.
Nortel Contact Center Manager Network Control Center Administrator’s Guide Product release 6.0
Standard 7.03
December 2007
Nortel Contact Center Manager
Network Control Center Administrator’s Guide
Publication number: Product release: Document release: Date:
297-2183-932 6.0 Standard 7.03 December 2007
Copyright © 2007 Nortel Networks. All Rights Reserved. Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Meridian 1 and Contact Center Manager is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach. This page and the following page are considered the title page, and contain Nortel Networks and third-party trademarks.
*Nortel Networks, the Nortel Networks logo, the Globemark, CallPilot, Contivity, DMS, DMS-10, DMS-100, DMS-200, DMS-250, DMS-300, DMS-500, DMS-MTX, DMS-STP, DPN, DPX, Dualmode, Helmsman, ICN, IVR, MAP, Meridian, Meridian 1, Meridian Mail, Meridian SL, Norstar, Optera, Optivity, Passport, Periphonics, SL, SL-1, Succession, Supernode, and Symposium are trademarks of Nortel Networks. CELERON, ITANIUM, INTEL XEON, INTEL INSIDE XEON, PENTIUM, PENTIUM II XEON, and XEON are trademarks of Intel Corporation. ACTIVE DIRECTORY, INTERNET EXPLORER, MICROSOFT, MICROSOFT ACCESS, MSDOS, POWERPOINT, WINDOWS, WINDOWS NT, and WINDOWS XP are trademarks of Microsoft Corporation. REPLICATION SERVER and SYBASE are trademarks of Sybase, Inc.
Contents 1
Getting started New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About the Network Control Center and Network Skill-Based Routing . . . . . How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2
Introduction Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Contact Center Manager network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Introduction to Network Skill-Based Routing . . . . . . . . . . . . . . . . . . . . . . . . Examples. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Retries and filtering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3
NCC configuration overview
9 10 12 14 18 19 21 23
25 26 27 33 37 45
49
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Configuration tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
4
Install Network Skill-Based Routing Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configure the communications database . . . . . . . . . . . . . . . . . . . . . . . . . . . . Upgrade Release 4.x skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Migrate filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
5
NCC Administration
55 56 60 64 65
69
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 Section A: Site management Overview of sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Time zone conversion. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Add a site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Network Control Center Administrator’s Guide
71 72 74 77 v
Contents
Standard 7.03
To change to daylight saving time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 To delete a site from the network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82 To synchronize sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 Section B: Network skillset management Overview of network skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Add a network skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . To delete a network skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
87 88 94 96
Section C: Routing tables and routing table assignments 97 Overview of routing tables and routing table assignments. . . . . . . . . . . . . . . 98 To configure a routing table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99 To configure a routing table assignment. . . . . . . . . . . . . . . . . . . . . . . . . . . . 102 To change the routing table for an assignment . . . . . . . . . . . . . . . . . . . . . . . 106 To delete an assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112 Section D: Historical statistics collection 113 Overview of historical statistics collection. . . . . . . . . . . . . . . . . . . . . . . . . . 114 Configuration of historical statistics collection . . . . . . . . . . . . . . . . . . . . . . 116
6
Administering servers
119
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . To configure MCDN network CDNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . To configure DNIS Network CDNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . To configure Landing Pads for Universal Networking . . . . . . . . . . . . . . . . To configure network communication parameters . . . . . . . . . . . . . . . . . . . . To configure network skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . To monitor and stop filtering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
7
Monitoring network performance
153
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Consolidated Agent Position Status Count. . . . . . . . . . . . . . . . . . . . . . . . . . Consolidated Application display. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Consolidated Skillset display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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154 158 161 165
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Server cannot route or receive calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Problems with network skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Problems collecting network call-by-call statistics . . . . . . . . . . . . . . . . . . . Times on reports are incorrect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Problems with call routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vi
120 121 124 126 129 141 145
172 174 177 178 179
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Glossary
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Index
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Contents
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Contact Center Manager
Chapter 1
Getting started In this chapter New in this release
10
Overview
12
About the Network Control Center and Network Skill-Based Routing
14
How to use this guide
18
Skills you need
19
Related documents
21
How to get help
23
Network Control Center Administrator’s Guide
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Standard 7.03
New in this release The following section details what is new in the Nortel Contact Center Manager Network Control Center Administrator’s Guide (297-2183-932) for release 7.03.
“Features” on page 10
“Other changes” on page 11
Features See the following sections for information about feature changes:
“Universal Networking” on page 10
“CTI Call Attached Data networking” on page 10
Universal Networking Universal Network Skill-Based Routing (UNSBR) is a non-switch specific networking capability introduced in Contact Center 6.0. Universal Networking affects the following sections:
“Call routing” on page 35
“To configure DNIS Network CDNs” on page 124
“To configure Landing Pads for Universal Networking” on page 126
“Dialable DN configuration with Universal Networking” on page 131
“Problems with Landing Pads in Universal Networking” on page 180
CTI Call Attached Data networking Computer Telephony Integration (CTI) Call Attached Data (CAD) networking provides the ability to attach contact-associated data with a call so that it is available for use by CTI applications throughout the course of the call flow. CTI CAD networking affects the following sections:
10
“CTI Call Attached Data networking” on page 15 “Dialable DN configuration for CTI Call Attached data networking” on page 135
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Getting started
Other changes See the following sections for information about changes that are not featurerelated:
“Landing Pads” on page 11
“Routing Table Assignments” on page 11
Landing Pads To determine the number of Landing Pads that you require, see the Estimating the Number of Trunks and Landing Pads.xls at the Partner Information Center (PIC) at www.nortel.com/pic. For more information about Landing Pads, see “To configure Landing Pads for Universal Networking” on page 126. Routing Table Assignments If you create an assignment from the NCC using a classic client, you must select all network skillsets for the source site and reconfigure the routing tables. For more information, see “To configure a routing table assignment” on page 102.
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Overview The Nortel Contact Center Manager Network Control Center Administrator’s Guide provides information about how to implement Network Skill-Based Routing (NSBR) in your contact center. For information about using or administering other tools and features of the Contact Center Manager components, refer to the appropriate document.
Who should read this guide This guide is for Contact Center Manager administrators who are responsible for setting up and maintaining NSBR in a contact center with multiple Contact Center Manager Servers. All servers in the contact center must have Symposium Call Center Server Release 5.0 or Contact Center Manager Server Release 6.0 installed. Types of experience or knowledge that can be useful include:
networking
troubleshooting
configuring Windows 2000 Server or Windows Server 2003
contact center goals and operations
Contact Center Manager Server 6.0 is not supported on Windows 2000 Server.
Access rights This guide assumes that you have the access rights required to perform the procedures in this guide. Because changes made at the Network Control Center (NCC) server affect all sites in the network, access to the NCC must be restricted to administrators who are familiar with NCC operations. For more information about access rights, see the Contact Center Manager Administrator’s Guide.
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Getting started
The process of logging on to the NCC is the same as logging on to any other server in Contact Center Manager. Use Contact Center Manager Administration to manage the NCC server.
Optional features Some features described in this guide are optional. To give you access to features, Nortel supplies a license file. Use this file when you install the Contact Center Manager software. Fields and commands for features that you did not purchase are not visible.
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Standard 7.03
About the Network Control Center and Network Skill-Based Routing This section provides a summary of the Network Control Center and Network Skill-Based Routing (NSBR)
Network Control Center The Network Control Center (NCC) is a server in the Contact Center Manager network. However, unlike the other Contact Center Manager Servers, the NCC is not connected to a telephony switch, and it performs no call routing or processing. Instead, the NCC:
manages communication between servers
propagates configuration information
validates servers
collects network call-by-call statistics (statistics recording call events occurring at the destination site) produces network consolidated historical reports, network call-by-call statistics, and configuration reports
If the NCC goes down, calls are still routed between sites in the network. However, no network call-by-call data is transferred to the NCC, and you cannot create, delete, or edit network skillsets, sites, or routing tables.
Network Skill-Based Routing Network Skill-Based Routing (NSBR) is an optional feature offered with Contact Center Manager. You can use this feature to route calls to different sites on the network.
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Getting started
Universal Networking Universal Network Skill-Based Routing (UNSBR) is a non-switch specific networking capability introduced in Contact Center 6.0. Unlike the existing Network Skill-Based Routing (NSBR), UNSBR does not require a proprietary networking protocol such as MCDN or a telephony switch-specific feature support such as NACD. The Longest Idle Agent, Average Speed Answer, and Local Node Inclusion features are supported with UNSBR. In Release 6.0, Contact Center Manager supports networking between different telephony switch types, including the following:
Meridian 1 PBX
Communication Server 1000
Communication Server 2000
Communication Server 2100
DMS
Meridian SL-100
With Universal Networking, it also possible to network two or more Communication Server 2x00/DMS telephony switches. To facilitate networking between these different telephony switch types, Contact Center Manager introduces the concept of Landing Pads. A Landing Pad identifies the call that is sent to a target site. The target site reserves a Landing Pad for the call ID at the source site. The source site then requests the telephony switch to send the call to the Landing Pad. When the call arrives on the Landing Pad at the target site, the Contact Center Manager Server maps the call to the original call ID at the source to determine to which agent to present the call. Landing Pads can be either CDNs or DNISs.
CTI Call Attached Data networking Computer Telephony Integration (CTI) Call Attached Data (CAD) networking provides the ability to attach contact-associated data with a call so that it is available for use by CTI applications throughout the course of the call flow. CTI CAD networking includes: Network Control Center Administrator’s Guide
15
Getting started
Standard 7.03
calls that are networked under script control from source to target servers, and then to agents calls that agents transfer or conference through a CTI application
CTI applications can modify the call-attached data.
Network Control Center maintenance At the Network Control Center (NCC), you create and maintain the following elements to ensure effective Network Skill-Based Routing:
sites
network skillsets
routing tables
routing table assignments
In addition, you configure the number of days that the NCC stores network callby-call statistics.
Administration of the servers To set up Network Skill-Based Routing on your Contact Center Manager network, you must configure each of the servers in your network. At each server, configure:
a MCDN network CDN on which incoming network calls are received (if Universal Networking is not applicable and the telephony switch is a Communication Server 1000/Meridian 1 PBX) Landing Pads (if Universal Networking is applicable) a DNIS Network CDN (if Universal Networking is applicable and a DNIS Landing Pad is used)
communication parameters
network skillsets
After you configure your servers, monitor them regularly to make sure that they are communicating properly.
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Getting started
For more information about Universal Networking, see “Universal Networking” on page 15.
Network performance monitoring You can use the following network consolidated real-time displays at the NCC to monitor network performance:
Consolidated Agent Position Status Count
Consolidated Application Display
Consolidated Skillset Display
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How to use this guide This guide includes procedures for:
installing Network Skill-Based Routing
administering the NCC
administering servers
monitoring network performance
troubleshooting
Where to start The following table lists where in the guide to find information about Network Skill-Based Routing, administering the NCC and associated servers, monitoring network performance, and troubleshooting.
18
For more information about
See
Installing Network Skill-Based Routing
“Install Network Skill-Based Routing” on page 55
Managing sites
“Site management” on page 71
Managing network skillsets
Section B: “Network skillset management,” on page 87
Managing routing tables and assignments
Section C: “Routing tables and routing table assignments,” on page 97
Configuring historical statistics collection
Section D: “Historical statistics collection,” on page 113
Administering servers
“Administering servers” on page 119
Monitoring Network Performance
“Monitoring network performance” on page 153
Troubleshooting
“Troubleshooting” on page 171
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Getting started
Skills you need This section describes the skills, experience, and knowledge recommended to use and administer Network Skill-Based Routing in a Network Control Center.
Nortel product knowledge Knowledge of, or experience with, the following Nortel products is helpful when administering Network Skill-based routing:
Network Skill-Based Routing
Contact Center Manager Server or Symposium Call Center Server
the applicable switch platform Nortel Meridian 1 PBX or Nortel Communication Server 1000 (CS 1000) Communication Server 2x00/DMS (unless otherwise stated, references to CS2x00/DMS also apply to SL-100, Nortel Communication Server 2000, and Nortel Communication Server 2100) CallPilot, Meridian Mail, or a third-party voice processing-system
CallPilot is available for deployment on the CS 1000/Meridian 1 and CS 2x00/ DMS switch family but has voice-processing interoperability, for example GIVE IVR treatment, with the CS 1000/Meridian 1 switch only. If CallPilot is installed on a CS2x00/DMS switch, you can use it for menuing and routing to Contact Center Manager Server, but for GIVE IVR functionality in this environment, an interactive voice response (IVR) system (Nortel MPS 500/ 1000) is required.
PC experience or knowledge Knowledge of, or experience with, the following PC products is helpful when you administer Contact Center Manager Server:
Microsoft Windows XP Professional SP1
Windows 2000 Professional
Windows Server 2003 Standard Edition
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Windows Server 2003 Enterprise Edition
Other experience or knowledge Other experience or knowledge of use to you includes:
20
analytical skills knowledge of your contact center organizational structure and your contact center objectives
Contact Center Manager
December 2007
Getting started
Related documents The following guides are available on the Contact Center portfolio DVD or on the Nortel Web site (www.nortel.com). For information about See the
NTP number
Planning and Nortel Contact Center Planning and engineering guidelines, Engineering Guide and server requirements Nortel Contact Center Manager CapTool User’s Guide
297-2183-934
The Contact Center portfolio
Contact Center What’s New in Release 6.0
297-2183-903
Required installation and server data
Contact Center Installer’s Roadmap (see the Partner Information Center [PIC] at www.nortel.com)
297-2183-226
Switch configuration
Nortel Contact Center Communication Server 1000/ Meridian 1 and Voice Processing Guide
297-2183-931
Nortel Contact Center Manager Switch Guide for Communication Server 2X00/DMS
297-2183-937
297-2183-935
Server operating system Contact Center Manager Server configuration and Technical Requirements and requirements Operating System Configuration Guide
297-2183-212
Contact Center Manager Server Technical Requirements and Operating System Configuration Guide for the coresident server
297-2183-944
Network Control Center Administrator’s Guide
21
Getting started
For information about See the
NTP number
Installation, upgrades, migration, and maintenance
Contact Center Manager Server Installation and Maintenance Guide
297-2183-925
Contact Center Manager Administration Installation and Maintenance Guide
297-2183-926
Nortel Contact Center Manager Scripting Guide for Communication Server 1000/Meridian 1 PBX
297-2183-930
Nortel Contact Center Manager Scripting Guide for Communication Server 2X00/DMS
297-2183-936
Nortel Contact Center Manager Database Integration User Guide
297-2183-940
Contact Center Manager Administrator’s Guide
297-2183-927
Scripting
Administering contact centers
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Contact Center Manager
December 2007
Getting started
How to get help This section explains how to get help for Nortel products and services. However, before contacting Nortel for support, consult the Troubleshooting section of this guide.
Finding the latest updates on the Nortel Web site The content of this documentation was current at the time the product was released. To check for updates to the latest documentation and software for Contact Center 6.0, click one of the following links: Link to
Takes you directly to
Latest software
The Nortel page for Contact Center located at www.nortel.com/espl.
Latest documentation The Nortel page for Contact Center documentation located at www.nortel.com/documentation
Getting help from the Nortel Web site The best way to get technical support for Nortel products is the Nortel Support Web site: www.nortel.com/support This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. From this site, you can:
download software and related tools
download technical documents, release notes, and product bulletins
sign up for automatic notification of new software and documentation
search the Support Web site and Nortel Knowledge Base for answers to technical issues open and manage technical support cases
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Getting help over the phone from a Nortel Solutions Center If you do not find the information your require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center. In North America, call 1-800-4NORTEL (1-800-466-7835). Outside North America, go to the following Web site to obtain the phone number for your region: www.nortel.com/callus
Getting help from a specialist by using an Express Routing Code You can use an Express Routing Code (ERC) to more quickly route your call to the appropriate support specialist. To locate the ERC for your product or service, go to: www.nortel.com/erc
Getting help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller, you can contact the technical support staff for that distributor or reseller.
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Contact Center Manager
Chapter 2
Introduction In this chapter Overview
26
Contact Center Manager network
27
Introduction to Network Skill-Based Routing
33
Examples
37
Retries and filtering
45
Network Control Center Administrator’s Guide
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Introduction
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Overview This chapter describes a networked Contact Center and how the Network SkillBased Routing feature routes calls between sites (with examples). It also includes a section about retries and filtering, with examples.
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Contact Center Manager network The following illustration is an example of a Contact Center Manager network.
Sites The network can contain up to 30 sites. A site is a location in the network with a telephony switch and a Contact Center Manager Server. The server connects to the telephony switch through the embedded LAN (ELAN) subnet. In addition, each site has client PCs, which are used to configure and monitor the contact center. The client PCs communicate with the server over the Nortel server subnet. Network Control Center Administrator’s Guide
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Telephony switch The telephony switch is the hardware and software that receives incoming calls and routes them to their destination. The following types of telephony switches are supported in a networking environment:
Communication Server 1000
Communication Server 2000
Communication Server 2100
DMS
Meridian 1 PBX
Meridian SL-100
Throughout the remainder of this guide:
All references to Meridian 1 PBX and Communication Server 1000 are represented as Communication Server 1000/Meridian 1 PBX or as CS 1000/Meridian 1. All references to Communication Server 2000, Communication Server 2100, DMS, and SL-100 are represented as Communication Server 2x00/ DMS or as CS 2x00/DMS.
Contact Center Manager Server The server is the computer that controls the routing of calls and stores data, including configuration data and historical statistics. At each server, you must configure the dialable directory number (DN) for every other site in the network. After you configure the dialable DN for a remote site, your server can route calls to that site. For information about configuring the dialable DN for a site that is on a Universal Networking–enabled server, see “Dialable DN configuration with Universal Networking” on page 131.
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Introduction
Network Control Center The Network Control Center (NCC) is a server in the Contact Center Manager network. However, unlike the other Contact Center Manager Servers, the NCC is not connected to a telephony switch, and it performs no call routing or processing. Instead, the NCC:
manages communication between servers
propagates configuration information
validates servers
collects network call-by-call statistics (statistics recording call events occurring at the destination site) produces consolidated, network call-by-call, and configuration reports
If the NCC goes down, calls are still routed between sites in the network. However, no network call-by-call data is transferred to the NCC, and you cannot create, delete, or edit network skillsets, sites, or routing tables. Management of communication between servers The NCC contains a database listing all the servers in the network, their IP addresses, and their statuses. When the configuration changes, the NCC sends the new configuration information to each server. Each server reports to the NCC regularly (every 5 minutes) to let the NCC know that it is accessible. For more information about setting up the communication database, see Chapter 4, “Install Network Skill-Based Routing.” Configuration of Network Skill-Based Routing From the NCC, you must perform these tasks to enable NSBR:
configure sites—servers to which network calls are presented
configure network skillsets—skillsets shared by all sites in the network
configure routing tables—the tables that determine the order of sites to which a call is presented
When you create or modify this configuration information, it is propagated to all servers in the network.
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Propagation of NSBR configuration information The NCC uses the Nortel server subnet to propagate the configuration information (network skillsets, sites, and routing tables) to each server in the network
when that server comes up when communication with a server is reestablished after the server becomes inaccessible
Call processing has a higher priority than synchronization of network information. This ensures that customer service is not disrupted by propagation of configuration information. Validation of servers Servers communicate with the NCC regularly to let the NCC know that they are available on the network. When a server attempts to communicate with the NCC, the NCC verifies that the server is defined in the NCC database. Network call-by-call statistics Optionally, you can use the network call-by-call feature. If you enable this feature for an application, each site in the network collects call-by-call statistics for incoming network calls processed by that application, and sends this information to the NCC every 15 minutes. The NCC stores the call-by-call statistics for use in network call-by-call reports. ATTENTION
Network call-by-call events are delivered to the NCC over the Nortel server subnet. If you use this option, ensure that your network is provisioned to support the resulting traffic. If the NCC is not accessible, network call-by-call data is stored at the destination server until the NCC becomes available again. If the destination server runs out of disk space before the NCC becomes available, the destination server overwrites the oldest network call-by-call data file with the new file.
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Introduction
Producing reports From a client PC connected to the NCC, you can generate the following types of reports:
consolidated reports—Use these reports to report on application or skillset performance across the network. network call-by-call reports—Use these reports to report on all events relating to networked calls. configuration reports—Use these reports to view the setup of the NCC.
Ensure that your network is provisioned to support the traffic generated by consolidated, network call-by-call, and configuration reports. For more information, see the Contact Center Planning and Engineering Guide.
ELAN subnet The ELAN subnet is a dedicated Ethernet TCP/IP LAN that connects a Contact Center Manager Server and other application servers with a telephony switch. The ELAN subnet must connect to the Nortel server subnet through only one router.
Nortel server subnet In a Contact Center Manager Server networking environment, the Nortel server subnet is used for:
interserver communication NCC communication with Contact Center Manager Server (call-by-call event data and consolidated report from the servers to the NCC) communication between Contact Center Manager Servers (transmission of agent reservation requests and configuration data)
The Nortel server subnet must connect to the ELAN subnet through only one router and must be provisioned for bandwidth and robustness.
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WAN The wide area network (WAN) typically connects two or more local area networks (LAN) at multiple locations.
Routers The router connects two or more subnets. At each site, the Nortel server subnet connects to an ELAN subnet through only one router.
NACD The Communication Server 1000/Meridian 1 PBX telephony switches communicate over the telephony network using network automatic call distribution (NACD).
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Introduction to Network Skill-Based Routing Network Skill-Based Routing (NSBR) is an optional feature offered with Contact Center Manager. You can use this feature to route calls to different sites on the network. This section describes how the NSBR feature routes calls between sites.
Network skillsets Network skillsets are created at the NCC and then propagated to all of the servers in the network. If a server has a local skillset with the same name as a network skillset, the network skillset replaces the local skillset. For example, BestAir’s Toronto server has a skillset named Sales. When the NCC administrator creates a network skillset named Sales, the Sales skillset at BestAir Toronto becomes a network skillset. However, scripts are not automatically updated to route calls to the network. Calls routed to the network skillset (Sales) continue to be queued locally. To route calls for Sales to other sites, you must add the script command Queue To Network Skillset Sales. For more information about editing scripts on a CS 1000/Meridian 1 telephony switch, see the Nortel Contact Center Manager Scripting Guide for Communication Server 1000/Meridian 1 PBX. For more information about editing scripts on a CS 2x00/DMS telephony switch, see the Nortel Contact Center Manager Scripting Guide for Communication Server 2X00/DMS.
Call queuing When the server at the originating site receives a call, it initiates the Master_Script. The Master_Script—and any primary or secondary scripts it initiates—processes the call. To implement NSBR, the scripts use a Queue To Network Skillset script command. This command instructs the server to queue the call to up to 20 destination sites (plus, optionally, the source site), as defined in the routing table for the network skillset. For more information about routing tables, see “Routing tables and routing table assignments” on page 97.
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A Contact Center Manager network can contain 30 destination sites. However, calls can be queued to a maximum of 20 sites.
Selecting a destination site You can choose a destination site in one of the following ways: First back If you choose this option, the server routes the call to the first site from which it receives an agent reservation notification. Because the server does not wait to hear from slower sites, but queues calls to the site that responds the fastest, calls are answered more quickly with this method. Longest idle agent The server waits a configurable amount of time. During this time, the server examines the agent reservation notifications received from the other sites to identify the reserved agents with the highest priority for the skillset, and to determine which of these high-priority agents is idle for the longest time. The server then routes the call to the site with the longest idle agent. This method helps distribute call load across the network. If you choose this method, you can add only servers running Symposium Call Center Server Release 5.0 or later to the routing table for the network skillset. Average speed of answer The server waits a configurable amount of time. During this time, the server examines the agent reservation notifications received from the other sites:
to identify the reserved agents with the highest priority for the skillset to determine which of these agents with the fastest average speed of answer for the skillset is at the site
The server then routes the call to the site with the fastest average speed of answer. This method distributes calls for a given skillset to the most efficient sites in the network.
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If you choose this method, you can add only servers running Symposium Call Center Server Release 5.0 or later only to the routing table for the network skillset.
Call routing The call routing process differs depending on the type of networking in place. MCDN NSBR Networking This configuration is for a CS 1000/Meridian 1 telephony switch communicating with another CS 1000/Meridian 1 telephony switch. The originating server instructs the telephony switch to route the call to the destination site. The originating server provides the configurable dialable DN at which the destination site can be reached. The dialable DN used to route NSBR calls to a destination site must be a CDN configured as an MCDN Network CDN on the destination Contact Center Manager Server. The telephony switch uses NACD (the dialing plan) to send the call to the dialable DN at the target site. Universal Networking If you have Universal Networking enabled, use one of the following Landing Pad types:
CDN Landing Pads—The originating server requests a Landing Pad from the destination server. The destination server reserves a Landing Pad acquired by Contact Center Manager Server and sends the originating server the Landing Pad number. The originating server combines the Landing Pad number with the dialing plan information for the destination site and passes the information to the originating telephony switch. The telephony switch routes the call to the Landing Pad at the destination site. DNIS Landing Pads—The originating server requests a Landing Pad from the destination server. The destination server reserves a Landing Pad and sends the originating server the Landing Pad number. The originating server combines the Landing Pad number with the dialing plan information for the destination site and passes the information to the originating telephony switch. The originating telephony switch routes the call using the DNIS Landing Pad to the DNIS Network CDN at the destination site.
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For more information about Landing Pads, see “Universal Networking” on page 15. After the call is routed After the call is routed, the originating server cancels agent reservations at all other sites. The script at the source site terminates its control of the call, and the Network_Script at the destination site assumes control. If the reserved agent becomes unavailable after the call is routed (for example, if the agent logs off), the call is removed from the skillset queue and the Network_Script assumes control over it.
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Examples The examples in this section involve a fictional company, BestAir, which has servers in Toronto, Boston, Dallas, and San Francisco. The example illustrates what happens when a call arrives at the Toronto telephony switch. The examples are applicable for all networking configurations.
Example 1: First back (default configuration) In this example, calls are routed to the first server to respond with an agent reservation notification. The Queue to Network Skillset command does not queue calls to the local node. A separate Queue to Skillset command queues calls locally to minimize the communication cost and to maximize the speed of an answer. When the call arrives, the following script is executed: QUEUE TO SKILLSET Bookings WAIT 2 QUEUE TO NETWORK SKILLSET Bookings WAIT 4 The following graphic illustrates the events that occur when the preceding script is executed.
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Caller
Switch
Switch NACD *
ELAN subnet Bookings (skillset)
Toronto server
Busy agent
Busy agent
WAN
ELAN subnet Boston server
Bookings (skillset)
Busy agent
Free agent G101332
* Only required for MCDN NSBR networking. Not required if Universal Networking is enabled.
The script logic results in the following events:
38
1.
The Toronto server queues the call to the Bookings skillset in Toronto. No agents are currently available.
2.
The Toronto server uses the WAN to queue the call to the Bookings skillset at the Boston, Dallas, and San Francisco servers.
3.
The Boston server reserves an agent assigned to the Bookings skillset and (again using the WAN) notifies the Toronto server that the agent is reserved. (Shortly afterwards, the San Francisco and Dallas servers send agent reservation notices to the Toronto server.)
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4.
If Universal Networking is enabled and configured between Toronto and Boston, Toronto requests and receives a Landing Pad from Boston.
5.
The Toronto server uses the ELAN subnet to instruct the Toronto telephony switch to route the call to the Boston telephony switch. It sends agent reservation cancellations to the Dallas and San Francisco servers.
6.
The Toronto telephony switch transfers the call to the Boston telephony switch.
7.
The Boston telephony switch presents the call to the reserved agent.
The call is routed to Boston because the agent reservation from the Boston server arrives first.
Example 2: Longest idle agent In this example, calls are routed to the site with the agent with the greatest idle time. (All of the sites in the BestAir network are configured to interpret idle time as idle time since the last Contact Center Manager or ACD call.) The network skillset at the source node is configured to include local node. The Longest Idle Agent/Include local node configuration helps distribute the call load among all the agents in the network. When the call arrives at the Toronto telephony switch, the following script is executed: QUEUE TO NETWORK SKILLSET Bookings WAIT 4 The script logic results in the following events: 1.
The Toronto server queues the call to the Bookings skillset at the Toronto, Boston, Dallas, and San Francisco servers. (It uses the Nortel Server subnet and WAN to communicate with Boston, Dallas, and San Francisco.) It waits the configured amount of time (the default is 1 second) for responses from these servers.
2.
The Toronto server reserves an agent and sends itself an agent reservation notice. The reservation notice includes the agent’s idle time (4 seconds) and priority (1).
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3.
The Boston server reserves an agent assigned to the Bookings skillset and (using the WAN) notifies the Toronto server that the agent is reserved. The reservation notice includes the agent’s idle time (3 seconds) and priority (1). The Toronto server cancels the reservation of the Boston agent because the Boston agent has a lower idle time than the Toronto agent.
4.
The Dallas server reserves an agent and notifies the Toronto server. The reservation notice includes the agent’s idle time (5 seconds) and priority (1). The Toronto server cancels the reservation of the Toronto agent because the Dallas agent has a higher idle time than the Toronto agent.
5.
The San Francisco server reserves an agent and notifies the Toronto server. The reservation notice includes the agent’s idle time (10 seconds) and priority (1). The Toronto server cancels the reservation of the Dallas agent because the San Francisco agent has a higher idle time than the Dallas agent.
6.
If Universal Networking is enabled and configured between Toronto and San Francisco, Toronto requests and receives a Landing Pad from San Francisco.
7.
The Toronto server uses the ELAN subnet to instruct the Toronto telephony switch to route the call to the San Francisco telephony switch, which has the longest idle agent.
8.
The Toronto telephony switch transfers the call to the San Francisco telephony switch.
9.
The San Francisco telephony switch presents the call to the reserved agent.
Because the priorities of all the agents are identical, the call is routed to the longest idle agent, in San Francisco. If one of the agents has a higher priority for the skillset, the call is routed to that agent, regardless of idle time. When the server receives an agent reservation notice for an agent with a higher priority than previously received, it cancels all previously reserved agents.
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Example 3: Average speed of answer In this example, calls are routed to the site with the lowest average speed of answer (that is, fastest average time of answer) for the network skillset. The Queue to Network Skillset command queues calls to the local node, as well as to remote nodes, because the local site configured the network skillset to include local node. The Average Speed of Answer/Include local node configuration helps route calls to the most efficient site. When a call arrives at the Toronto telephony switch, the following script is executed: QUEUE TO NETWORK SKILLSET Bookings WAIT 4 The script logic results in the following events: 1.
The Toronto server queues the call to the Bookings skillset at the Toronto, Boston, Dallas, and San Francisco servers. (It uses the Nortel Server subnet and WAN to communicate with Boston, Dallas, and San Francisco.) It waits the configured amount of time (the default is 1 second) for responses from these servers.
2.
The Toronto server reserves an agent and sends itself an agent reservation notice. The reservation notice includes the agent’s priority (1) and the skillset’s average speed of answer (6 seconds).
3.
The Boston server reserves an agent assigned to the Bookings skillset and (using the WAN) notifies the Toronto server that the agent is reserved. The reservation notice includes the agent’s priority (1) and the skillset’s average speed of answer (8 seconds). Because the agent priorities are equal, and the Boston server has a slower average speed of answer than the Toronto server, the Toronto server cancels the reservation of the Boston agent.
4.
The Dallas server reserves an agent and notifies the Toronto server. The reservation notice includes the agent’s priority (1) and the skillset’s average speed of answer (5 seconds). Because the Dallas server has a faster speed of answer than the Toronto server, the Toronto server cancels the reservation of the Toronto agent.
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5.
The San Francisco server reserves an agent and notifies the Toronto server. The reservation notice includes the agent’s priority (1) and the skillset’s average speed of answer (10 seconds). Because the San Francisco server has a slower average speed of answer than the Dallas server, the Toronto server cancels the reservation of the San Francisco agent.
6.
If Universal Networking is enabled and configured between Toronto and Dallas, Toronto requests and receives a Landing Pad from Dallas.
7.
The Toronto server uses the ELAN subnet to instruct the Toronto telephony switch to route the call to the Dallas telephony switch, which has the fastest average speed of answer.
8.
The Toronto telephony switch transfers the call to the Dallas telephony switch.
9.
The Dallas telephony switch presents the call to the reserved agent.
Example 4: Longest idle agent with different agent priorities As in Example 2, the network skillset (Bookings) is configured to route calls to the site with the agent who has the greatest idle time, and the skillset is configured to include the local node. However, in this example, the agents at the responding nodes have different priorities for the skillset. When the call arrives at the Toronto telephony switch, the following script is executed: QUEUE TO NETWORK SKILLSET Bookings WAIT 4 The script logic results in the following events:
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1.
The Toronto server queues the call to the Bookings skillset at the Toronto, Boston, Dallas, and San Francisco servers. (It uses the Nortel Server subnet and WAN to communicate with Boston, Dallas, and San Francisco.) It waits the configured amount of time (the default is 1 second) for responses from these servers.
2.
The Toronto server reserves an agent and sends itself an agent reservation notice. The reservation notice includes the agent’s idle time (4 seconds) and priority (1). Contact Center Manager
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3.
The Boston server reserves an agent assigned to the Bookings skillset and (using the WAN) notifies the Toronto server that the agent is reserved. The reservation notice includes the agent’s idle time (3 seconds) and priority (1). The Toronto server cancels the reservation of the Boston agent because the Boston agent has a lower idle time than the Toronto agent.
4.
The Dallas server reserves an agent and notifies the Toronto server. The reservation notice includes the agent’s idle time (5 seconds) and priority (2). The Toronto server cancels the reservation of the Dallas agent because the Dallas agent has a lower priority than the Toronto agent.
5.
The San Francisco server reserves an agent and notifies the Toronto server. The reservation notice includes the agent’s idle time (10 seconds) and priority (2). The Toronto server cancels the reservation of the San Francisco agent because the San Francisco agent has a lower priority than the Toronto agent.
6.
The Toronto server uses the ELAN subnet to instruct the telephony switch to present the call to the Toronto agent because, of the two agents with the highest priority (1), this agent has the highest idle time.
7.
The Toronto telephony switch presents the call to the Toronto agent.
Although Universal Networking may be enabled on the Toronto server, no Landing Pad is required for this example because the call is routed locally. Landing Pads are required only for Universal Networking calls that are routed remotely, as in the previous examples.
Example 5: Longest idle agent with no available agents As in Example 2, the network skillset (Bookings) is configured to route calls to the site with the agent who has the greatest idle time, and the skillset is configured to include the local node. However, in this example, no agents are available when the agent reservation request arrives at the destination nodes. When the call arrives at the Toronto telephony switch, the following script is executed: QUEUE TO NETWORK SKILLSET Bookings WAIT 4 The script logic results in the following events: Network Control Center Administrator’s Guide
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1.
Standard 7.03
The Toronto server queues the call to the Bookings skillset at the Toronto, Boston, Dallas, and San Francisco servers. (It uses the Nortel Server subnet and WAN to communicate with Boston, Dallas, and San Francisco.) It waits the configured amount of time (the default is 1 second) for responses from these servers. No agents are available at the end of the wait time, so the server continues to wait.
2.
An agent becomes available at the Boston server. The Boston server reserves the agent and notifies the Toronto server. The reservation notice includes the agent’s idle time (2 seconds) and priority (2).
3.
If Universal Networking is enabled and configured between Toronto and Dallas, Toronto requests and receives a Landing Pad from Dallas.
4.
The Toronto server uses the ELAN subnet to instruct the Toronto telephony switch to route the call to the Boston telephony switch.
5.
The Toronto telephony switch transfers the call to the Boston telephony switch.
6.
The Boston telephony switch presents the call to the reserved agent.
If agents become available at the other servers, the other servers send agent reservation notifications to the Toronto server. The Toronto server then cancels these agent reservations because the call is already routed to another site.
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Retries and filtering Filtering temporarily removes from the routing tables any sites that are not accepting routed calls. Before the telephony switch presents a call to a reserved agent, if the originating server determines that it cannot route the call to the destination site, the originating server: 1.
cancels the agent reservation
2.
cancels the Landing Pad (if Universal Networking is enabled)
3.
queues the call to the next group of destination sites configured in the routing table
4.
filters the destination site from all routing tables for a configurable period (Retry Timer)
After this period elapses, the server again begins queuing calls to the destination site. Each time a route attempt fails, the server filters the destination site from its routing table. After a configurable number of failed attempts (Number of Retries), the server filters the destination site from its routing table for another configurable period (Filter Timer). The originating site does not attempt to queue calls for that skillset to that site until the filter timer elapses or until a user manually stops filtering the site. Example 1 1.
BestAir Toronto receives a call for the Bookings skillset, which is a network skillset.
2.
Toronto uses the routing table for the skillset to queue the call to BestAir Boston.
3.
Boston reserves an agent and notifies Toronto.
4.
Toronto routes the call to Boston, and Toronto cancels all other agent reservations held at other sites.
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5.
Standard 7.03
The route attempt fails because all trunks are busy at Boston. The Toronto server filters Boston out of all of its routing tables and queues the call again. (The server does not cancel existing requests to Boston.) If all sites are filtered, control returns to the source script.
6.
If Universal Networking is enabled and configured between Toronto and Boston, Toronto cancels the Landing Pad on Boston.
7.
In the next 5 seconds (Retry Timer = 5 seconds), Toronto receives several more calls for skillsets at Boston, but it does not attempt to queue these calls to Boston.
8.
After 5 seconds elapse, Toronto receives another call for Bookings and no local agent is available.
9.
Toronto attempts to queue this call to Boston. Again, an agent is reserved, but the call cannot be routed.
10. After one more failed attempt (Number of Retries = 3), Toronto cancels all requests to Boston and filters Boston from all its routing tables for 1 hour (Filter Timer = 1 hour). That is, not only does it filter Boston from the routing table for Bookings, but it also filters Boston from the routing tables for all other network skillsets. 11. After an hour elapses (Filter Timer = 1 hour), BestAir Toronto again begins attempting to queue calls to Boston. Example 2 (with Universal Networking)
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1.
BestAir Toronto receives a call for the Bookings skillset, which is a network skillset.
2.
Toronto uses the routing table for the skillset to queue the call to BestAir Boston.
3.
Boston reserves an agent and notifies Toronto.
4.
Toronto requests a Landing Pad from Boston.
5.
Boston informs Toronto that it has no idle Landing Pads available.
6.
In the next 5 seconds (Retry Timer = 5 seconds), Toronto receives several more calls for skillsets at Boston, but it does not attempt to queue these calls to Boston. Contact Center Manager
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7.
After 5 seconds elapse, Toronto receives another call for Bookings, and no local agent is available.
8.
Toronto attempts to queue this call to Boston. Again, an agent is reserved, but the call cannot be routed.
9.
After one more failed attempt (Number of Retries = 3), Toronto cancels all requests to Boston and filters Boston from all its routing tables for 1 hour (Filter Timer = 1 hour). That is, not only does it filter Boston from the routing table for Bookings, but it also filters Boston from the routing tables for all other network skillsets.
10. After 1 hour elapses (Filter Timer = 1 hour), BestAir Toronto again begins attempting to queue calls to Boston.
Maximum queue size If the total number of network calls queued for a skillset at the destination site exceeds the maximum queue size defined for the skillset (Call Request Queue Size), then the site is filtered out of the routing table for that skillset. Filtering continues until the number of queued calls decreases by a configurable amount (Flow Control Threshold). You can use this feature to limit the number of requests to a particular destination site for that skillset. If the source site is using sequential routing, when the maximum queue size is reached and the destination site is filtered from the routing table, the source site must queue calls to a different site. Example BestAir Toronto attempts to queue a call for the Bookings skillset to BestAir Boston. However, Boston already has 50 calls (the Maximum Queue Size) queued for the skillset, so the Boston server rejects the request to queue the call. BestAir Toronto filters BestAir Boston from the routing table for this skillset. Boston is not filtered from the routing tables for other skillsets. When the number of calls queued to Boston for the Bookings skillset decreases by 10 (the Flow Control Threshold)—that is, when calls queued to the Bookings skillset drop to 40—Boston notifies Toronto. Toronto again attempts to queue calls for this skillset to Boston.
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Out-of-service skillset at the destination site If a skillset at the destination site is out of service—for example, if no agents with the skillset are logged on, or if the skillset is put into transition or night mode manually—then the destination site rejects the agent reservation request, and the originating site filters the destination site out of the routing table for the skillset. If a skillset at the destination site goes out of service after an agent is reserved but before the call is routed, the server cancels the agent reservation and waits for an agent reservation from one of the other sites to which the call is queued. If a skillset at the destination site goes out of service after a call is routed to the destination site, the call is removed from the skillset queue and the Network_Script assumes control over it. You can use the Queued intrinsic in the Network_Script to detect unqueued calls. The Network_Script must provide treatments for unqueued calls.
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NCC configuration overview In this chapter Overview
50
Configuration tasks
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Overview This chapter describes factors you must consider when setting up Network SkillBased Routing. It also provides a summary of the procedures required for installation and configuration.
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Configuration tasks To implement Network Skill-Based Routing (NSBR) with a CS 1000/Meridian 1 telephony switch or with a CS 2x00/DMS telephony switch, you must perform the following configuration and setup tasks.
1
Complete the following tasks
For more information, see
If on a CS 1000/Meridian 1 telephony switch, configure the following elements:
Nortel Contact Center Communication Server 1000/Meridian 1 and Voice Processing Guide
NACD (not required for Universal Networking) a CDN for the server to use as an MCDN Network CDN (not required for Universal Networking) Landing Pads (required for Universal Networking only) a dialing plan to facilitate call routing between the telephony switches
OR If on a CS2x00/DMS telephony switch, configure the following elements:
Landing Pads
Nortel Contact Center Manager Switch Guide for Communication Server 2X00/ DMS
a dialing plan to facilitate call routing between the telephony switches a CDN for the server to use as a DNIS Network CDN (required if the server uses DNIS Landing Pads)
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2
3
Standard 7.03
Complete the following tasks
For more information, see
Install Contact Center Manager Server at each site. (Each server must have either Symposium Call Center Server Release 5.0 or Contact Center Manager Server Release 6.0 installed.)
Contact Center Manager Server Installation and Maintenance Guide or
Nortel Contact Center Manager Server Installation and Maintenance Guide for Install the Network Control Center (NCC). the Co-resident Server
4
On the NCC, configure the communications Chapter 4, “Install Network Skill-Based database and verify that the database is Routing” distributed to the servers.
5
At the NCC, add access classes.
6
At the NCC, add Contact Center Manager Administration users.
7
At the NCC, add the sites.
8
Contact Center Manager Administrator’s Guide
“Add a site” on page 77
Wait (at least 5 minutes) for confirmation that the site is up. Complete the configuration of the site (for example, target node count, CDN and DNIS Landing Pad if Universal Networking is enabled, and contact information.)
At the NCC, define the network skillsets.
“Add a network skillset” on page 94
You can configure a network skillset to use one of the following agent reservation methods: First Back, Longest Idle Agent, or Average Speed of Answer. If you choose Longest Idle Agent or Average Speed of Answer, you can add servers running Contact Center Manager Release 5.0 or later only to the routing table for the network skillset
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NCC configuration overview
Complete the following tasks
For more information, see
At the NCC, configure the routing tables.
“To configure a routing table” on page 99
10 At the NCC, set up table routing assignments.
“To configure a routing table assignment” on page 102
11 At the NCC, configure network historical statistics collection.
“Configuration of historical statistics collection” on page 116
12 If using MCDN NSBR Networking, at each “To configure MCDN network CDNs” server, define MCDN Network CDNs. on page 121 13 At each server where DNIS Landing Pads are to be used for Universal Networking, define the DNIS Network CDN.
“To configure Landing Pads for Universal Networking” on page 126
14 At each server, define the DNIS Network CDN.
“To configure DNIS Network CDNs” on page 124
15 At each server, configure the network communication parameters.
“To configure network communication parameters” on page 129
16 At each server, configure network skillsets. “To configure network skillset properties” on page 141 17 If you are using the Longest Idle Agent feature, ensure that Agent Order Preference (in the Global settings) is configured identically at each site in the network. 18 At each server, assign agents to the network Contact Center Manager skillsets. Administrator’s Guide
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Complete the following tasks
19 At each server, add network commands to scripts to ensure that calls can be queued to network skillsets. (You must validate scripts after editing them.) 20 At each server, configure the Network_Script. The Network_Script is a primary script that controls pegging and termination treatments for incoming network calls.
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For more information, see
Nortel Contact Center Manager Scripting Guide for Communication Server 1000/Meridian 1 PBX and the Nortel Contact Center Manager Scripting Guide for Communication Server 2X00/DMS
Contact Center Manager
Chapter 4
Install Network Skill-Based Routing In this chapter Overview
56
Configure the communications database
60
Upgrade Release 4.x skillsets
64
Migrate filters
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Overview This section describes the tasks required for a new installation and for an upgrade to an existing network.
New installation To install Network Skill-Based Routing (NSBR) in your contact center for the first time, perform these tasks. ATTENTION
If you perform a fresh installation rather than an upgrade on an existing NCC server, be sure to note the dialable DNs configured at each server in the network. When the newly installed NCC comes up and sends synchronization information to the other servers in the network, it clears the dialable DN information; therefore, you must enter this information.
Tasks
For more information, see
1
Install the Network Control Center (NCC)
Contact Center Manager Server Installation and Maintenance Guide
2
On the NCC, use the Nbconfig utility to configure the communications database.
“Configure the communications database” on page 60
The NCC verifies the status of each server and distributes its site table to each server in the network.
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Tasks
3
For more information, see
“Configure the communications On each server, verify that the communications database is set up correctly. database” on page 60 Each server receives the new site table from the NCC and compares it with its current table. If a server detects new servers in the site table, it contacts those servers to request address tables. When you add a new server to the network, the server receives requests from every other server in the network and sends each server a copy of its address table.
ATTENTION
All sites must be using Contact Center Manager Release 5.0 or later and must have package CCS 300 (Networking) enabled.
To upgrade an existing network To upgrade an existing Release 4.x network to Release 6.0 NSBR, perform these tasks. Tasks
For more information, see
1
Upgrade NCC Release 4.x to NCC Release 5.0.
2
Upgrade all Symposium Call Center Servers Release 4.x to Symposium Call Center Servers Release 5.0.
Symposium Call Center Server Installation and Maintenance Guide Release 5.0
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Tasks
3
Standard 7.03
For more information, see
Upgrade Symposium Web Client Release Contact Center Manager Administration 4.5 to Contact Center Manager Installation and Maintenance Guide Administration Release 6.0. “Migrate filters” on page 65 Or If you use Classic Client, install Contact Center Manager Administration Release 6.0 and migrate filters.
4
Upgrade the servers in the network.
5
Upgrade NCC Release 5.0 to NCC Release 6.0.
6
Upgrade all Release 5.0 Symposium Call Center Servers to Release 6.0 Contact Center Manager Servers.
Contact Center Manager Server Installation and Maintenance Guide
For more information about upgrading an existing network of Symposium Call Center Servers to Release 6.0 Contact Center Manager Servers, see the Nortel Contact Center Planning and Engineering Guide. Note the following:
58
In a CS 2x00/DMS environment, only servers running Contact Center Manager Server Release 6.0 can be part of a Contact Center Manager network. Contact Center Manager Administration 6.0 is compatible with Symposium Call Center Server 5.0 and Contact Center Manager Server 6.0. NCC 6.0 is compatible with Symposium Call Center Server 5.0 and Contact Center Manager Server 6.0. Contact Center Manager Administration 6.0 is not compatible with Symposium Call Center Server 4.2, but is compatible with Symposium Call Center Server 5.0. Nortel recommends that you upgrade Symposium Call Center Server 4.2 to Symposium Call Center 5.0 before you install or upgrade to Contact Center Manager Administration 6.0 if the Symposium Web Client is administering multiple Symposium Call Center Servers. Contact Center Manager
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NCC is not compatible with Symposium Call Center Server 4.2, but is compatible with Symposium Call Center Server 5.0. Nortel recommends that you upgrade Symposium Call Center Server 4.2 to Symposium Call Center Server 5.0 before you upgrade NCC 5.0 to NCC 6.0. Upgrade the NCC 5.0 to NCC 6.0 before you upgrade any servers to Contact Center Manager Server 6.0 because NCC 5.0 is not compatible with Contact Center Manager Server 6.0.
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Configure the communications database On the NCC, you must configure the communications database. The communications database lists all servers in the network, their IP addresses, and their status. The NCC distributes the database to all servers in the network to enable communication and NSBR among multiple sites. All servers in the network must run Symposium Call Center Server 5.0 or Contact Center Manager Server 6.0. All site names and CLAN IP addresses must be unique.
Starting the Nbconfig utility 1
On the NCC, from the Windows Start menu, choose Run.
2
In the Open box, type nbconfig –admin.
3
Click OK. Result: The Nbconfig dialog box appears.
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Adding a server 1
Click the Site Table tab. Result: The Site Table page appears.
Do not select the Force Synchronization check box. When you force synchronization, you force each site in the network to request address table information from every other site in the network. This can result in unnecessary use of network bandwidth. (Normally, servers request address table updates only when the NCC notifies them that the site list changed.) Use the Force Synchronization option if information at a site is not updated. 2
Click Add. Result: The Add Site dialog box appears.
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3
In the CLAN IP Address box, enter the CLAN IP address of the server.
ATTENTION 4
Standard 7.03
Each server must have a unique CLAN IP address.
Click OK. Result: The server is added to the list in the site table.
5
Repeat steps 2 to 4 for each server in your network. To save time and system resources, make all changes before you click Verify.
6
After you add all of the servers, click Verify. This verifies the connection to the nodal servers.
7
If all the site names are correct, click Apply to update the database and synchronize the site table. Result: The Flags column shows the progress of synchronization. Click Refresh to update the status of the flags. Synchronization is complete when an N appears in the Flags column beside the NCC, and an S appears beside each server.
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Nbconfig flags The Flags column in the site table can contain the following values:
8
N—Network Control Center (NCC)
S—Server
T—NCC is transferring information to the server
G—NCC is getting information from the server
D—Deleting site
C—Changing site information
Click the Address Table tab. Result: The communication addresses of the new servers appear on the Address Table page. You can also use the Nbconfig utility to verify the configuration of the communications database at each server and ensure that each site has valid IP addresses.
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Upgrade Release 4.x skillsets After you upgrade all of the servers in your network to Symposium Call Center Server Release 5.0, you can upgrade your network skillsets to Release 5.0, and then configure them for Longest Idle Agent or Average Speed of Answer routing.
Upgrading Release 4.x skillsets 1
On the NCC server, open an MS-DOS window. Type D:\Nortel\iccm\bin at the command prompt, and then press Enter. Result: D:\Nortel\iccm\bin becomes the current directory.
2
Type ninoam_promote -admin, and then press Enter. Result: The utility converts all Release 4.x network skillsets to Release 5.0 and displays the message “Database Update Successful.”
3
To verify that the procedure was successful, perform these steps: a. In Symposium Web Client, on the system tree, open NCC > Network Skillsets. Verify that the Networking Method field is editable. b. Check the file d:\nortel\iccm\bin\ncclog to verify that the promote command executed successfully and that the database was updated.
In Contact Center Manager Server Release 6.0, utility errors and events are captured in the new SkillsetPromoteLog.txt log file. You can view this file at d:\nortel\iccm\data. If the network contains any Release 4.x sites, the following message appears: “Unable to complete update. Not supported for mixed node networks.” If one or more sites is not up, if the NDLOAM service is not running at one or more sites, or if there are delays in network communications, the following message appears: “Some sites did not acknowledge the notification.” The NCC resends the information when the sites become available.
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Migrate filters In the Historical Reporting component of Contact Center Manager Administration, users can specify the applications, DNISs, routes, and skillsets that they want to see in both standard and private network-consolidated historical reports by creating filters. Users can choose from among those items included in the partitions assigned to them. They can select multiple resource items across multiple sites in the network and save them in one filter. When these users connect to an NCC and open a network-consolidated report, the Selection Criteria area includes a list of the available network sites and any available filters that they defined and saved. This option is available to users only if you assign a partition to them. Users who do not have partitions cannot create filters in Historical Reporting. You can use the Contact Center Manager Administration filters importing utility to import filters into Contact Center Manager Administration that were created and saved in the Symposium Call Center Server Classic Client. While each of the Classic Client filters contains only one type of data—either skillsets, applications, route numbers, route names, DNIS numbers, or DNIS names— after you import theses filters, you can add different types of data to them by using the filters tabs in Historical Reporting.
Before you begin Before you migrate filters, you must:
Define all the data elements included in the filter in the partitions assigned to the users who use the filter. You cannot import a filter and then add its data elements to the user’s partition. Users cannot access filter data elements that are not in their partitions at the time of the importation. Assign users an access class that contains at least Read Only access to all the elements in the filter (in other words, access to DNISs, routes, CDNs, or scripts, or all of these, if applicable).
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Limitations The following limitations and conditions apply when you use the filters importing utility:
When you import filters, they are available to all users who have the appropriate access classes and partitions assigned to them. You cannot import filters for specific users. You cannot import filters with names that contain special characters. You cannot import filters with names that are the same as existing Contact Center Manager Administration filters.
Importing filters into Contact Center Manager Administration 1
On the Network Control Center server, browse to the following folder: D:\Nortel\FilterSets
2
In this folder, copy RptSets.mdb.
3
On the application server, paste this file into the location of your choice.
4
On the application server, browse to the following folder: C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\dll\ where C is the drive on which you installed Contact Center Manager Administration.
5
In this folder, double-click RptSets.exe. Result: The RptSets dialog box appears.
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6
In the Path to NCC Database box, type the path to the RptSets.mdb file that you copied to the application server in step 3 (or click Browse to locate this file).
7
Click Save Data. Result: After the utility retrieves filter data from the database file, the utility creates the filters in Contact Center Manager Administration. After the utility creates the filter in Contact Center Manager Administration, a message appears in the RptSets dialog box, as shown in the following graphic:
8
Click Close.
When users open the filters component of Historical Reporting, the filters that you imported appear in the tree in the left pane. Users can click a filter name to view and edit the filter. For information about working with filters, see the Contact Center Manager Administration online Help.
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NCC Administration In this chapter Overview
70
Section A: Site management
71
Section B: Network skillset management
87
Section C: Routing tables and routing table assignments
97
Section D: Historical statistics collection
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Overview At the Network Control Center (NCC), you create and maintain the following elements to ensure effective Network Skill-Based Routing:
sites
network skillsets
routing tables
routing table assignments
In addition, you configure the number of days that the NCC stores network callby-call statistics. This chapter explains how to perform these tasks at the NCC.
Historical reporting ATTENTION
The NCC administrator must understand how changes made at the NCC affect other sites in the network. The NCC administrator must plan changes with, and communicate them to, administrators of other servers in the network.
By connecting to the NCC, you can generate a number of consolidated reports to help monitor call traffic within the network. You can also generate network callby-call reports. For more information about these reports, see the Historical Reporting and Data Dictionary. To find out how to generate reports, see the Contact Center Manager Administration Supervisor’s Guide.
Real-time monitoring You can also view a number of consolidated real-time displays while you are connected to the NCC. For detailed instructions, see the Contact Center Manager Administration Supervisor’s Guide.
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Section A: Site management
In this section Overview of sites
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Time zone conversion
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Add a site
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To change to daylight saving time
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To delete a site from the network
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To synchronize sites
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Overview of sites Each site is a location in the network with a telephony switch and Contact Center Manager Server. You must configure the Network Control Center (NCC) server with information about all sites participating in the network. The NCC uses this information to communicate with the servers and to enable the servers to communicate with each other. You configure sites at the NCC. The NCC then sends the site information to each server in the network.
Site synchronization When the NCC comes up, it sends site information to each connected server. Occasionally, servers go down or become inaccessible to the NCC. When this occurs, the following message box can appear:
When communication between the server and the NCC is reestablished, the NCC resends site information to the server. You can also manually send site information to the servers in the network (see “To synchronize sites” on page 84).
How the NCC uses the site information The NCC uses the configured list of sites to perform the following tasks:
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Validate a site when it attempts to initiate communication with the NCC.
Distribute configuration information to sites. Contact Center Manager
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Provide site information (including time zone) to connected client PCs that generate consolidated or network call-by-call reports.
How each server uses the site information Each server in the Contact Center Manager network uses the site list to perform the following tasks:
Assign the network communication parameters (for example, the dialable DN and Agent Reserve Timer). Communicate with other servers to reserve agents at those servers.
For more information about administering servers, see Chapter 6, “Administering servers.”
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Time zone conversion If your sites are in different time zones, you can use time zone conversion to help clarify information about consolidated and network call-by-call reports. This feature works differently for these two types of reports. Ensure that the Windows Date and Time settings are correct at each site. Restart Contact Center Manager Server at each site after a time zone change. Consolidated and network call-by-call reports are available from the NCC only.
Network call-by-call reports Network call-by-call reports provide information about events for a call that is routed to the network. To understand how time zone conversion works for the network call-by-call reports, consider the following illustration. It shows a call arriving at Head office at 8:00 a.m. local time (1:00 p.m. GMT). Head office routes the call to the Sales office, where local time is 6:00 p.m.
Call arrives Head office 8:00 a.m.
Call networked out
Sales office (6:00 p.m.)
GMT = 1:00 p.m.
G101337
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Without configuring time zone relative to GMT (in the Site Properties window) If you do not configure the time zone relative to GMT, the network call-by-call report contains the following information about the call: Time
Server
Event
08:00:00 a.m.
Head office
Local Call Arrived
08:00:14 a.m.
Head office
Local Call Networked Out
08:00:27 a.m.
Head office
Network Out Call Answered
06:00:27 p.m.
Sales office
Network In Call Arrived
06:00:27 p.m.
Sales office
Network In Call Answered
This can make tracing call activity across the two time zones difficult. With time zone relative to GMT configured correctly If you configure the time zone relative to GMT correctly for each site (in the Site Properties window), time zone conversion occurs automatically. All times are converted to the source site time: Time
Server
Event
08:00:00 a.m.
Head office
Local Call Arrived
08:00:14 a.m.
Head office
Local Call Networked Out
08:00:27 a.m.
Head office
Network Out Call Answered
08:00:27 a.m.
Sales office
Network In Call Arrived
08:00:27 a.m.
Sales office
Network In Call Answered
For network call-by-call reports, the destination site converts times to the source site time zone before sending events to the NCC.
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Consolidated reports Consolidated reports can provide information for all the sites participating in the network. When you create a consolidated report, you specify the period to include in the report, and you choose whether to use time zone conversion. Without time zone conversion Without time zone conversion, a consolidated report contains information for the same hours (for example, from 12:00 p.m. to 1:00 p.m.) at all sites. For example, if you want to see lunchtime call activity at all of your sites, enter a start time of 12:00 p.m. and an end time of 1:00 p.m. (Do not choose the time zone conversion option.) The report shows activity at each site in the network between 12:00 p.m. and 1:00 p.m., local time. With time zone conversion With time zone conversion on a consolidated report, you can view call activity for the same period, specified in the time zone of the NCC. For example, if you want to interpret the impact of a simultaneous, live broadcast of a new commercial on sales activity throughout the network, use time zone conversion. If the commercial airs at 8:00 p.m., NCC time, enter a start time of 8:00 p.m. and an end time of 9:00 p.m., and select the time zone conversion option. The time is converted to local time for each site. When you select a site for a report, the time difference between the NCC and the site is calculated and saved in the report database on the client PC. If the time difference between the NCC and the site changes (for example, if one location changes to daylight saving time and the other does not), you must deselect and select the sites again to recalculate the time difference.
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Add a site A site is a location in the network with a telephony switch and a server in Contact Center Manager Server. You must configure the NCC with information about each site in the network so that it can communicate with the network servers and enable the servers to communicate with each other. Make sure that each site is correctly configured before you continue to add the next site. The sites that you can add in this window are those that you configured using the Nbconfig utility when setting up the communications database on the NCC. To add a site that is not listed, you must first add it to the site table using this utility (see “Configure the communications database” on page 60). You can add up to 30 sites.
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Adding a site from the NCC 1
In Contact Center Manager Administration, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server.
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Select the Sites folder. Result: The Sites window appears.
The CDN Landing Pad and DNIS Landing Pad columns appear only if Universal Networking is enabled on the NCC and at least one site. If Universal Networking is not enabled on a site, the CDN Landing Pad and DNIS Landing Pad check boxes are disabled. 3
Click Add Site. Result: The Add Site window appears.
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Type the name of the site that you want to add exactly as it appears in the Nbconfig utility.
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Click OK. Result: The site name appears in the Site Name box. Wait (at least 5 minutes) for confirmation that the site is up.
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Click Refresh Status.
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The CDN (Route Point) Landing Pad check box, DNIS Landing Pad check box, and Target Node Count box are all read-only when adding the site for the first time. Click Refresh Status to modify these boxes. 7
In the Contact Person box, type the name of the person to contact if problems with the site occur.
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In the Contact Number box, type the phone number where the contact person can be reached at the site.
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In the Comment box, type any additional information about the contact person.
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In the Filter Timer box, type the amount of time to filter the site from the routing tables if it cannot be reached.
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From the Relative to GMT list, select the time difference (in hours) between GMT and the time zone in which the site is located. This information is used for time zone conversion and consolidated reports.
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To use CDN (Route Point) Landing Pads (for Universal Networking) for this site, select the CDN (Route Point) Landing Pad check box. This check box is available only if Universal Networking is enabled. If Universal Networking is enabled, you must add a CDN (Route Point) Landing Pad or a DNIS Landing Pad. Optionally, you can add both.
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To use DNIS Landing Pads (for Universal Networking) for this site, select the DNIS Landing Pad check box. This check box is available only if Universal Networking is enabled.
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In the Target Node Count box, type the number of target nodes to which the source node sends a Network Agent Request (NAR). You can type digits from 3 to 20. When you add a site for the first time, this box is read-only and defaults to the value 3. After you add the site, you can return to this box and change this value to the desired number.
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Click another row of the table to submit the site information.
After you finish After you define your sites, create the network skillsets (see “Add a network skillset” on page 94).
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To change to daylight saving time If sites in the network change to or from daylight saving time at different times, you must adjust the Relative to GMT box for those sites. By doing so, you maintain the correct relative time difference between servers. For example, a company has two sites: Head office (at GMT–5) and Sales office (at GMT+5). Head office changes to daylight saving time seven days before Sales office, and Sales office changes to daylight saving time seven days before GMT. Time zone conversion does not operate correctly unless you adjust the Relative to GMT box. The following table shows the adjustments made for this example. Time Zone Relative to GMT
Head office
Sales office
original value
-5
+5
when Head office changes to daylight saving time
-4
+5
when Sales office changes to daylight saving time
-5
+5
It is important that the relative time between servers is accurate. Similarly, when the sites change back from daylight saving time, you must adjust their relative times. If the time at the NCC changes, then you must select the sites currently selected for reports again to ensure that the time difference is calculated correctly.
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Changing the relative time 1
In Contact Center Manager Administration, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server.
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Select the Sites folder. Result: The Sites window appears.
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In the row for the site for which you want to change the relative time (the site that is changing to or from daylight saving time), click in the Relative to GMT field, and adjust the value to reflect the change.
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Click another row of the table to save the change.
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To delete a site from the network You may need to remove a server from your network. To prevent calls from being routed to that server, you must delete the corresponding site from the NCC.
Before you begin Remove the site from all routing tables and routing table assignments in which it is referenced (see “Deleting a site from the routing table” on page 107 and “To change the routing table for an assignment” on page 106). Ensure that no network incoming calls are queued to the site.
Deleting a site 1
In Contact Center Manager Administration, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server.
2
Select the Sites folder. Result: The Sites window appears.
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In the table, select the row containing the site that you want to delete.
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Click Delete. Result: The following warning message appears: “Are you sure you want to delete <sitename>? If you plan on adding the site back again, you will need to configure the Network Communication Parameters and the network attributes for the Network Skillsets (e.g. Local Node Inclusion) again.”
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Click Yes to delete the site. The site is not completely deleted until you delete it through the Nbconfig utility.
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On the NCC, from the Windows Start menu, choose Run.
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In the Open box, type nbconfig –admin.
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Click OK. Result: The Nbconfig window appears.
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Click the Site Table tab. Result: The Site Table tab appears.
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In the Site list, select the site that you want to delete.
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Click Remove.
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Click Verify.
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Click Apply. If you click Apply without clicking Verify first, a message appears stating that you must click Verify first.
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To synchronize sites The NCC shares information with each Contact Center Manager Server in the network. This information includes
sites in the network
network skillsets
routing tables
The NCC propagates this information to all sites in the network at the following times:
when it restarts after recovering from a network error (for example, if the connection to a specific site was previously unavailable) when you manually synchronize sites
When to manually synchronize sites Normally, you do not need to synchronize sites manually. However, if the routing tables at the server do not match the routing tables at the NCC, you can force a manual synchronization rather than waiting for the NCC to propagate the changes across the network.
Manually synchronizing a site 1
In Contact Center Manager Administration, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server. Result: The server expands to reveal a series of headings.
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Select the Sites folder. Result: The Sites window appears.
The Sync Site button is disabled if Switch Type is Pending. 3
In the table, select the row containing the site that you want to synchronize.
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Below the table, click Sync Site. Result: A confirmation window appears
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Click Yes. Result: The NCC sends information to the selected site. A message appears in the message pane indicating if the synchronization was successful. The message is also logged in the Audit Trail window.
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Section B: Network skillset management
In this section Overview of network skillsets
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Add a network skillset
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To delete a network skillset
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Overview of network skillsets A skillset is a group of capabilities or the knowledge necessary to answer a specific type of call. Skillsets are the basic building blocks of skill-based routing. They help contact centers to match callers with the agents who can best meet their needs. A network skillset is a skillset that is common to all Contact Center Manager Servers in a network. When a script queues a call to a network skillset, that call can be routed to any server on the network (including, optionally, the local server).
Creation and propagation of network skillsets The NCC administrator defines network skillsets on the NCC. The NCC distributes the list of network skillsets to the servers in the network. If a matching local skillset does not exist, then the server creates a new network skillset, and the administrator must assign agents to this new skillset. If a server already has a local skillset with the same name as the new network skillset, then the server converts that local skillset to a network skillset. (Agents assigned to the local skillset remain assigned to the new network skillset of the same name.) Now other sites can queue calls to the skillset. However, scripts are not automatically updated to route calls to the network. Calls routed to the network skillset continue to be queued locally. To route calls to other sites, administrators must add the script command Queue To Network Skillset. For more information about using network skillsets in scripts, see the Nortel Contact Center Manager Scripting Guide for Communication Server 1000/ Meridian 1 PBX or the Nortel Contact Center Manager Scripting Guide for Communication Server 2X00/DMS. ATTENTION
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The NCC administrator must plan changes with, and communicate them to, administrators of other servers in the network.
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Resynchronization of network skillsets When the NCC comes up, it sends the list of network skillsets to each connected server. Occasionally, a server goes down or becomes inaccessible to the NCC. When communication between the server and the NCC is reestablished, the NCC resends the list of network skillsets to the server.
Deletion of network skillsets When an administrator at the NCC deletes a skillset on the NCC, that skillset is no longer on the list distributed by the NCC. When a server receives the list, it detects that the network skillset is deleted. It converts the local copy of the network skillset to a local skillset. The server administrator must update the scripts so that they no longer refer to the network skillset. If the network skillset is deleted and a call is queued to that network skillset only, the Queue To Network Skillset command fails. Unless the script queues the call to other available skillsets, the call is queued to the default skillset and receives default treatment. For more information about using network skillsets in scripts, see the Nortel Contact Center Manager Scripting Guide for Communication Server 1000/Meridian 1 PBX or the Nortel Contact Center Manager Scripting Guide for Communication Server 2X00/DMS.
Routing tables A routing table defines how a call for a particular skillset is queued to network sites. Each site has a routing table for each network skillset at that site (see “Overview of routing tables and routing table assignments” on page 98). If a site is filtered, the site is removed from the routing table for a skillset until the Filter Timer period passes. If all sites are filtered from a routing table, calls normally networked out for that skillset are defaulted, according to treatment defined in the script logic.
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The following illustration shows the routing tables for the BestAir Toronto and Boston servers.
Toronto
Vacations European Bookings Boston Dallas San Francisco
Boston
Vacations European Bookings Dallas San Francisco Toronto
The Toronto server has routing tables for the Bookings, European, and Vacations skillsets. The routing table for the Bookings skillset contains the Boston, Dallas, and San Francisco servers. When you create a network skillset, you choose the routing table type and the agent reservation method for that skillset.
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Routing method If the Target Node Count (the number of sites to which a call is queued) is less than the number of sites in the routing table, one of the following routing table types is used. Type
Description
Round robin The server queues the first call to the first n sites in the routing table for the network skillset, where n is the Target Node Count for the remote site, as defined in the Sites window on the NCC. (The maximum number of sites is 20.) When an agent becomes available at one of these sites, the server reserves the agent, and the call is presented to the agent.
Advantage
This type of routing table distributes calls most evenly among the sites.
When the second call arrives, the server queues it to the second site, the third site (and so on). When the third call arrives, the server queues it to the third site, the fourth site (and so on). Sequential
Whenever a call arrives, the server queues it to the first n sites in the routing table for the network skillset, where n is the Target Node Count for the remote site, as defined in the Sites window on the NCC. (The maximum number of sites is 20.) When an agent becomes available at one of these sites, the server reserves the agent, and the call is presented to the agent.
This type of routing table minimizes the number of trunks used to network calls.
When the second call arrives, the server queues it again to the first n sites in the routing table for the network skillset. The server varies the order of the n sites each time it queues a call. For a virtual contact center, the Target Node Count must be equal to the number of sites in the routing table. Load balancing depends on the agent reservation method configured for the network skillset.
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Networking method Your server can use one of the following methods to choose the destination site for an outbound networked call. Type
Description
Advantage
First Back
The server routes the call to the first site responding with an agent reservation indication.
This method minimizes the time to answer for network calls.
Longest Idle The server waits a configurable amount of time to Agent receive agent reservation indications from the destination nodes. During this time, the server compares agent priority and agent idle time for the available agents, as specified in the agent reservation indications. The server then routes the call to the site with the agent who has the highest priority for the skillset. If more than one agent has the same priority, it routes the call to the site with the agent who has the longest idle time. Average Speed of Answer
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This method helps distribute call load among all the agents in the network.
The server waits a configurable amount of time to This method helps receive agent reservation indications from the route calls to the most destination nodes. During this time, the server efficient site. compares the agent priority and the average speed of answer, as specified in the agent reservation notifications. The server then routes the call to the site with the agent who has the highest priority for the skillset. If more than one agent has the same priority, it routes the call to the site with the lowest average speed of answer for the network skillset.
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To use network skillsets in scripts In your scripts, you can queue a call to a network skillset. To queue a call to a network skillset, include the Queue To Network Skillset
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Add a network skillset You must create network skillsets on the NCC.
Example The network administrator creates a new skillset named Sales on the NCC. The NCC propagates this new skillset to the Toronto server. The Toronto server already has a skillset named Sales, with assigned agents. The server changes the skillset from a local skillset to a network skillset. Agents assigned to that skillset continue to belong to the skillset, but they can now answer calls from other sites. The Queue To Skillset script command continues to work; however, it queues calls locally only. To queue calls to other sites, you must use the Queue To Network Skillset command.
Assigning agents to network skillsets The process for assigning agents to network skillsets is the same as the process for assigning agents to local skillsets. The server administrator of each server in the network must perform this task at the server.
Adding a network skillset 1
In Contact Center Manager Administration, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server.
2
Select the Network Skillsets folder. Result: The Network Skillsets window appears.
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In the Network Skillset Name box, type the name of the network skillset. Network skillset names must be unique. You cannot change the name of a network skillset. To change a skillset name, you must delete the skillset, and then add it again.
4
In the Comment box, type any additional information about the network skillset. This field is optional.
5
From the Routing Method list, select the type of routing table to use for this skillset—round robin or sequential. For more information, see “Routing tables” on page 89.
6
For Networking Method, select one of the following options:
First Back—The server routes network calls to the first responding site.
Longest Idle Agent—The server waits up to the configurable amount of time for sites to respond and then routes calls to the site with the highest priority agent and the longest idle time.
Average Speed of Answer—The server waits up to the configurable amount of time for sites to respond and then routes calls to the site with the highest priority agent and the lowest average speed of answer for the skillset.
For more information, see “Networking method” on page 92. 7
Click another row of the table to save the new network skillset.
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To delete a network skillset You delete network skillsets at the NCC. After you delete a skillset, the skillset is no longer on the list distributed by the NCC. When a server receives the list, it detects that the network skillset is deleted. It converts the local copy of the skillset to a local skillset.
Before you begin Remove the network skillset from all routing tables or routing table assignments in which it is referenced (see “Overview of routing tables and routing table assignments” on page 98 and “To change the routing table for an assignment” on page 106).
Deleting a network skillset 1
In Contact Center Manager Administration, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server.
2
Select the Network Skillsets folder. Result: The Network Skillsets window appears.
3
In the table, select the row containing the network skillset that you want to delete.
4
Press Delete. Result: A message box appears asking you to confirm your choice.
5
Click Yes to delete the network skillset.
After you finish The administrator of each server must update the scripts so that they no longer refer to the deleted network skillset. If the server administrators fail to update the scripts, then a script can contain a Queue To Network Skillset command that queues a call to a deleted network skillset. This command fails. 96
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Section C: Routing tables and routing table assignments
In this section Overview of routing tables and routing table assignments
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To configure a routing table
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To configure a routing table assignment
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To change the routing table for an assignment
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Overview of routing tables and routing table assignments When you configure a site, you define a routing table for each network skillset at that site. A routing table defines the sites to which scripts using network skillsets route calls. Once you create a routing table, you can:
add sites to the routing table
remove sites from the routing table
change the order of the sites in the routing table
When you need to change a routing table, you can change it manually (see “To configure a routing table assignment” on page 102). However, if you need to change a routing table regularly—for example, as sites in different time zones become or cease to be available during regular business hours—you can set up routing table assignments, and then schedule these assignments to occur at the required time. For more information about routing, see “Routing tables” on page 89. Example BestAir has offices in Toronto and San Francisco. The Toronto office is open from 8:00 a.m. to 5:00 p.m., Eastern Standard Time (EST). The San Francisco office is open from 9:00 a.m. to 6:00 p.m., Pacific Standard Time (PST). The NCC administrator can create routing table assignments to route calls as follows:
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If a call arrives at Toronto between 5:00 p.m. and 9:00 p.m. EST (that is, after business hours), the Toronto server routes it to San Francisco. If the San Francisco server receives a call between 5:00 a.m. and 9:00 a.m. PST (that is, before business hours), it routes the call to Toronto.
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To configure a routing table Before you define routing tables, you must add network skillsets. See “Add a network skillset” on page 94.
Configuring a routing table 1
In Contact Center Manager Administration, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server.
2
Select the Sites folder. Result: The Sites window appears.
3
From the table in the Sites window, select the site that you want to configure. Result: The routing table properties for the selected site appear in the Routing Table section.
4
In the Network Skillsets table, select the skillset that you want to configure.
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In the Network Sites table, select the check box for each site to which you want to route calls for this skillset. Result: A ranking number appears beside the site names to indicate the routing order. You can add up to 20 sites to a routing table.
6
To arrange the routing order, select a site, and then click the up and down Rank arrows.
7
After you arrange all the sites that you want to include in the routing table for this skillset, select the next skillset that you want to configure.
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Follow steps 4 to 7 for each skillset that you want to include in the routing table.
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Click Submit to activate the routing table for this site immediately.
10
To save the routing table as an assignment, click the black triangle beside the Save/Schedule Routing Table Assignments heading (go to step 11 on page 104).
Adding a site to a routing table To replace one site with another in the routing table, you must first delete the original site, and then add the new site. 1
In the Network Skillsets box, select the network skillset whose routing table you want to change.
2
In the Network Sites table, select the check box for each site that you want to add. You can add up to 20 sites to a routing table.
3
Click Submit to activate the updated routing table.
Deleting a site from a routing table
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1
In the Network Skillsets box, select the network skillset whose routing table you want to change.
2
In the Network Sites table, clear the check box beside the sites that you want to remove.
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Click Submit to activate the updated routing table.
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Changing the routing order 1
In the Network Skillsets box, select the network skillset whose routing table you want to change.
2
In the Network Sites table, select the site that you want to move.
3
Click the Rank up and down arrows until the site is in the desired location.
4
Click Submit to activate the updated routing table.
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To configure a routing table assignment To create a routing table assignment, you can create a new routing table assignment or use another assignment as a template to create the routing table assignment. Each assignment applies only to the site for which it is defined. ATTENTION
If you create an assignment from the NCC using a client, you must select all network skillsets for the source site and reconfigure the routing tables. If you do not select a network skillset that is supported by the source site, when you run the table routing assignment, the Site properties routing table is overwritten with a blank routing table.
Configuring a routing table and routing table assignment 1
In Contact Center Manager Administration, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server.
2
Select the Sites folder. Result: The Sites window appears.
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From the table in the Sites window, select the site to configure. Result: The routing table properties of the site appear in the Routing Table section.
The CDN Landing Pad and DNIS Landing Pad columns appear only if Universal Networking is enabled on the NCC and at least one site. If Universal Networking is not enabled on a site, the CDN Landing Pad and DNIS Landing Pad check boxes are disabled. 4
In the Network Skillsets table, click the skillset to configure.
5
In the Network Sites table, select the check box beside each site to which to route calls for this skillset. Result: A ranking number appears beside the site name to indicate the routing order. You can add up to 20 sites to a routing table.
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To arrange the routing order, select a site, and then click the up and down Rank arrows.
7
After you arrange all the sites to include in the routing table for this skillset, click the next skillset to configure.
8
Repeat steps 4 to 7 for each skillset that you want to include in the routing table.
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9
Click Submit to activate the routing table for this site immediately.
10
To create a routing table assignment, click the black triangle beside the Save/Schedule Routing Table Assignments heading.
11
In the Save Assignment as box, type the name of the assignment.
12
In the Comment box, type any additional information about the assignment.
13
To save the routing table assignment, go to step 18. OR To schedule the assignment to run at a future time, from the Schedule Task list, select the type of schedule that you want to create. You can choose from Specific date, Daily, Weekly, and Monthly.
14
From the Start Time list, select the time when you want the schedule to begin. ATTENTION
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The time values represent the application server time, not the client time. If your application server is in a different time zone than the client from which you are scheduling the assignment, you must take into account the time difference. To view the current application server time, click Update beside the Application Server Time box. The schedule that you define must be based on this application server time.
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In the Start Date box, click the button to view a calendar.
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In the calendar, click the date when you want the schedule to begin.
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Based on the schedule type (that is, daily, weekly, or monthly), select the days and months when you want the assignment to occur.
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Click Save Assignment to save the assignment. Result: A message box asks if you want to create a reset assignment (see “Reset assignments” on page 105).
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Click Yes to create the reset assignment OR Click No if you do not want to create a reset assignment. Result: The assignment appears in the system tree under the Assignments folder.
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Click Schedule to make the assignment effective.
Reset assignments When you create a routing table assignment, you can create a reset assignment. A reset assignment is a record of the original data that existed at the time when you created the assignment. You can change and run the assignment as many times as you require, and then you can return the routing table to its original state by using the reset assignment. The reset assignment is automatically named
When you delete the original assignment, the system deletes the corresponding reset assignment.
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To change the routing table for an assignment You can change your routing tables by adding or removing sites, or by changing the order of the sites.
Adding a site to the routing table 1
In Contact Center Manager Administration, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server.
2
Select the Sites folder. Result: The Sites folder opens and the Assignments folder appears.
3
Select the Assignments folder. Result: The list of assignments appears.
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Click the assignment that you want to change. Result: The Routing Table Assignment window appears.
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In the Network Skillsets box, click the network skillset for which you want to add a site to the routing table. Contact Center Manager
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In the Network Sites table, select the check box beside each site to which you want to route calls for this skillset. Result: A ranking number appears beside the site name to indicate the routing order. You can add up to 20 sites to a routing table.
7
To arrange the routing order, select a site, and then click the up and down Rank arrows.
8
After you arrange all the sites that you want to include in the routing table for this skillset, click the next skillset that you want to configure. Repeat steps 6 to 7 for each skillset that you want to configure. The routing table for each network skillset can contain up to 20 sites. However, the Target Node Count for each server determines the number of sites to which that server queues network calls. For example, if the routing table for Bookings contains 10 sites, but the Target Node Count for your server is 5, calls to the Bookings skillset are queued to only 5 sites. To replace one site with another, you must first delete the original site, and then add the new site.
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To save the routing table assignment, click Save Assignment.
Deleting a site from the routing table 1
In Contact Center Manager Administration, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server.
2
Select the Sites folder. Result: The Sites folder opens and the Assignments folder appears.
3
Select the Assignments folder. Result: The list of assignments appears.
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Click the assignment that you want to change. Result: The Routing Table Assignment window appears.
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In the Network Skillsets box, click the network skillset for which you want to delete a site from the routing table.
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In the Network Sites table, clear the check box beside each site that you want to delete from the routing table.
7
To save the routing table assignment, click Save Assignment. If the list of selected sites is empty, then calls for the skillset are not routed to remote sites after the assignment is run.
Moving a site in the routing table 1
In Contact Center Manager Administration, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server.
2
Select the Sites folder. Result: The Sites folder opens and the Assignments folder appears.
3
Select the Assignments folder. Result: The list of assignments appears.
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Click the assignment that you want to change. Result: The Routing Table Assignment window appears.
5
In the Network Skillsets box, click the network skillset for which you want to change the routing table.
6
In the Network Sites table, select the site that you want to move.
7
If you want to move the site up in the routing table, click the up arrow. If you want to move the site down in the routing table, click the down arrow.
8
To save the routing table assignment, click Save Assignment.
Changing the schedule for the routing table assignment 1
In Contact Center Manager Administration, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server.
2
Select the Sites folder. Result: The Sites folder opens and the Assignments folder appears.
3
Select the Assignments folder. Result: The list of assignments appears.
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Click the assignment that you want to change. Result: The Routing Table Assignment window appears.
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From the Schedule Task list, select the type of schedule that you want to create. You can choose from Specific date, Daily, Weekly, and Monthly.
6
From the Start Time list, select the time when you want the schedule to begin. ATTENTION
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The time values represent the application server time, not the client time. If your application server is in a different time zone than the client from which you are scheduling the assignment, you must take into account the time difference. To view the current application server time, click Update beside the Application Server Time box. The schedule that you define must be based on this application server time.
7
In the Start Date box, click the drop-down button to view a calendar.
8
In the calendar, click the date when you want the schedule to begin.
9
Based on the schedule type (that is, daily, weekly, or monthly), select the days and months when you want the assignment to occur.
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Click Save Assignment to save the routing table assignment,.
11
Click Schedule to activate the assignment.
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To delete an assignment Before you delete an assignment, ensure that the assignment is not scheduled.
Deleting an assignment 1
In Contact Center Manager Administration, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server. Result: The server expands.
2
Select the Sites folder. Result: The Sites folder opens, and the Assignments folder appears.
3
Select the Assignments folder. Result: The list of assignments appears.
4
Click the assignment that you want to delete.
5
Click Delete Assignment. Result: A message box appears asking you to confirm your choice.
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Click Yes to delete the assignment.
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Section D: Historical statistics collection
In this section Overview of historical statistics collection
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Configuration of historical statistics collection
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Overview of historical statistics collection You can choose how long to store network call-by-call statistics at the Network Control Center (NCC). Your configuration determines
the period for which network call-by-call statistics reports can be generated. For example, if you store network call-by-call statistics for two days, you cannot generate a network call-by-call report for three days ago. the amount of disk space required on the NCC.
Network call-by-call statistics Network call-by-call statistics are statistics that record everything that happens to a call that is routed to the network. For example, network call-by-call statistics record
calls abandoned at the destination.
wait time at the destination.
calls answered at the destination.
Collection of network call-by-call statistics At each site in the network, the administrator can choose the applications for which network call-by-call statistics are collected. For example, the administrator at BestAir Toronto can choose to collect network call-by-call statistics for the Master_Script application. If the administrator chooses this option, all other sites in the network begin collecting network call-by-call information for all calls networked out from Toronto by that application. Sites begin to collect statistics when the Toronto server notifies them that network call-by-call statistics collection is enabled. It can take several minutes for this information to be propagated to all servers in the network.
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Storage of network call-by-call statistics The servers accumulate the statistics and send them to the NCC every 15 minutes using the Nortel server subnet. The NCC stores the statistics for a configurable period. ATTENTION
If the NCC is not accessible, network call-by-call data is stored at the source server until the NCC becomes available again. If the source server runs out of disk space before the NCC becomes available, it begins to overwrite the oldest network call-by-call data files with the new files.
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Configuration of historical statistics collection Follow this procedure to specify how long network call-by-call statistics are stored on the NCC.
Configuring historical statistics collection on the NCC 1
In Contact Center Manager Administration, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server.
2
Click the Network Historical Statistics folder. Result: The Networking Historical Statistics window appears.
3
In the Keep Network Call-by-Call data for box, specify the number of days you want to store call-by-call statistics on the NCC. ATTENTION
This value should match the value configured in the Historical Statistics Configuration window on each server. For example, consider what happens if you retain network call-by-call statistics for three days, but you retain call-by-call statistics for two days at each site. When you generate a network call-by-call report for three days ago, the report contains information about events occurring at the destination site, but it does not contain information about events occurring at the source site.
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In the Network call rate box, estimate the average number of calls networked out (routed from one site to another) per hour.
5
Click Submit. Result: The system calculates the amount of disk space required for the call-by-call database under your configuration. It displays this amount in the Required box. The available disk space appears in the Actual box.
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Chapter 6
Administering servers In this chapter Overview
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To configure MCDN network CDNs
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To configure DNIS Network CDNs
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To configure Landing Pads for Universal Networking
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To configure network communication parameters
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To configure network skillset properties
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To monitor and stop filtering
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Overview To set up Network Skill-Based Routing on your Contact Center Manager network, you must configure each of the servers in your network. At each server, configure:
an MCDN network CDN on which incoming network calls are received (if Universal Networking is not applicable)
Landing Pads (if Universal Networking is applicable)
communication parameters
network skillsets
After you configure your servers, monitor them regularly to make sure that they are communicating properly.
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To configure MCDN network CDNs On each server in the network, you must configure the MCDN network CDN on which incoming network calls are received when using MCDN NSBR. ATTENTION
Use the MCDN network CDN for incoming network calls only. To check whether local calls are arriving on an MCDN network CDN, use the Network Call intrinsic, and then give the local call a special treatment, such as a RAN route that gives the number to dial for local calls. For more information, refer to the Scripting Guide.
Multiple MCDN network CDNs You can configure multiple MCDN network CDNs for the following reasons:
to enable agents to identify the source site from the phoneset display. For example, if all calls from Boston come in on the MCDN network CDN 555-7777, then when this number appears in the phoneset display, the agent knows that the call was sent from Boston. This information can help the agent determine how to respond to the caller. For information about configuring phoneset displays, see the Contact Center Manager Administration online help. to generate CDN statistics on a per-site basis. You can use network reports to view which source sites are networking calls in to your site. to set up different treatments for calls from different source sites that are returned to the queue before they are presented to an agent. Calls can be returned to the queue if an agent becomes unavailable (by pressing Not Ready, for example) in the moment between arrival of the call at the site and presentation of the call to the agent. For example, you can give different RAN messages to callers from different source sites who are routed to the target node and are waiting for an agent to answer.
To use multiple MCDN network CDNs, you must:
configure a CDN for each server from which you receive calls
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configure each server to route calls to a different MCDN network CDN
Example of using multiple MCDN network CDNs The administrator at BestAir Toronto wants to provide agents with information about where a call is arriving from, before they answer calls. To do so, the administrator performs the following tasks:
defines two MCDN network CDNs: BOSTON and SF (for calls from Boston and San Francisco, respectively) configures agent phoneset displays to show the name of the CDN on which the call arrives informs the administrators at the Boston and San Francisco sites of the unique MCDN network CDNs (dialable DNs) that they must each use to route network calls to Toronto
Therefore, when a call routed from the Boston site is presented to an agent at the Toronto site, the agent phoneset display contains “BOSTON.” Due to this configuration, the agent knows that the incoming call is a network call originating in Boston. This information can help the agent respond to the call appropriately.
Before you begin Configure the CDNs on the telephony switch. At the telephony switch, each CDN is configured like a local CDN; MCDN network CDNs have no special requirements. For information about configuring a CDN on the telephony switch, see the Nortel Contact Center Communication Server 1000/Meridian 1 and Voice Processing Guide.
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Configuring an MCDN network CDN 1
In Contact Center Manager Administration, on the system tree in the Configuration component, click CDNs. Result: The list of CDNs defined on the server appears.
This is applicable only for a CS 1000/Meridian 1 telephony switch. 2
In the Name box, type the name of the CDN as it appears in the CDNs window and on reports.
3
In the Number box, type the CDN number as configured on the telephony switch. This number is the dialable DN that other sites must use to send network calls to your site. If you want to recognize where incoming network calls are arriving from, you can set up a separate MCDN network CDN for each site from which you can receive calls.
4
From the Call Type list, select MCDN Network.
5
Select the Acquired? check box to acquire this CDN.
6
Click another row of the table to save the new CDN.
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To configure DNIS Network CDNs On each server in the network, you must configure the DNIS network CDN on which incoming network calls are received on a DNIS Landing Pad. You can configure only one DNIS network CDN on each server.
Before you begin Configure the DNIS Network CDNs on the telephony switch. At the telephony switch, each CDN is configured like a local CDN; DNIS Network CDNs have no special requirements. For information about configuring a CDN on the telephony switch, see the Nortel Contact Center Communication Server 1000/ Meridian 1 and Voice Processing Guide.
Configuring a DNIS Network CDN 1
In Contact Center Manager Administration, on the system tree in the Configuration component, click CDNs. Result: The list of CDNs defined on the server appears.
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2
In the Name box, type the name of the CDN as it appears in the CDNs window and on reports.
3
In the Number box, type the CDN number as configured on the telephony switch. Ensure that this number matches the CDN number configured on the telephony switch.
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The DNIS Landing Pads on the telephony switch must be mapped to the DNIS Network CDN. For information about mapping Landing Pads, see Nortel Contact Center Communication Server 1000/Meridian 1 and Voice Processing Guide or the Contact Center Manager Switch Guide for Communication Server 2x00/DMS. 4
From the Call Type list, select DNIS Network.
5
Select the Acquired? check box to acquire this CDN.
6
Click another row of the table to save the new CDN.
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To configure Landing Pads for Universal Networking A Landing Pad identifies the call that is sent to a target site. The target site reserves a Landing Pad for the call ID at the source site. The source site then requests the telephony switch to send the call to the Landing Pad. When the call arrives on the Landing Pad at the target site, the Contact Center Manager Server maps the call to the original call ID at the source to determine to which agent to present the call. Landing Pads can be either CDNs or DNISs. For each site that is configured to use Landing Pads, you must define the Landing Pads. If the site is configured to use CDN Landing Pads, you must configure CDN Landing Pads; if it is configured to use DNIS Landing Pads, you must configure DNIS Landing Pads and the DNIS Network CDN. Landing Pads are required for Network Skill-Based Routing in a network with one or more Communication Server 2x00/DMS telephony switches or Communication Server 1000/Meridian 1 PBX telephony switches. To determine the number of Landing Pads that you require, see the Estimating the Number of Trunks and Landing Pads.xls at the Partner Information Center (PIC) at www.nortel.com/pic.
Before you begin Configure the CDNs or DNISs on the telephony switch. For information about configuring a CDN on the telephony switch, see the Nortel Contact Center Communication Server 1000/Meridian 1 and Voice Processing Guide and the Nortel Contact Center Manager Switch Guide for Communication Server 2X00/ DMS or the Contact Center Manager Switch Guide for Communication Server 2x00/DMS.
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Configuring a CDN Landing Pad 1
On the system tree, in the Configuration component, double-click the server in Contact Center Manager Server to which you want to add the Landing Pad CDN (Route Point). Result: The server expands to reveal its resources.
2
Click the CDNs (Route Points) heading. Result: The CDNs (Route Points) window appears.
3
Select the Landing Pads tab.
4
In the empty Name box at the bottom of the table, type the name of the new Landing Pad CDN (Route Point).
5
Press Tab.
6
In the Number box, type the Landing Pad CDN (Route Point) number. This number must match the number configured on the telephony switch.
7
Select the Acquired? check box to acquire the CDN. Result: The Status column displays the acquisition status of the CDN.
8
Press Tab to submit your changes. Result: The system adds the Landing Pad CDN (Route Point), and Acquired Pending appears in the Status column.
Configuring a DNIS Landing Pad 1
On the system tree, in the Configuration component, double-click the server under which you want to add the DNIS Landing Pad. Result: The server expands to reveal its resources.
2
Click the DNISs heading. Result: The DNISs window appears.
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3
Select the Landing Pads tab.
4
In Name box, type the name of the new DNIS.
5
In the Number box, type the DNIS number. This number must match the number configured on the telephony switch
6
Optionally, in the Description box, type a description for the DNIS Landing Pad.
7
Press Tab to save your changes.
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To configure network communication parameters You must configure the following network communication parameters on each server in the network:
the number that your telephony switch dials to route a call to that site how many times your server tries to queue calls to the site after a route attempt fails, and the number of seconds between retries the amount of time an agent at the site is reserved to answer a call routed from your server the amount of time your server waits for a reply from the remote sites, if routing is based on longest idle agent or average speed of answer the Landing Pad type, if the server has Universal Networking enabled
Dialable DN configuration with MCDN networking When you configure the connection to a site, you specify the number that your Communication Server 1000/Meridian 1 PBX telephony switch dials to reach the MCDN network CDN. For sites that are using MCDN networking on a CS 1000/Meridian 1 switch, the dialable DN must be the MCDN network CDN—the CDN on which the remote site receives incoming network calls. This CDN must be configured as an MCDN network CDN on the remote server. For example, on the Toronto server, the dialable DN for Boston is 8-555-1111 (see the illustration on page 130). The number you enter must be the number configured in the CDNs window on the remote server, with any prefixes required by your dialing plan.
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Call arrives Call arrives at MCDN network CDN
Switch
Initiate Master script
Network call to 9-540-3100
Toronto (server)
Switch
Initiate network script Boston (server)
Network Config Parameters Boston: Dialable Number: 9-540-3100
G101338
The following list describes how a call is processed.
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1.
A call arrives at the Toronto telephony switch and is passed to the Toronto server.
2.
The Toronto server initiates the Master_Script.
3.
Based on logic in the script, the server instructs the telephony switch to route the call to Boston.
4.
The server passes the DN for Boston to the telephony switch.
5.
The telephony switch transfers the call to this number.
6.
The call arrives on an MCDN network CDN at Boston.
7.
The call is passed to the server.
8.
The Boston server initiates the Network_Script.
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Dialable DN configuration with Universal Networking For sites using CDN or DNIS Landing Pads, use the Dialable DN/Prefix field to create a dialable number from the Landing Pad number received from the target site. Depending on the dialing plan, you may need to delete leading digits from the Landing Pad number or append a prefix to the Landing Pad number to make it a dialable number. If the Landing Pad type is MCDN, the Dialable DN/Prefix field is populated with the MCDN Network CDN and only numeric values are permitted (as explained in “Dialable DN configuration with MCDN networking” on page 129). If the Landing Pad type is CDN or DNIS, you can populate the Dialable DN/ Prefix field with any one of the following formats:
[D#][Pn][Cn,n,n] (where # is any digit from 0 to 9 and n is any numeric value)
[D#]
[Pn]
[Cn]
[D#][Cn,n,n]
[D#][Pn]
[Pn][Cn,n,n]
D (Delete)—The number of digits to delete from a Landing Pad address to make it a dialable number. P (Prefix)—The prefix digits to prefix to the Landing Pad address to make it a dialable number. C (CTI digits)—Used by Communication Control Toolkit (CCT) to determine the location of a dialed number. (For more information, see “Dialable DN configuration for CTI Call Attached data networking” on page 135). The Dialable DN/Prefix value can be up to 32 characters in length. The following three examples show how the D and P values are used to manipulate the Landing Pad to make it a dialable number. Network Control Center Administrator’s Guide
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Example 1—Use of D values in an intra-nodal CS 2x00/DMS environment All Contact Center Manager Server nodes are connected to the same CS 2x00/ DMS switch. In this example, the source node (Toronto) and the target node (Boston) are connected to the same CS2x00/DMS switch. These two nodes have a five-digit dialing plan. This means that a Toronto user can dial only five digits at the Boston switch. The Landing Pad type is DNIS. When a DNIS Landing Pad is reserved at Boston, the number is the full 10-digit DNIS number (as configured in Contact Center Manager Administration in the DNIS Landing Pad field and on the switch as a supplementary DN). This 10-digit DNIS number is returned to Toronto. However, the 10-digit DNIS Landing Pad number is not a dialable number from Toronto. In the following illustration, the Dialable DN/Prefix field is set to D5, which means delete the leading five digits from the DNIS Landing Pad, and then use the remaining five digits as the dialable number to reach the Boston switch.
Example 2—Use of P values in a heterogeneous nodal environment The network contains a mix of CS 1000/Meridian 1 and CS 2x00/DMS switch types. 132
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In this example, the source node (Toronto) is connected to a CS 2x00/DMS switch and the target node (Dallas) is connected to a CS 1000/Meridian 1 switch. To dial a number at the Dallas switch, a Toronto user must dial the prefix 870 and then append the Landing Pad number from the Dallas node. In this example, the Landing Pad type is CDN. When a CDN Landing Pad is reserved at Dallas, the number is the four-digit CDN number (as configured in Contact Center Manager Administration in the CDN Landing Pads field and acquired on the CS 1000/Meridian 1 switch). The four-digit CDN number is returned to Toronto. However, this four-digit CDN Landing Pad number is not a dialable number from Toronto. In the following illustration, the Dialable DN/Prefix field is set to P870, which means that the digits 870 are prefixed to the Landing Pad number. The dialable number is 870 + the Landing Pad number returned from Dallas.
Example 3—Use of D and P values in a heterogeneous nodal environment The network contains a mix of CS 1000/Meridian 1 and CS 2x00/DMS switch types. In this example, the source node (Dallas) is connected to a CS 1000/Meridian 1 switch and the target node (Toronto) is connected to a CS 2x00/DMS switch. To dial a number at the Toronto switch, a Dallas user must dial an access code of 630 to get onto the trunk and then dial a seven-digit number. The Landing Pad Network Control Center Administrator’s Guide
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type is CDN. When a CDN Landing Pad is reserved at Toronto, the number reserved is the full 10-digit CDN number. However, the 10-digit CDN Landing Pad number is not a dialable number from Dallas. In the following illustration, the Dialable DN/Prefix field is set to D3P630, which means delete the leading three digits from the Landing Pad, and then prefix the remaining digits with 630.
You require knowledge of the dialing plans between the nodes in the network to correctly configure the Dialable DN/Prefix field for Universal Networking. After you configure the dialable DN for Universal Networking, Nortel strongly recommends that you place a test call to ensure that the Dialable DN/Prefix field is configured correctly. You must configure the Dialable DN/Prefix field for each source-to-target pairing in the Network Communication parameters page of Contact Center Manager Administration. This means that the Dialable DN/Prefix field can be different for each source-to-target pairing.
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Dialable DN configuration for CTI Call Attached data networking As referenced in the previous section, “Dialable DN configuration with Universal Networking” on page 131, a [Cn,n,n] parameter is available in the Dialable DN/Prefix field. This parameter is used to configure Computer Telephony Integration (CTI) Call Attached Data (CAD) networking. For CTI CAD networking to operate successfully, the source node must always know to which site a call requiring CTI CAD networking is targeted. The [Cn,n,n] parameter identifies this target location. As is required when you configure the [D#] and [Pn] values for Universal Networking, you must configure the [Cn,n,n] values for each source-to-target pairing that requires CTI CAD networking in the Networking Communication Parameters page of Contact Center Manager Administration. The format [Cn,n,n] means that you can use one or more C values for a sourceto-target pairing (for more information, see “Example 1—Use of multiple C values in an intra-nodal environment” on page 135 and “Example 2 – Use of a single C value in a heterogeneous nodal environment” on page 136). The C value represents a prefix or a number of unique leading digits that identify the end location of a number (for example, the target node in the network). When a request for CTI CAD networking is received for a call, the leading digits of the target node are compared to the C values configured in the Dialable DN/ Prefix field. If a match is found, then CTI CAD networking successfully executes and the Call Attached Data is sent to the target node. Example 1—Use of multiple C values in an intra-nodal environment In this example, the source node (Toronto) and the target node (Boston) are connected to the same CS 2x00/DMS switch. The dialing plan between these two nodes is a five-digit dialing plan. To dial any number at the Boston switch, a Toronto user can dial only five digits. The switch administrator in Boston configured all of the agent IDN keys (personal DNs) as 71XXX or 72XXX. Agent A at Toronto wants to transfer a call with Call Attached Data to Agent B at Dallas. Agent A transfers the call to the number 71203, where Agent B’s personal DN number is 71203.
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In this example, the C value in the Dialable DN/Prefix field is configured as C71,72. When the number 71203 is compared to the C values, a match is found against the leading digits 71 and the system recognizes that Toronto is making a CTI CAD networking request to Boston. (The C values in this Dialable DN/ Prefix field are used to represent all of the possible agent IDN keys in Boston). The Dialable DN/Prefix field is configured as D3C71,72. To pass Call Attached Data across the network when a user transfers or conferences a call to a remote CDN, the user must include the Call Attached Data prefix in the C values of the Dialable DN/Prefix field.
*At this point, a Landing Pad is requested from Boston and the returned Landing Pad number is manipulated by the D5 portion of the Dialable DN/Prefix field. Landing Pads are used here to match the Call Attached Data that is sent across the network. Example 2 – Use of a single C value in a heterogeneous nodal environment In this example, the source node (Toronto) is connected to a CS 2x00/DMS switch and the target node (Dallas) is connected to a CS 1000/Meridian 1 switch. To dial a number at the Dallas switch, a Toronto user must dial the prefix 870 (for example, when an ESN dialing plan is in place) and then append the number from the Dallas node. Agent A at Toronto wants to transfer a call to 136
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Agent B at Dallas with Call Attached Data. Agent A transfers the call to the number 8703001, where Agent B’s personal DN is 3001. In this example, the C value in the Dialable DN/Prefix field is configured as C870. Therefore, when the number 8703001 is compared to the C values, a match is found against the 870 leading digits and the system recognizes that Toronto is making a CTI CAD networking request to Dallas. The complete Dialable DN/Prefix field is configured as P870C870.
*At this point, a Landing Pad is requested from Dallas and the returned Landing Pad number is manipulated by the P870 portion of the Dialable DN/Prefix field. Landing Pads are used here to match the Call Attached Data that is sent across the network.
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Configuring network communication parameters 1
In Contact Center Manager Administration, on the system tree in the Configuration component, click Network Communication Parameters. Result: The Network Communication Parameters window appears.
This window lists the local and remote sites in your network and their statuses. For more information, see “To monitor and stop filtering” on page 145. 2
Click the row containing the site whose communication parameters you want to edit.
3
Click Site Parameters. Result: The Site Parameters window appears.
4
From the Landing Pad Type list, select the Landing Pad type. Available Landing Pad types depend on how the site was configured on the NCC. This column is present only if Universal Networking is enabled on the server. If you change Landing Pad type, review all timer settings as they may require modifications depending on the selected Landing Pad type.
5
In the Dialable DN/Prefix box, type the number that the telephony switch dials to reach the network CDN at the remote site. The number must include any prefixes required by the dialing plan configured on the telephony switch. The Dialable/DN prefix value can be up to 32 characters in length. If you use MCDN networking, enter the number in the format used in your NACD routing table.
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You configure the Dialable DN/Prefix field differently if you select MCDN as the Landing Pad type than if you select CDN (Route Point) or DNIS as the Landing Pad type. If you select MCDN as the Landing Pad type, you must configure the Dialable DN/Prefix field with the full dialable number to the network CDN at the target. This is the number that the telephony switch dials to route a call. For more information, see “Dialable DN configuration with Universal Networking” on page 131. 6
In the Number of Retries box, type the number of times that your server attempts to route a call to a reserved agent at this site before filtering the site out of the routing table. For more information, see “Retries and filtering” on page 45.
7
In the RetryTimer (Sec.) box, type the time that elapses before the server attempts to queue a call to this site after a route attempt fails (for example, if all trunks are busy). For more information, see “Retries and filtering” on page 45.
8
In the Agent Reserve Timer (Sec.) box, type the number of seconds an agent at this site is reserved when your site attempts to send a call. If the source site cannot cancel the agent reservation, then it expires after this period. Make sure that the Agent Reserve Timer allows enough time for calls to be networked to their destination. To do so, make several test calls to a network skillset that has only one agent logged on at the destination site, and then run a report to ensure that the number of times the agent is reserved is equal to the number of network calls answered. If the number of times the agent is reserved is greater than the number of network calls answered, then the reservation timer is probably too low. Increase the agent reservation timer and make the test calls again. The Agent Reserve Timer also applies to the source site if it uses either the Longest Idle Agent or Average Speed of Answer feature and network skillsets are configured with include local node enabled.
9
For the source node only, in the Nodal Request Wait Timer (Sec.) box, specify how long to wait for responses from destination servers, if the skillset is configured for longest idle agent or average speed of answer. Normally, all nodes respond before the timer expires; after receiving responses from all destination sites, the local server routes the calls and cancels all agent reservations. If one site is slow to respond, however, agents remain reserved while the local server waits for the response. This timer determines how long the server waits for a response before routing the call and canceling agent reservations.
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The timer should be high enough to allow most destination sites to respond under normal conditions. However, if the timer is too high, agents at the responding sites are reserved (and thus unavailable to answer calls) for long periods of time. You can configure this timer differently for each source site. However, the timer applies to all destination sites to which the source site queues calls. The Nodal Request Wait Timer cannot equal or exceed the Agent Reserve Timer for the destination sites. (This ensures that agent reservations do not time out before the call can be routed.) Nortel recommends that the Agent Reserve Timer be at least 2 seconds more than the Nodal Request Wait Timer. 10
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Click Submit to save your changes.
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To configure network skillset properties You can configure the following properties for each network skillset:
the maximum number of calls that can be queued for the skillset at this server
the number by which queued calls must decrease before filtering stops
whether to queue calls to the local site
In addition, if you use the Longest Idle Agent feature, you must make sure that you configure the Agent Order Preference in the Global Settings the same way on every server in the network.
Configuring a network skillset 1
In Contact Center Manager Administration, on the system tree in the Configuration component, click Skillsets. Result: The Skillsets window appears.
2
In the Call Request Queue Size box, type the maximum number of calls that can be queued for this skillset on your server. For example, if this value is set to 100, then up to 100 calls can be queued for this skillset at your server. When 100 calls are queued, your server is filtered from the routing tables for this skillset at every other site that attempts to queue a call for this skillset to your site. If the Call Request Queue Size is set to zero (0), then no calls are networked in from other sites.
3
In the Flow Control Threshold box, type the number by which queued calls for this skillset must decrease before filtering of your server stops. For example, if Call Request Queue Size is set to 100, and Flow Control Threshold is set to 20, then filtering of this network skillset ceases only when the number of queued calls falls to 80.
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Select the Include Local Node check box to queue calls to the local node, as well as to remote nodes, with the Queue to Network Skillset command. This option is available only for Release 5.0 and later.
5
Click another row of the table to save the changes.
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Configuring Agent Order Preference 1
In Contact Center Manager Administration, on the system tree in the Configuration component, click Global Settings. Result: If you configure Global Settings on a CS 1000/Meridian 1 telephony switch, the following Global Settings window appears.
Result: If you configure Global Settings on a CS 2x00/DMS telephony switch, the following Global Settings window appears.
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From the Agent Order Preference list, select one of the following:
Longest total time in idle state since login—Choose this option if you want calls presented to the agent who accumulated the most idle time since logging on.
Longest time in idle state since last status change—Choose this option if you want calls presented to the agent who accumulated the most idle time since their last status change.
Longest total time since last CDN/ACD call—Choose this option if you want calls presented to the agent with the longest elapsed time since handling a CDN/ACD call.
Ensure that Agent Order Preference is configured identically on each server in the network.
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To monitor and stop filtering Your server automatically filters sites from its routing tables to prevent calls from being routed to them. It also stops filtering automatically after a configurable amount of time (Filter Timer). You can monitor the sites and skillsets that your server is currently filtering. If the problem that led to the filtering is resolved, you can stop filtering manually rather than waiting for the filter timer to elapse. When a site is unfiltered, the system generates and logs an event message. This is a new feature.
Site filtering Your server filters a site from the routing tables for all of its skillsets when the site is unreachable. A site can be unreachable for the following reasons:
The NACD is not installed on the destination telephony switch, or an NACD error occurred. This is applicable to MCDN networking only. The dialable DN/Prefix field configured for the destination site is incorrect. The MCDN Network CDN is not configured or acquired at the destination site (either on the server or on the telephony switch).
The server is not running at the destination site.
The D-channel is down. This is applicable to MCDN Networking only.
All trunks are busy at the source or destination.
The trunk is blocked.
All Landing Pads are busy at the destination site. This is applicable to Universal Networking only. The DNIS Network CDN is not configured or acquired at the destination site. This is applicable to Universal Networking only. Contact Management Framework (CMF) is out of service at the destination site. This is applicable to Universal Networking only.
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When a site is filtered from the routing table, your server does not attempt to queue calls to that site. Example 1.
BestAir Toronto receives a call for the Bookings skillset.
2.
Toronto queues the call to BestAir Boston.
3.
Boston reserves an agent and notifies Toronto.
4.
Toronto routes the call to Boston.
5.
The route attempt fails. In the next 5 seconds (the Retry Timer period), Toronto receives several more calls for skillsets at Boston, but it does not attempt to queue these calls to Boston. (However, the server does not cancel existing requests to Boston.)
6.
After 5 seconds elapse, Toronto receives another call for Bookings.
7.
Toronto attempts to queue this call to Boston. Again, an agent is reserved, but the call cannot be routed.
8.
After one more failed attempt (the Number of Retries is set to 3), Toronto cancels all requests to Boston and filters Boston from all of its routing tables for 1 hour (the Filter Timer period). That is, not only does it filter Boston from the routing table for Bookings, but it also filters Boston from the routing tables for all of the other network skillsets.
9.
After the hour elapses, BestAir Toronto again begins to queue calls to Boston.
Network skillset filtering Network skillset filtering occurs:
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if a network skillset at a remote site is too busy (that is, if the number of queued calls for that skillset exceeds the maximum value, as configured at each server) if the network skillset is out of service
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When either of these conditions occurs, your server filters that site from the routing table for that network skillset. While the network skillset is filtered, your server does not attempt to queue calls for that skillset to the remote site. (However, your server continues to queue calls to other skillsets at that site.) Example 1.
The administrator of the Boston server set the Call Request Queue Size for the Bookings skillset to 25. Currently, 25 calls are queued to the Bookings skillset at the Boston server.
2.
The Toronto server receives a call for the Bookings skillset and attempts to queue it to Boston.
3.
Boston rejects the call, and Toronto filters Boston from the routing table for the Bookings skillset.
4.
Filtering stops when the number of queued calls drops by 5 to 20 calls in queue (5 is the value configured in the Flow Control Threshold by the Boston administrator).
Viewing filter status for remote sites and network skillsets 1
In Contact Center Manager Administration, on the system tree in the Configuration component, click Network Communication Parameters. Result: The Network Communication Parameters window appears.
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This window contains the following information: Column
Description
Communication The status of communication with the site. Valid values Status include:
Site Filter
Network Skillset
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N/A—not applicable (local site)
Open—communication is occurring
Not Established—the server is attempting to open communication
Closed—a communication problem occurred
Whether the site is currently filtered and, if so, the reason. Valid values include:
N/A—not applicable (local site)
Off—the site is not filtered
Server communication failure
Dialable DN was configured incorrectly
NACD package restriction at destination
Maximum number of retries reached
Trunk allocation problem – server suspended
Incompatible server versions
All Landing Pads busy at the destination site
DNIS network CDN not configured or acquired at the destination site
CMF is out of service at the target node
Lists the names of skillsets that are filtered, or contains All Skillset if the site is filtered.
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Column
Description
Skillset Filter
If a list of skillsets appears in the Network Skillset column, this column indicates whether each network skillset is filtered and, if so, the reason. Valid values include:
Landing Pad Type
N/A—not applicable (local site)
Off—the skillset is not filtered
Max Request
Out of Service
Unknown Skillset
Valid values:
N/A
MCDN
CDN (Route Point)
DNIS
Dialable DN/ Prefix
The number that the telephony switch dials to reach the network CDN at the remote site. The number must include any prefixes required by the dialing plan configured on the telephony switch. The Dialable/DN prefix value can be up to 32 characters in length.
Number of Retries
Displays the number of times the system continues to attempt to route a call to a site after a routing failure occurs. When the number of retries limit is reached, the site is filtered from the routing table for the length of time set in the Retry Timer.
RetryTimer
Displays the amount of time that elapses (in seconds) before the server attempts to queue a call to this site after a route attempt fails (for example, if all trunks are busy). If the Retry Timer is set to 0, the agent reservation is canceled but the site is not filtered. Valid values: 0 through 10 only
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Column
Description
Agent Reserve Timer
The number of seconds that a remote agent is reserved while the local site attempts to send a call. If the agent reservation cannot be canceled, the reservation expires after the period of time set in this box. The Agent Reserve Timer for each target site must be set higher than the Nodal Request Wait Timer at the source site.Valid values: digits from 2 to 30 seconds in 2second increments
Nodal Request Wait Timer
The number of seconds the source node waits for a response from the target nodes before making the routing decision. Valid values: Digits only; range from 1 to 10 seconds. This value is only applicable for the source node.
The Site Filter column indicates the filtering status for the site. The Skillset Filter column indicates the filtering status for each skillset specified in the Network Skillset column. To stop filtering, continue with the procedure, “Manually stopping filtering for remote sites” on page 151. If the Site Filter value is not Off, check the Event Browser in the Server Utility to find the errors that led to filtering. 2
To refresh the display, click Refresh.
To manually stop filtering for remote sites and network skillsets The following is an example of when it is useful to manually stop filtering. Example
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1.
The supervisor of the Bookings skillset at the Boston site schedules an emergency meeting from 10:00 a.m. to 10:30 a.m. for all local agents in that skillset.
2.
All agents log off the skillset to go to the meeting. As a result, the skillset goes out of service. When other sites attempt to queue calls to this skillset, they discover that it is unavailable, and they filter it out of their routing tables.
3.
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Boston notifies all sites that the skillset is again available.
5.
When a site receives the notification, it turns off filtering.
Administrators at the other sites are notified about the meeting. Rather than wait for notification from the Boston server, they can stop filtering manually at 10:30 a.m. Manually stopping filtering for remote sites 1
In Contact Center Manager Administration, on the system tree in the Configuration component, click Network Communication Parameters. Result: The Network Communication Parameters window appears.
2
Click the row containing the site whose site filter you want to turn off.
3
Click Stop Site Filter.
4
To refresh the display, click Refresh.
Manually stopping filtering for network skillsets 1
In Contact Center Manager Administration, on the system tree in the Configuration component, click Network Communication Parameters. Result: The Network Communication Parameters window appears.
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2
Click the row containing the site whose skillset filter you want to turn off.
3
Click Stop Skillset Filter.
4
To refresh the display, click Refresh.
Contact Center Manager
Chapter 7
Monitoring network performance In this chapter Overview
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Consolidated Agent Position Status Count
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Consolidated Application display
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Consolidated Skillset display
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Overview You can use the following network consolidated real-time displays at the NCC to monitor network performance:
Consolidated Agent Position Status Count
Consolidated Application Display
Consolidated Skillset Display
This chapter describes these real-time displays.
Graphical displays The real-time displays present consolidated data in a tabular format. You can choose to view the site or network summary information in a graphical format— a pie chart or a bar chart. To start a site summary While viewing a real-time display grid, on the Site column, click the site that you want to see portrayed in a summary chart. A delay of approximately 5 seconds occurs before the summary chart opens, showing the values displayed in the grid, either in bar-chart or pie-chart format. You can print the chart, change it from color to pattern, or export it as a graphic (either a .bmp or .jpg file) to the location that you specify in the Properties tab or to the desktop if you do not define the export path. For information about site summary chart components, see the Contact Center Manager Administration online Help. In the Properties tab, for each real-time display of which you make a private copy, you can change the format of the summary charts and you can make the display public again. To start a network summary You can start a performance summary chart in bar format of all sites in the network (if you work in a networked environment). The chart updates at the same refresh rate as the real-time display grid. 154
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In the real-time display grid, click Network Summary. A delay of approximately 5 seconds occurs before the chart opens. You can print the chart, change it from color to pattern, or export it as a graphic (either a .bmp or .jpg file) to the location that you specify in the Properties tab or to the desktop if you do not define the export path. For information about network summary chart components, see the Contact Center Manager Administration online Help.
Filters You can define filters that include a subset of the sites, skillsets, and applications in a specific display. For example, you can create a filter called customer_service, which contains all of the skillsets and applications belonging to the customer service unit, across all sites. The information is collapsed to show the total and grand totals. Click the plus sign (+) to expand the information for the group and click the minus sign (–) to collapse the information. When you create the filter, you specify how the information is grouped. You can group information in the following ways:
Filter—Site—Element
Filter—Element—Site
Site—Filter—Element
For example, if the customer_service filter is grouped by Filter—Element—Site, it contains the following information: Customer_Service
Customer_Service
Sales_Sk
SiteA
Service_Sk
SiteA
Sales_Sk
SiteB
Service_Sk
SiteB
Total
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Totals in filters When you use filters on a display, Contact Center Manager Administration calculates the following totals:
subtotals for all of the elements in the filter
subtotals for all of the sites
a grand total for all of the elements in the display
For raw statistics, such as number of calls answered, the grand total and subtotals are calculated by summing all the appropriate entries in the same column. For formula-based statistics, such as average answer delay, the grand total and subtotals are recalculated using the total values in the appropriate columns. Example The following example shows subtotals for all of the elements in Filter A, subtotals for all of the elements in Filter B, and the grand total for all of the elements in both filters combined.
Ansd
Ans > Abdn > Total Avg Ans Abnd Thresh Thresh Ans Dly Dly Srv Lvl %
AppA
10
2
5
1
120
120/10 = 12
((10+2)-(5+1))*100/ (10+2) = 50
AppB
6
3
2
1
80
80/6 = 12.3
((6+3)-(2+1))*100/ (6+3) = 66.6
FilterA Total
16
5
7
2
200
(120+80)/ (((10+6)+(2+3))(10+6) = ((5+2)+(1+1)))*100/ 12.5 ((10+6)+(2+3)) = 57.14
5
1
2
0
60
60/5 = 12 ((5+1)-(2+0))*100/ (5+1) = 66.66
FilterA
FilterB
AppC
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Ansd
Ans > Abdn > Total Avg Ans Abnd Thresh Thresh Ans Dly Dly Srv Lvl %
AppD
12
3
4
1
130
130/12 = ((12+3)-(4+1))*100/ 10.83 (12+3) = 66.66
FilterB Total
17
4
6
1
190
(60+30)/ (((5+12)+(1+3))(5+12) = ((2+4)+(0+1)))*100/ 11.17 ((5+12)+(1+3)) = 66.66
33
9
13
3
390
Grand Total
(120+80+ 60+130)/ (10+6+5+ 12) = 11.81
((10+2+6+3+5+1+ 12+3) - (5+1+2+1+ 2+ 0+4+1)) * 100 / (10+2+6+3+5+1+12 +3) = 61.90
If the same element appears twice in the display (for example, if AppB is in both FilterA and FilterB), the totals for the filters are correct, but the grand total is incorrect. (The AppB values are added to the grand total twice.) Do not create displays with overlapping filters.
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Consolidated Agent Position Status Count In this display, you can view the number of agents in various states in skillsets across the network. You can view details such as the number of agents who are:
in service (logged on)
waiting to receive calls
not ready to receive calls
currently handling skillset or ACD/NACD calls
You can open a site or network summary bar chart or pie chart showing the performance summary statistics for a particular site, or for all sites in the network (see “Graphical displays” on page 154). The summary charts update at the same refresh rate as the real-time display grids.
Field descriptions The following are field descriptions for the Consolidated Agent Position Status Count display.
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Site Click to generate a chart showing the site performance summary. The summary chart shows the values displayed in the grid, either in bar-chart or pie-chart format, depending on the display settings you choose on the Properties tab. The chart updates in real time at the same refresh rate as the real-time display grid. To save the chart to a .bmp or .jpg file for future reference, click Export BMP or Export JPG. The system saves the chart in the location you specify on the Properties tab, or on your desktop if you did not specify a location. Skillset The names of the skillsets in the site (for example, Bookings, Vacations, or European). If you networking is enabled, this column contains the names of the skillsets in each network site. If the message “Error: No Name” appears in this column, the application server cannot retrieve the name from the site. Contact the site administrator for assistance. Agts Wait The number of agents in each skillset who are waiting to receive calls at all network sites. In Srv The number of agents logged on to each skillset at all network sites. Not Rdy The number of agents in each skillset who are in the Not Ready state at all network sites. SklSet Call The number of agents in each skillset who are active on skillset calls at all network sites. Ntwk SklSet Call The number of agents in each skillset who are active on network skillset calls at all network sites.
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Other SklSet Call The number of agents in each skillset at all network sites who are active on calls belonging to other skillsets. The other skillset can be a local skillset, a network skillset, or a system-defined skillset. Agents can be assigned to multiple skillsets. DN Call The number of agents in each skillset who are active on Directory Number (DN) calls at all network sites. ACD-DN Call The number of agents in each skillset who are active on Automatic Call Distribution Directory Number (ACD-DN) calls at all network sites. NACD-DN Call The number of agents in each skillset who are active on Network Automatic Call Distribution Directory Number (NACD-DN) calls at all network sites.
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Consolidated Application display You can use the Consolidated Application display to monitor the performance of all applications in the network. The display includes the following information:
number of calls waiting
number of calls arrived
number of calls answered
number of calls abandoned
service level
average answer delay
ATTENTION
If the application names appear incorrectly in your realtime displays, ensure that the network is functioning correctly, the DNS is configured correctly on the application server, and the DNS is providing responses within a reasonable time (for example, less than 10 seconds), and then launch the display again.
You can open a site or network summary bar chart or pie chart showing the performance summary statistics for a particular site, or for all sites in the network (see “Graphical displays” on page 154). The summary charts update at the same refresh rate as the real-time display grids. The following is a snapshot of the Consolidated Application display.
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Field descriptions The following are field descriptions for the Consolidated Application display. Site Click to generate a chart showing the site performance summary. The summary chart shows the values displayed in the grid, either in bar-chart or pie-chart format, depending on the display settings you choose on the Properties tab. The chart updates in real time at the same refresh rate as the real-time display grid. To save the chart to a .bmp or .jpg file for future reference, click Export BMP or Export JPG. The system saves the chart in the location you specify on the Properties tab, or on your desktop if you did not specify a location. Application The names of the active applications at each network site (for example, Master_Script, Network_Script, and so on). If the message “Error: No Name” appears in this column, the application server cannot retrieve the name from the site. Contact the site administrator for assistance. Wait The total number of local and incoming network calls waiting to be handled by each application within the site. 162
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Arrived The total number of local and network calls that arrived at the applications within the site. Ansd The total number of local and network calls answered by agents in the applications within the site. Abnd The total number of local and incoming or outgoing network calls that callers abandoned while waiting to speak to an agent. Avg Ans Dly The average delay (in seconds) in answering all local and network calls arriving at each application within the site. Formula: Total Calls Answered Delay / Total Calls Answered Srv Lvl % The service level percentage calculated for each application within the site. The calculation is based on the total number of local and network calls answered and abandoned within each application in the site. Formula: {[(Total Calls Answered + Total Calls Abandoned) - (Calls answered after threshold + Calls abandoned after threshold)] / [Total Calls Answered + Total Calls Abandoned]} * 100 Ntwk Out Wait The total number of calls sent out from this network site waiting to be handled by other sites within the network. Ntwk Out Req The total number of calls that this network site requested to route out to other sites within the network. Ntwk Out Rou The total number of calls sent out from this network site that arrived at other sites within the network.
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Ntwk Out Ansd The total number of calls sent out from this network site that are answered at other sites within the network. Ntwk Out Abnd The total number of calls sent out from this network site that are abandoned at other sites within the network. Ntwk Avg Ans Dly The average delay (in seconds) in answering all calls sent out from this application to other sites within the network.
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Consolidated Skillset display You can use the Consolidated Skillset display to monitor the performance of all skillsets in the network. The display includes the following information:
average answer delay
service levels
number of calls answered
number of calls waiting
You can open a site or network summary bar chart or pie chart showing the performance summary statistics for a particular site, or for all sites in the network (see “Graphical displays” on page 154). The summary charts update at the same refresh rate as the real-time display grids. The following is a snapshot of the Consolidated Skillset display.
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Field descriptions The following are field descriptions for the Consolidated Skillset display. Site Click to generate a chart showing the site performance summary. The summary chart shows the values displayed in the grid, either in bar-chart or pie-chart format, depending on the display settings you choose on the Properties tab. The chart updates in real time at the same refresh rate as the real-time display grid. To save the chart to a .bmp or .jpg file for future reference, click Export BMP or Export JPG. The system saves the chart in the location you specify on the Properties tab, or on your desktop if you did not specify a location. Skillset The names of the skillsets in the site (for example, Bookings, Vacations, or European). If networking is enabled, this column contains the names of the skillsets in each network site. If the message “Error: No Name” appears in this column, the application server cannot retrieve the name from the site. Contact the site administrator for assistance. Wait The total number of local and incoming network calls waiting to be handled by agents in each skillset within the site. Offer The total number of local and incoming network calls offered to each skillset within a network site. Ansd The total number of local calls answered by agents in the skillsets of the site. If the networking feature is enabled, this column contains the total number of local and network calls answered by agents in the skillsets of the site. Abnd The total number of local calls, incoming network calls, and outgoing network calls that callers abandoned while waiting to speak to an agent. 166
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Avg Ans Dly The average delay (in seconds) in answering all local and network calls arriving at each skillset within the site. Formula: Total Calls Answered Delay / Total Calls Answered Srv Lvl % The service level percentage calculated for each skillset within the site. The calculation is based on the total number of local and network calls answered and abandoned within each skillset in the site. Formula: {1 - [Total Calls Answered After Threshold + Total Calls Abandoned After Threshold] / [Total Calls Answered + Total Calls Abandoned]} * 100 Ntwk In Wait The total number of incoming network calls that are waiting to be handled by each skillset within the network site. Ntwk In Offer The total number of incoming network calls that are offered to each skillset within the network site. Ntwk In Ansd The total number of incoming network calls that are answered by each skillset within the network site. Long Wait Last Call The longest waiting time for all agents assigned to a skillset who are currently idle. For example: Time
Agent
Event
09:01:20
Simon
Call for Bookings skillset ends
09:01:40
Pat
Call for Bookings skillset ends
At 09:02:00, Simon’s wait time since last call is 40 seconds, and Pat’s is 20 seconds. Therefore, the longest wait time since the last call for the skillset is 40 seconds. Network Control Center Administrator’s Guide
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Time
Agent
Event
Longest wait time since last call
09:02:05
Simon
Answers a DN call
25 seconds (Pat)
09:02:16
Simon
DN call ends
56 (Simon)
09:02:17
Simon
Not Ready
37 (Pat)
09:02:37
Simon
Ready
77 (Simon)
09:02:40
Simon
Answers a call for the Bookings skillset
60 (Pat)
When Simon answers a DN call at 09:02:05, Pat (as the only idle agent) has the longest wait time since last call, at 25 seconds. When the DN call ends, Simon again becomes the longest idle agent, and the longest wait time since last call for Bookings is 56 seconds (40+5+11). When Simon goes into the Not Ready state, Pat is the only idle agent, and the longest wait time since last call for Bookings is 37 seconds (20+5+11+1). When Simon goes into the Ready state 20 seconds later, he again becomes the longest idle agent, and the longest wait time since last call is 77 seconds (40+5+11+1+20). When Simon answers a call for the Bookings skillset at 09:02:40, Simon’s idle time is reset to zero. Pat becomes the longest idle agent, and the longest wait time since last call is 60 seconds (20+5+11+1+20+3). For network-consolidated statistics, the summary/total row represents the largest wait time of the skillset within the grouping (for example, if the display is grouped by filter or by site); the network total row represents the largest wait time throughout the entire network. For call routing, priority takes precedence over idle time. For example, Simon has a priority of 1 for the Bookings skillset and an idle time of 25 seconds. Pat has a priority of 2 and an idle time of 500 seconds. An incoming call is routed to Simon, even though Pat has a greater idle time.
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Max Wait Time The amount of time in seconds that the oldest local or incoming NSBR or Universal NSBR call waited to be answered by an agent with this skillset within the current grouping (for example, if the display is grouped by filter or by site); the network total row represents the longest wait time throughout the entire network.
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Chapter 8
Troubleshooting In this chapter Server cannot route or receive calls
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Problems with network skillsets
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Problems collecting network call-by-call statistics
177
Times on reports are incorrect
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Problems with call routing
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Server cannot route or receive calls If your server cannot route calls to or receive calls from other sites, perform the following tasks: 1.
Verify that the source server did not filter the server. If the source server filtered the server, see “To monitor and stop filtering” on page 145.
2.
Verify that the dialable DN is configured correctly at the source server. For more information, see the “To configure network communication parameters” on page 129.
3.
Ensure network skillsets and routing tables are received at the server. If not, see “Verifying the connection to the NCC.”
If you experience issues with networking calls, Nortel provides a network trace utility (NtwkTraceMon) that customer support staff can use to help you troubleshoot your problem.
Verifying the connection to the NCC 1
At the NCC, start the Nbconfig utility (for more information, see “Configure the communications database” on page 60). Check the Address and Site tables to ensure that they are configured correctly:
The IP addresses are unique and correct.
The site names are correct.
The site names in the Site table match the site names in the Sites window on the NCC.
Add any missing sites, and if any information is incorrect, remove the affected site and add it again.
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2
At the server, start the Nbconfig utility, and verify that the Address table and the Site table match those on the NCC.
3
At the server, use the Nbconfig utility to ensure that the NCC site is defined correctly. If any of this information is incorrect, see “To reset all site and address settings” on page 173.
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Troubleshooting
At the server, open a DOS window and type the following command: ping nnn.nnn.nnn.nnn where nnn.nnn.nnn.nnn is the CLAN IP address of the NCC. If the NCC cannot be found, then use the tracert command to find out where the error is occurring.
5
Restart the NCC.
6
If the problem continues, contact your Nortel customer support representative.
To reset all site and address settings If the contents of the Address table and Site table are incorrect or the two servers do not communicate even though they can ping each other, you may need to shut down all Contact Center Manager services and reset all site and address settings. Resetting all site and address settings 1
At each server, perform these steps: a. Shut down all Contact Center Manager Server services (from the Windows Start menu, choose Programs > Nortel Contact Center > Manager Server > Shutdown). b. At the DOS prompt, type CD\Nortel\iccm\bin. c. From the bin directory, run nicomsetup to reset all communication settings. d. For more information about nicomsetup, see the Contact Center Manager Server Installation and Maintenance Guide. e. Restart Contact Center Manager.
2
On the NCC, run nbconfig -admin, select the Force Synchronization check box on the Site Table tab, and then click OK.
If this does not resolve the problem, run nicomsetup at the NCC and define all sites again using nbconfig -admin. For more information, see “Configure the communications database” on page 60.
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Problems with network skillsets This section describes problems that can occur with network skillsets and explains how to troubleshoot them.
Network skillsets are not distributed from the NCC to all sites This problem can occur for the following reasons:
174
An existing entity has the same name—If a server has a variable named Sales, then you cannot add a network skillset named Sales. Contact your network administrator to resolve naming problems. Nortel recommends that skillset names include the characters _sk to identify them as skillsets and to avoid potential conflicts with other entities. For more information, see the Nortel Contact Center Manager Scripting Guide for Communication Server 1000/Meridian 1 PBX or the Nortel Contact Center Manager Scripting Guide for Communication Server 2X00/DMS. The configured limit for number of skillsets was reached—At the site, use either client application to check the historical statistics configuration parameters. If you change the configured limit of skillsets, you must force synchronization of the site information from the NCC. For more information about historical statistics configuration, see the Contact Center Manager Administrator’s Guide. One or more sites is running Symposium Web Client Release 4.2 or earlier—Network skillsets configured for longest idle agent or average speed of answer are not propagated to servers running Symposium Web Client 4.2 or earlier.
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Troubleshooting
Calls for a network skillset are not sent to other sites This problem can occur if your scripts are not updated to route calls to the network skillset. When an administrator at the NCC defines a network skillset at the NCC, the NCC propagates the new skillset to all servers in the network. However, scripts are not automatically updated to route calls to the network. Calls continue to be queued to the local copy of the network skillset. To route calls to other sites, you must add the script command Queue To Network Skillset. For more information about using network skillsets in scripts, see the Scripting Guide. This error can also occur under the following circumstances:
The NACD package is not enabled on the telephony switch at the source site. Install and configure NACD following the instructions in the Nortel Contact Center Communication Server 1000/Meridian 1 and Voice Processing Guide. A non-ISDN trunk is encountered. The dialable DN (set in the Network Communication Parameters window) for the destination is not set to the correct MCDN network CDN. A call is abandoned.
Filtering is preventing calls from being sent to a destination site A destination site can be filtered under the following circumstances:
The NACD package is not enabled on the telephony switch at the source or at the destination site. Install and configure NACD following the instructions in the Nortel Contact Center Communication Server 1000/ Meridian 1 and Voice Processing Guide. The dialable DN for the destination site is configured incorrectly (see “To configure network communication parameters” on page 129). The MCDN network CDN is not configured correctly at the destination site. The MCDN network CDN must be configured on the telephony switch as a CDN (see the Nortel Contact Center Communication Server 1000/ Meridian 1 and Voice Processing Guide), and it must be configured and acquired as an MCDN network CDN on the server (see “To configure MCDN network CDNs” on page 121).
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The server at the destination site is not active. Ask the contact person at the remote site whether the server is up. The network skillset at the destination site is in Night Service mode or Transition Service mode. The site is filtered until an agent with the skillset logs on and the queue at the destination site is active. The number of failed attempts set in the Number of Retries box for a skillset is reached. When this happens, the source site removes the destination site from all routing tables for the time configured in the Filter Timer period (minimum of 5 minutes, maximum of 12 hours). After the Filter Timer period, the destination site is no longer filtered. If the problem is resolved before the Filter Timer period is reached, you can manually stop filtering the site (see “To manually stop filtering for remote sites and network skillsets” on page 150).
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Troubleshooting
Problems collecting network call-by-call statistics Problems collecting network call-by-call statistics can occur if the server or NCC does not have enough disk space or if call-by-call information is not sent to the NCC.
The server or NCC does not have enough disk space The historical statistics configuration calculation determines if you have adequate storage space to save the amount of call-by-call data you choose. When historical data is stored and consolidated, each server (including the NCC) checks every 15 minutes to ensure that you have adequate storage space. This is applicable at each server, including the NCC. Call-by-call data is purged whenever data reaches the age you configure (in the Historical Statistics Configuration window) or when disk space becomes insufficient. This enables more recent call-by-call data to be stored; but if you have less disk space than calculated, it can result in less long-term data stored. An event is logged in Fault Management if this occurs. An event is also logged in Fault Management if network call-by-call data transfer to the NCC takes longer than 15 minutes.
The call-by-call information is not sent to the NCC If you recently changed your call-by-call storage options, the change does not take effect until the information is sent to the NCC and propagated to all sites. This can take several minutes after making a change. ATTENTION
If the NCC goes down for an extended period, pegging occurs at each local server that is storing network call-bycall data. This can use a substantial amount of resources at each local server.
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Times on reports are incorrect This section refers to errors that can occur when the times set at multiple servers are not synchronized. When you work with multiple sites, remember the following details:
After you change the time zone or date and time through the Date/Time control panel, restart each server in Contact Center Manager. Verify that each site on the Sites page of the Configuration component in Contact Center Manager Administration has the relative time to GMT configured correctly. For more information, see “Add a site” on page 77. Check the time set at each telephony switch regularly to ensure that the times are synchronized. For more information, see the Nortel Contact Center Communication Server 1000/Meridian 1 and Voice Processing Guide or the Nortel Contact Center Manager Switch Guide for Communication Server 2X00/DMS.
Times at different sites are not synchronized Whether sites are in the same time zone or in multiple time zones, if the times at various telephony switches are not synchronized, the network call-by-call report does not display accurate information. In some cases, for example, destination events can appear to occur before source events. You must regularly check the time set at each telephony switch to ensure exact synchronization. Viewing or editing the date and time at the telephony switch
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1
Log on to the switch console.
2
Type ld 2, and then press Enter.
3
Type ttad to display the date and time.
4
To change the date or time, type stad, and then enter the correct date and time in the following format: DD-MM-YYYY 00:00. Use the 24-hour clock format for the time.
5
Press Enter.
6
Log off the switch console. Contact Center Manager
December 2007
Troubleshooting
Problems with call routing Problems with call routing can occur if agent reservations are canceled before network calls are presented or if there are problems with Landing Pads.
Agent reservations canceled before network calls are presented The number of times an agent is reserved must be approximately equal to the number of NACD and network calls answered by the agent. If it is not, then your Agent Reserve Timer may be set too low. The Agent Reserve Timer prevents an agent from remaining reserved when a call is answered locally or routed to another server. Normally, when that happens, the local server notifies the remote server, and the remote server cancels the agent reservation. However, if a communication problem prevents notification of the remote server, the agent remains in the reserved state indefinitely. To prevent this from happening, after a configurable period (Agent Reserve Timer), the remote server cancels the reservation. If the Agent Reserve Timer is too low, the agent can be unreserved before the call is presented to the agent, but after the call arrives at the remote server. When that happens, the agent’s ReservedForCall statistic is incremented, but the agent’s NetworkCallsAnswered statistic is not. Normally, the ReservedForCall and NetworkCallsAnswered statistics are not equal for any given period. For example, if an agent logs off or presses the Not Ready key after the agent is reserved, the NetworkCallsAnswered statistic is not incremented, even though the ReservedForCall statistic is incremented. Also, the reservation can occur during one interval, and the call presentation can occur during the next interval. If your agent performance reports show an unexpectedly high variance between agent reservations and network or NACD calls presented, check the Agent Reserve Timer (see “To configure network communication parameters” on page 129).
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Problems with Landing Pads in Universal Networking Every site that is licensed for Universal Networking can configure CDN or DNIS Landing Pads. Landing Pads are required for the duration of a network call. When a request is received at a target network node, a Landing Pad is taken from the idle list and reserved for that call until the source site routes the call to it. When the call arrives at the target Landing Pad, the Landing Pad is returned to the idle list to wait for the next call. A relatively small number of Landing Pads should be sufficient to receive several incoming Universal Networking calls at a target node. All Landing Pads busy If the incoming network call rate exceeds the available Landing Pads, then Event 49033 is logged to the Event Browser at the source site stating “All Landing Pads Busy at
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General Problems with Universal Networking If no Universal Networking calls are routed or if other problems with Universal Networking calls occur, check the state of the dependent NT Services. In the NT Services manager, verify that the following services are up:
CCMS ASM_Service
CCMS TFE_Service
CCMS NBMSM_Service
CCMS OAMCMF_Service
CCMS UNE_Service
If you cannot start these services manually from the NT Services manager, you may need to reboot the system to solve the problem. Acquiring Landing Pad CDNs and the DNIS Network CDN The Contact Center Manager Administration CDNs (Route Points) page has an acquired Status column for Landing Pad CDNs and the DNIS Network CDN. This column displays the status of the CDN on the telephony switch. Possible values are Acquired, Acquire Pending, Not Acquired, or Acquired Failed. Occasions may occur when a Landing Pad CDN or the DNIS Network CDN status is Acquired, but there is a problem with the operation of the CDN (for example, after system restarts). This problem can arise if the telephony switch properly acquires the CDN in question, but one of the Contact Center Manager Server components is not aware of the acquisition. When this occurs, an event appears in the Event Browser indicating the following problem and action to resolve it: Problem: UNE_Service is not aware of the acquisition status of CDN
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Glossary
A
accelerator key A key on a phoneset that an agent can use to place a call quickly. When an agent presses an accelerator key, the system places the call to the configured number associated with the key. For example, if an agent presses the Emergency key, the system places a call to the agent’s supervisor. ACCESS An internal protocol used by Contact Center Manager Server to directly control some of the voice services available on the CallPilot or Meridian Mail platform. access class A collection of access levels that defines the actions a member of the access class can perform within the system. For example, a member of the Administrator access class might be given a collection of Read/Write access levels. access level A level of access or permission given to a particular user for a particular application or function. For example, a user might be given View Only access to historical reports. ACCESS link A communication channel between Contact Center Manager Server and CallPilot or Meridian Mail. ACCESS voice port A voice port controlled by the ACCESS link. ACD call See automatic call distribution call. ACD-DN See automatic call distribution directory number.
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ACD group See automatic call distribution group. ACD routing table See automatic call distribution routing table. ACD subgroup See automatic call distribution subgroup. acquired resource A resource configured on the switch under the control of Contact Center Manager Server. Resources must be configured with matching values on both the switch and Contact Center Manager Server. activated script A script that is processing calls or is ready to process calls. Before you can activate a script, you must first validate it. active server In a system with a Replication Server, the server providing call processing and administration services. activity code A number that agents enter on their phoneset during a call. Activity codes provide a way of tracking the time agents spend on various types of incoming calls. They are also known as Line of Business (LOB) codes. For example, the activity code 720 might be used to track sales calls. Agents can then enter 720 on their agent desktop applications during sales calls, and this information can be generated in an Activity Code report. adapter Hardware required to support a particular device. For example, network adapters provide a port for the network wire. Adapters can be expansion boards or part of the computer’s main circuitry. administrator A user who sets up and maintains Contact Center Manager and Contact Center Multimedia. 184
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agent A user who handles inbound and outbound voice calls, e-mail messages, and Web communications. agent logon ID A unique identification number assigned to a particular agent. The agent uses this number when logging on. The agent ID is not associated with any particular phoneset. agent priority per skillset Each agent has a priority per skillset. This priority represents their skill level within the skillset. This priority is used only in queuing the agent in the idle agent queues, thus allowing agents with greater priority in a skillset to be presented with calls before agents of lesser priority. Agent priority per skillset has a range of 1 to 48, with 1 having the greatest priority. Agent priority per skillset is not used to determine which request to present to an idle agent when the agent qualifies for more than one queue request. That presentation is based solely on the calls’ attributes. agent-to-skillset assignment A matrix that, when you run it, sets the priority of one or more agents for a skillset. Agent to skillset assignments can be scheduled. agent-to-supervisor assignment A matrix that, when you run it, assigns one or more agents to specific supervisors. Agent to supervisor assignments can be scheduled. AIP Advanced I/O Processor alias See e-mail alias. AML See Application Module Link. ANI See automatic Number Identification. Network Control Center Administrator’s Guide
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API See application program interface. application 1. A logical entity that represents a Contact Center Manager script for reporting purposes. The Master script and each primary script have an associated application. The application has the same name as the script it represents. 2. A program that runs on a computer. Application Module Link An internal protocol used by Contact Center Manager Server to communicate directly with the switch. application program interface A set of routines, protocols, and tools that programmers use to develop software applications. APIs simplify the development process by providing commonly used programming procedures. application server The server on which the Contact Center Manager Administration software is installed. This server acts as the middle layer that communicates with Contact Center Manager Server and makes information available to the client PCs. associated supervisor A supervisor who is available for an agent if the agent’s reporting supervisor is unavailable. See also reporting supervisor. automatic call distribution A means of automatically distributing an organization’s incoming calls among a number of answering positions (ACD agents). Automatic call distribution is useful in operations where callers want a service rather than a specific person. Calls are serviced in the order they arrive and are distributed so that the workload at each answering position is approximately equal. automatic call distribution call A call to an ACD-DN. ACD calls are distributed to agents in an ACD group based on the ACD routing table on the switch. See also automatic call distribution directory number. 186
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automatic call distribution directory number A primary or supplementary DN associated with an ACD group. Calls made to an automatic call distribution directory number are distributed to agents belonging to the group, based on the ACD routing table on the switch. automatic call distribution group An entity defined on the switch for the purpose of call distribution. When a customer dials an ACD group, the call is routed to any agent who is a member of that group. automatic call distribution routing table A table configured on the switch that contains a list of ACD-DNs used to define routes for incoming calls. This ensures that incoming calls not processed by Contact Center Manager Server are queued to ACD groups and handled by available agents. automatic call distribution subgroup An entity defined on the switch to assign supervisory responsibilities. Each subgroup has one supervisor phoneset and a number of agent phonesets associated with it. Agents can log on to any phoneset within their ACD subgroup. The supervisor must log on to the supervisor phoneset to monitor assigned agents. automatic Number Identification A telephony feature that provides the originating local telephone number of the caller. auto-response A message sent to a customer with no agent interaction. An auto-response can be an intelligent response, such as a sales promotion flyer, or an acknowledgement, such as, “We received your e-mail and will respond to you within three days.”
B
basic call A simple unfeatured call between two 2500 phonesets, on the same switch, using a four-digit dialing plan.
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Standard 7.03
BBUA Back-to-Back User Agent
C
call age The amount of time a call waits in the system before being answered by an agent. call destination The site to which an outgoing network call is sent. See also call source. Calling Line Identification An optional service that identifies the telephone number of the caller. This information can then be used to route the call to the appropriate agent or skillset. The CLID can also be displayed on an agent’s phoneset. call intrinsic A script element that stores call-related information assigned when a call enters Contact Center Manager Server. See also intrinsic, skillset intrinsic, time intrinsic, traffic intrinsic. call presentation class A collection of preferences that determines how calls are presented to an agent. A call presentation class specifies whether a break time between calls is allowed, whether an agent can put DN calls on hold for incoming ACD calls, and whether an agent phoneset displays that the agent is reserved for a network call. call priority The priority given to a request for a skillset agent in a QUEUE TO SKILLSET or QUEUE TO NETWORK SKILLSET script element. This priority is used only in queuing a pending request in the pending request queue corresponding to the required skillsets. This allows pending requests with greater priority in a skillset to be presented to agents before calls of lesser priority. Call priority has a range or 1 to 6, with 1 having the greatest priority. Six priorities are used to fully support the many queuing variations provided by existing NACD functionality. Call priority is maintained at target nodes for network call requests.
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Glossary
Call Request Queue Size Sets the maximum queue size for network skillsets. When the set maximum is reached, the queue rejects calls. For Network Skill-Based Routing, Call Request Queue Size (CRQS) is configured in Contact Center Manager Administration. If the NACD fallback or the Queue_to_NACD script command is used, CRQS must be configured in LD23 on the switch. See also Flow Control Threshold. call source The site from which an incoming network call originates. See also call destination. call treatment A script element that enables you to provide handling to a call while it is waiting to be answered by a contact center agent. For example, a caller can hear a recorded announcement or music while waiting for an agent. call variable A script variable that applies to a specific call. A call variable follows the call through the system and is passed from one script to another with the call. See also global variable, script variable. CallPilot A multimedia messaging system you can use to manage many types of information, including voice messages, fax messages, e-mail messages, telephone calls (including conferencing), calendars, and directories. campaign See outbound campaign. CAT Channel Allocation Table CCR customer controlled routing CDN See controlled directory number.
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Glossary
Standard 7.03
central processing unit The component of a computer that performs the instructions of computer programs. Also known as a processor or microprocessor. centum call seconds A measure of call traffic density that represents one call in one channel for 100 seconds in 1 hour. CLAN See Customer Local Area Network. CLAN subnet See enterprise IP network. CLID See Calling Line Identification. client The part of Contact Center Manager Server that runs on a personal computer or workstation and relies on the server to perform some operations. Two types of client are available: Server Utility and Contact Center Manager Administration. See also server. closed reasons An item configured in Contact Center Multimedia to indicate the result of a completed e-mail contact. Agents choose a closed reason, and this information can be generated in a report. command A building block used with expressions, variables, and intrinsics to create scripts. Commands perform distinct functions, such as routing a call to a specific destination, playing music to a caller, or disconnecting a caller. Communication Control Toolkit A client/server application that integrates a telephone on a user’s desktop with client- and server-based applications.
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Glossary
Communication Server 1000 Telephony Manager A Nortel application used for Private Branch Exchange (PBX) management. Computer Telephony Integration An application that enables a computer to control telephone calls. Conditionally Toll Denied Allowed access for calls placed through Basic/Network Alternate Route Selection and Coordinated Dialing Plan. Contact Center Agent Desktop An agent tool that contact center agents can use to provide intelligent and personalized customer care. Agents use a personal computer to access the telephony and multimedia functions. Contact Center Manager A client/server contact center solution for varied and changing business requirements. It offers a suite of applications that includes call processing and agent handling, management and reporting, networking, and third-party application interfaces. Contact Center Manager Administration A browser-based tool for contact center administrators and supervisors used for managing and configuring a contact center and its users, defining access to data, and viewing real-time and historical reports. The Contact Center Manager Administration software is installed on an application server. See also Contact Center Manager Administration server. Contact Center Manager Administration server The server on which the Contact Center Manager Administration software is installed. This server acts as the middle layer that communicates with Contact Center Manager Server and makes information available to the client PCs. Contact Center Manager Server This server is responsible for functions such as the logic for call processing, call treatment, call handling, call presentation, and the accumulation of data into historical and real-time databases.
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Standard 7.03
Contact Center Manager Server call A call to a CDN controlled by Contact Center Manager Server. The call is presented to the Incalls key on an agent’s phoneset. Contact Center Multimedia server A client/server contact center application that expands inbound telephony capabilities to include outbound voice, e-mail, and Web communications. Contact Center Standby server The server that contains an up-to-date backup version of the Contact Center Manager Server database for use if the active server fails. The database is kept up-to-date by the Replication Server. Contivity VPN Switch A Nortel product that provides routing, firewall, bandwidth management, encryption, authentication, and data integrity for secure tunneling across managed IP networks and the Internet. controlled directory number A special directory number that allows calls arriving at the switch to be queued when the CDN is controlled by an application such as Contact Center Manager Server. When a call arrives at this number, the switch notifies the application and waits for routing instructions, which are performed by scripts in Contact Center Manager Server. CPH calls per hour CPU See central processing unit. CRM See Customer Relationship Manager. CRQS See Call Request Queue Size.
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CSL Command and Status Link CTD See Conditionally Toll Denied. CTI See Computer Telephony Integration. customer administrator A user who maintains Contact Center Manager. Customer Local Area Network The LAN to which your corporate servers, third-party applications, and desktop clients connects. Customer Relationship Manager An application that provides the tools and information that an organization requires to manage its customer relationships.
D
Data Execution Prevention A set of hardware and software technologies that perform additional checks on memory to help to protect against malicious code exploits. In Windows Server 2003 Service Pack 1, Data Execution Prevention is enforced by both hardware and software. database views A logical representation of the database used to organize information in the database for your use. Event statistics are accessible through database views. DBMS Database Management System deacquire To release an acquired switch resource from the control of the contact center.
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Standard 7.03
deactivated script A script that does not process any new calls. If a script is in use when it is deactivated, calls continue to be processed by the script until they are completed. default activity code The activity code assigned to a call if an agent does not enter an activity code manually, or when an agent presses the activity code button twice on the phoneset. Each skillset has a defined default activity code. default skillset The skillset to which calls are queued if they are not queued to a skillset or a specific agent by the end of a script. denial of service An incident in which a user or organization is unable to gain access to a resource that they can normally access. DEP See Data Execution Prevention. Designer Patch An emergency fix packaged to address specific individual Contact Center software problems. Designer Patches are viewable from a patch viewer application. Designer Patches are included in the next scheduled Service Update or Service Update Supplementary. See also Service Update and Service Update Supplementary. desktop user A configured user who can log on to the Contact Center Manager Server from a client PC. destination site The site to which an outgoing network call is sent. See also source site. DHCP See dynamic host configuration protocol.
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Dial-Up Networking See Remote Access Services. Dialed Number Identification Service An optional service that allows Contact Center Manager Server to identify the phone number dialed by the incoming caller. An agent can receive calls from customers calling in on different DNISs and, if the DNIS is displayed on the phoneset, can prepare a response according to the DNIS. DID Direct Inward Dial directory number The number that identifies a phoneset on a switch. The directory number (DN) can be a local extension (local DN), a public network telephone number, or an automatic call distribution directory number (ACD-DN). directory number call A call presented to the DN key on an agent’s phoneset. display threshold A threshold used in real-time displays to highlight a value below or above the normal range. disposition code An item configured in Contact Center Multimedia to indicate the result of a completed outbound contact. Agents choose a disposition code, and this information can be generated in a report. Distant Steering Code Used by the switch to route calls to their intended destination. Distance Vector Multicast Routing Protocol The multicast routing protocol used when multicast data recipients extend beyond a single network. This protocol advertises the shortest-path route to the networks on which a multicasting source resides.
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DMS Digital Multiplex Switch DN See directory number. DN call See directory number call. DNIS See Dialed Number Identification Service. DoS See denial of service. DP See Designer Patch. DSC Distant Steering Code DTMF Dual Tone Multi Frequency Dual Tone Multi Frequency A method used by the telephone system to communicate the keys pressed when dialing. Pressing a key on the phone's keypad generates two simultaneous tones, one for the row and one for the column. These are decoded by the exchange to determine which key was pressed. DVMRP See Distance Vector Multicast Routing Protocol. dynamic host configuration protocol A protocol for dynamically assigning IP addresses to devices on a network.
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dynamic link library A library of executable functions or data that can be used by a Windows application. Typically, a DLL provides one or more particular functions, and a program accesses the functions by creating either a static or dynamic link to the DLL. Several applications can use a DLL at the same time.
E
EBC See equivalent basic calls. EIU Ethernet Interface Unit ELAN Subnet See embedded local area network. e-mail alias An e-mail address that forwards all e-mail messages it receives to another e-mail account. For example, the mailbox [email protected] can have the aliases [email protected] and [email protected]. E-mail addressed to either of these aliases is forwarded to the [email protected] mailbox. To route e-mail differently depending on the alias to which it is addressed, create a recipient mailbox as an alias in the Contact Center Multimedia Administrator application and then create routing rules based on the alias. e-mail message contact An incoming e-mail message handled intelligently using rules to route a contact according to a skillset, send an auto-response, or close the contact. e-mail rule Determine how an e-mail contact is routed based on information about the e-mail message (inputs) and configurations in your contact center (outputs). embedded local area network A dedicated Ethernet TCP/IP LAN that connects the Contact Center Manager Server and the switch.
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Emergency key A key on an agent’s phoneset that, when pressed by an agent, automatically calls their supervisor to notify the supervisor of a problem with a caller. enterprise IP network Your entire IP network including the ELAN subnet and the Nortel server subnet. equivalent basic calls A measure of the telephone switch CPU real time required to process a basic call. See also basic call. event 1. An occurrence or action on Contact Center Manager, such as the sending or receiving of a message, the opening or closing of an application, or the reporting of an error. Some events are for information only, while others can indicate a problem. Events are categorized by severity: information, minor, major, and critical. 2. An action generated by a script command, such as queuing a call to a skillset or playing music. expression 1. A building block used in scripts to test for conditions, perform calculations, or compare values within scripts. See also logical expression and mathematical expression. 2. A category of disk drives that employs two or more drives in combination for fault tolerance and performance. See also relational expression.
F
FCTH See Flow Control Threshold. filter timer The length of time after the system unsuccessfully attempts to route calls to a destination site before that site is filtered out of a routing table. firewall A set of programs that protects the resources of a private network from external users.
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first-level threshold The value that represents the lowest value of the normal range for a statistic in a threshold class. The system tracks how often the value for the statistic falls below this value. Flow Control Threshold The number of calls required to reopen a closed network skillset queue. This value must be less than the Call Request Queue Size. For Network Skill-Based Routing, Flow Control Threshold (FCTH) is configured in Contact Center Manager Administration. If the NACD fallback or the Queue_to_NACD script command is used, FCTH must be configured in LD23 on the switch. See also Call Request Queue Size.
G
global settings Settings that apply to all skillsets or IVR ACD-DNs configured on your system. global variable A variable that contains values that can be used by any script on the system. You can only change the value of a global variable in the Script Variable Properties sheet. You cannot change it in a script. See also call variable, variable. GOS See grade of service. grade of service The probability that calls are delayed by more than a certain number of seconds while waiting for a port.
H
HDX See Host Data Exchange. Host Data Exchange A rich scripting language provided with Contact Center Manager to control treatment of calls.
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HTTP See Hypertext Transfer Protocol. hundred call seconds See centum call seconds. Hypertext Transfer Protocol The set of rules for transferring data on the World Wide Web.
I
ICM See Intelligent Call Manager. IGMP See Internet Group Management Protocol. Incalls key The key on an agent phoneset to which incoming ACD and Contact Center Manager calls are presented. Integrated Services Digital Network A set of standards for transmitting digital information over ordinary telephone wire and other media. Integration Package for Meridian Link A feature that integrates an IVR system with a switch. Intelligent Call Manager A high capacity contact center TCP/IP interface to the switch that enables the exchange of messages between the switch and a remote host computer. Interactive Voice Response An application that allows telephone callers to interact with a host computer using prerecorded messages and prompts. Interactive Voice Response ACD-DN A directory number that routes a caller to a specific IVR application. An IVR ACD-DN must be acquired for non-integrated IVR systems.
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Interactive Voice Response event A voice port logon or logoff. An IVR event is pegged in the database when a call acquires or deacquires a voice port. Internet Group Management Protocol The multicast routing protocol used in a network that does not require the delivery of multicast packets between routers or across networks. This protocol transports the following information between host group members, hosts, and routers:
client requests to join a group
messages about group membership sent by hosts to routers
Internet Protocol address An identifier for a computer or device on a TCP/IP network. Networks use TCP/ IP to route messages based on the IP address of the destination. For customers using NSBR, site IP addresses must be unique and correct. The format of an IP address is a 32-bit numeric address written as four values separated by periods. Each value can be 0 to 255. For example, 1.160.10.240 can be an IP address. intrinsic A word or phrase used in a script to gain access to system information about skillsets, agents, time, and call traffic that can then be used in formulas and decision-making statements. See also call intrinsic, skillset intrinsic, time intrinsic, traffic intrinsic. IP address See Internet Protocol address. IPML See Integration Package for Meridian Link. ISDN See Integrated Services Digital Network. IVR See Interactive Voice Response.
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IVR ACD-DN See Interactive Voice Response ACD-DN. IVR event See Interactive Voice Response event. IVR port See voice port.
L
LAN See local area network. Line of Business code See activity code. LOB code See activity code. local area network A computer network that spans a relatively small area. Most LANs connect workstations and personal computers and are confined to a single building or group of buildings. local call A call that originates at the local site. See also network call. local skillset A skillset that can be used at the local site only. See also network skillset, skillset. logical expression 1. A symbol used in scripts to test for different conditions. Logical expressions are AND, OR, and NOT. See also expression, mathematical expression. 2. A category of disk drives that employs two or more drives in combination for fault tolerance and performance. See also relational expression.
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M
Glossary
M1 Meridian 1 switch M1 IE Meridian 1 Internet Enabled switch mailbox See recipient mailbox. Management Information Base A data structure that describes the collection of all possible objects in a network. Each managed node maintains one or more variables (objects) that describe its state. Contact Center Manager Server Management Information Bases (MIB) contribute to the overall network MIB by:
identifying Nortel/Meridian/Contact Center Manager Server nodes within the network
identifying significant events (SNMP traps), such as alarms reporting
specifying formats of alarms
Master script The first script executed when a call arrives at the Contact Center. A default Master script is provided with Contact Center Manager, but it can be customized by an authorized user. It cannot be deactivated or deleted. See also network script, primary script, script, secondary script. mathematical expression 1. An expression used in scripts to add, subtract, multiply, and divide values. Mathematical expressions are addition (+), subtraction (-), division (/), and multiplication (*). See also expression and logical expression. 2. A category of disk drives that employs two or more drives in combination for fault tolerance and performance. See also relational expression. mean holding time 1. The time that the agent is involved in serving a call. It is the sum of average talk time. 2. The time required for postcall processing when the agent is not available to handle other calls. 3. Intercall interval (including union break, if any). Network Control Center Administrator’s Guide
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Media Application Server A programmable media endpoint in a SIP signaling network that acts as a SIP user agent to accept and control sessions and the IP media (audio and video) services associated with those sessions. The Media Application Server delivers programmable customized intelligent media services to those sessions using text, voice, and video initially, with extensibility to other media and information types as the applications grow. mean time between calls The average time between presentation of calls to an agent. Meridian Link Services A communications facility that provides an interface between the switch and a third-party host application. Meridian Mail A Nortel product that provides voice messaging and other voice and fax services. Meridian MAX A Nortel product that provides call processing based on ACD routing. MHT See mean holding time. MIB See Management Information Base. MLS See Meridian Link Services. MM See Meridian Mail. MOSPF See Multicasting Extensions to Open Shortest Path First.
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MTBC See mean time between calls. Multicasting Extensions to Open Shortest Path First An enhanced version of the Open Shortest Path First (OSPF) routing algorithm that allows a router to forward multicast IP traffic within an autonomous OSPF (v.2) system. Multimedia database A Caché database used to store customer information and contact details for outbound, e-mail, and Web communication contacts. MSL-100 Meridian Stored Logic 100 switch music route A resource installed on the switch that provides music to callers while they wait for an agent.
N
NACD call A call that arrives at the server from a network ACD-DN. NAT See Network Address Translation. NCC See Network Control Center. NCRTD See Network Consolidated Real-Time Display. Network Address Translation The translation of an Internet Protocol (IP) address used within one network to an IP address used within another network. One network is called the inside network and the other is called the outside network.
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network call A call that originates at another site in the network. See also local call. Network Consolidated Real-Time Display A real-time display containing data from more than one Contact Center Manager Server. This data is consolidated by Contact Center Manager Administration. Network Control Center The server on a Contact Center Manager system where Network Skill-Based Routing is configured and where communication between servers is managed. network interface card An expansion board that enables a PC to connect to a local area network (LAN). network script The script executed to handle error conditions for Contact Center Manager Server calls forwarded from one site to another for customers using NSBR. The network script is a system-defined script provided with Contact Center Manager, but it can be customized by an authorized user. It cannot be deactivated or deleted. See also Master script, primary script, script, secondary script. Network Skill-Based Routing An optional feature with Contact Center Manager Server that provides skillbased routing to multiple networked sites. network skillset A skillset common to every site on the network. Network skillsets must be created at the Network Control Center (NCC). night mode A skillset state in which the server does not queue incoming calls to the skillset, and in which all queued calls are given night treatment. A skillset goes into night mode automatically when the last agent logs off, or the administrator can put it into night mode manually. See also out-of-service mode, transition mode.
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Nortel server subnet The subnet to which the Nortel servers, such as Contact Center Manager Server, Network Control Center, Contact Center Manager Administration, Contact Center Multimedia, and CallPilot are connected. Nortel VPN Router Switch A Nortel product that provides routing, firewall, bandwidth management, encryption, authentication, and data integrity for secure tunneling across managed IP networks and the Internet. NPA See Number Plan Area. NSBR See Network Skill-Based Routing. Number Plan Area Area code
O
object linking and embedding A compound document standard that enables you to create objects with one application, and then link or embed them in a second application. ODBC See Open Database Connectivity. OEM Original equipment manufacturer Office hours Hours configured in the contact center where e-mail messages can be routed using one method when the contact center is open, and another method when the contact center is closed. OLE See object linking and embedding.
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Open Database Connectivity A Microsoft-defined database application program interface (API) standard. Open Shortest Path First A routing algorithm that provides least-cost routing, multipath routing, and load balancing. Optivity Telephony Manager A Nortel application used for switch management. OSPF See Open Shortest Path First. OTM See Optivity Telephony Manager. outbound campaign A group of outgoing calls from the contact center for a specific purpose, for example, customer satisfaction surveys. Outbound Campaign Management Tool An administrator tool accessed through Contact Center Manager Administration for configuring outbound campaigns. outbound contact An outgoing voice call intelligently routed to an agent according to a skillset within a defined time interval. The call can be dialed by the agent or the switch. out-of-service mode A skillset state in which the skillset does not take calls. A skillset is out of service if no agents are logged on or if the supervisor puts the skillset into outof-service mode manually. See also night mode, transition mode. out-of-service skillset A skillset not taking any new calls. While a skillset is out of service, incoming calls cannot be queued to the skillset. See also local skillset, network skillset, skillset.
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P
Glossary
patch See Designer Patch. PBX See private branch exchange. pegging The action of incrementing statistical counters to track and report on system events. pegging threshold A threshold used to define a cut-off value for statistics, such as short call and service level. Pegging thresholds are used in reports. PEP Performance Enhancement Package. Now known as Designer Patch. See Designer Patch. Performance Enhancement Package Now known as Designer Patch. See Designer Patch. personal directory number A DN on which an agent can be reached directly, usually for private calls. phoneset The physical device, connected to the switch, to which calls are presented. Each agent and supervisor must have a phoneset. phoneset display The display area on an agent’s phoneset where information about incoming calls can be communicated. PIM See Protocol Independent Multicast. Platform Vendor Independence A software-only contact center solution, which operates on any hardware platform that meets specified requirements.
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Position ID A unique identifier for a phoneset, used by the switch to route calls to the phoneset. Referred to as Telephony/Port Address in Contact Center Manager Server. primary ACD-DN A directory number that callers can dial to reach an ACD group. primary script A script executed or referenced by the Master script. A primary script can route calls to skillsets, or it can transfer routing control to a secondary script. See also Master script, network script, script, secondary script. priorities Two sets of priorities affect queuing and call presentation: agent priority per skillset and call priority. For both sets of priorities, the lower in value of the number indicates a greater priority in presentation. All idle agent queues and all pending request queues always queue by priority as its top precedence. All other queuing options, such as age of call and agent idle time, take a lower precedence than priority. See also call priority and agent priority per skillset. private branch exchange A telephone switch, typically used by a business to service its internal telephone needs. A PBX usually offers more advanced features than are generally available on the public network. Protocol Independent Multicast A protocol that provides efficient routes for multicast traffic that must cross the Internet to reach members of sparsely distributed multicast groups. PSTN See public switched telephone network. public switched telephone network The international network of private and government-owned voice-oriented public telephone networks.
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R
Glossary
RAID See Redundant Array of Intelligent/Inexpensive Disks. RAN recorded announcement RAN route See recorded announcement route. RAS See Remote Access Services. Real-time Statistics Multicast An interface that provides real-time information to third-party applications in either multicast or unicast format. recipient mailbox A container on the e-mail server that hold e-mail messages. Standard mailboxes are monitored by the Contact Center E-mail Manager, which routes the e-mail to an agent or group of agents (skillset) based on an analytical search of the sender address, the recipient address, the subject and body of an e-mail message for predetermined keywords, or a combination of these. The e-mail server must be compliant with Post Office Protocol 3 (POP3) and Standard Mail Transfer Protocol (SMTP). recorded announcement route A resource installed on the switch that offers a recorded announcement to callers. Redundant Array of Intelligent/Inexpensive Disks A category of disk drives that employs two or more drives in combination for fault tolerance and performance. redundant server A warm standby server, used for shadowing the Multimedia database on the Multimedia server and providing a quick recovery if the primary server fails.
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relational expression An expression used in scripts to test for different conditions. Relational expressions are less than (<), greater than (>), less than or equal to (< =), greater than or equal to (> =), and not equal to (< >). See also expression, logical expression, mathematical expression. Remote Access Services A feature built into Windows NT and Windows 95 that enables users to log on to an NT-based LAN using a modem, X.25 connection, or WAN link. This feature is also known as Dial-Up Networking. Replication Server A server that backs up the active Contact Center Manager Server to the standby Contact Center Manager Server in real time. reporting supervisor The supervisor who has primary responsibility for an agent. When an agent presses the Emergency key on the phoneset, the emergency call is presented to the agent’s reporting supervisor. See also associated supervisor. Resource Reservation Protocol The protocol used by routers to allow host systems in an IP network to reserve resources for unicast or multicast dataflows. round robin routing table A routing table that queues the first call to the first three sites in the routing table, then the second three sites, then the third three sites, and so on, until an agent is reserved at one of the sites. See also sequential routing table. route A group of trunks. Each trunk carries either incoming or outgoing calls to the switch. See also music route, RAN route. router A device that connects two LANs. Routers can also filter messages and forward them to different places based on various criteria.
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routing table A table that defines how calls are routed to the sites on the network. See also round robin routing table, sequential routing table. RSM See Real-time Statistics Multicast. RSVP See Resource Reservation Protocol. rule See e-mail rule.
S
sample script A script installed with the Contact Center Manager Server client. Sample scripts are stored as text files in a special folder on the client. The contents of these scripts can be imported or copied into user scripts to create scripts for typical contact center scenarios. SCM See Service Control Manager. script A set of instructions that relates to a particular type of call, caller, or set of conditions, such as time of day or day of week. See also Master script, network script, primary script, secondary script. script variable See variable. second-level threshold The value used in display thresholds that represents the highest value of the normal range for a given statistic. The system tracks how often the value for the statistic falls outside this value.
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Standard 7.03
secondary directory number A DN defined on the agent’s phoneset as a Centrex line for incoming and outgoing non-ACD calls. secondary script Any script (other than a Master, network, or primary script) referenced from a primary script or any other secondary script. Statistics are not pegged for actions occurring during a secondary script. See also Master script, network script, primary script, script. sequential routing table A routing table method that always queues a call to the first three active sites in the routing table. See also round robin routing table. server A computer or device on a network that manages network resources. Examples of servers include file servers, print servers, network servers, and database servers. Contact Center Manager Server is used to configure the operations of the contact center. See also client. server subnet The subnet to which the Nortel servers, such as Contact Center Manger Server, Network Control Center, Contact Center Manager Administration, Contact Center Multimedia, and CallPilot are connected. service A process that adheres to a Windows NT structure and requirements. A service provides system functionality. Service Control Manager A Windows NT process that manages the different services on the PC. service level The percentage of incoming calls answered within a configured number of seconds.
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Glossary
service level threshold A parameter that defines the number of seconds within which incoming calls should be answered. Service Update A Contact Center supplementary software application that enhances the functionality of previously released software by improving performance, adding functionality, or correcting a problem discovered since the original release. All previous Service Updates (SUs) for the release are included in the latest Service Update. For example, SU02 contains the contents of SU01 as well as the fixes delivered in SU02. SU03 contains SU01, SU02, and the fixes delivered in SU03. See also Service Update Supplementary and Designer Patch. Service Update Supplementary A stand-alone Contact Center supplementary software application installed on top of a specific Service Update (SU). It does not contain the contents of previous SUs. The next SU includes SUSs built on top of previous SUs. For example, SUS0301 is installed on top of SU03. SU04 contains SU03 and SUS0301 (and any subsequent SUSs built on top of SU03). See also Service Update and Designer Patch. Session Initiation Protocol An application-layer control (signaling) protocol for creating, modifying, and terminating sessions with one or more participants. Simple Network Management Protocol A systematic way of monitoring and managing a computer network. The SNMP model consists of four components:
managed nodes, which are any device, such as hosts, routers, and printers, capable of communicating status to network-management systems through an SNMP management process called an SNMP Agent management stations, which are computers running special network management software that interact with the Agents for status management information, which is conveyed through exact specifications and format of status specified by the MIB Management Protocol or SNMP, which sends messages called protocol data units (PDUs)
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Standard 7.03
SIP See Session Initiation Protocol. SIP Terminal The SIP Address of the TR87 controlled terminal dedicated to this agent. This is the phone number that the agent controls, combined with the domain of the agent in the SIP URI. SIP URI The SIP Address for the agent as configured on the target SIP server. The SIP Address uniquely identifies the agent on the SIP network. site 1. A system using Contact Center Manager Server that can be accessed using Server Utility. 2. A system using Contact Center Manager Server and participating in Network Skill-Based Routing. skillset A group of capabilities or knowledge required to answer a specific type of call. See also local skillset, network skillset. skillset intrinsic A script element that inserts information about a skillset in a script. Skillset intrinsics return values such as skillsets, integers, and agent IDs. These values are then used in queuing commands. See also call intrinsic, intrinsic, time intrinsic, and traffic intrinsic. SL-100 Stored Logic 100 switch SNMP See Simple Network Management Protocol. source site The site from which an incoming network call originates. See also destination site.
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Glossary
standby In skillset assignments, a property that grants an agent membership in a skillset, but makes the agent inactive for that skillset. standby server A server that contains an up-to-date version of the database, for use when the active server becomes unavailable. SU See Service Update. supervisor A user who manages a group of agents. See also associated supervisor and reporting supervisor. supplementary ACD-DN A DN associated with a primary DN. Any calls to the supplementary DN are automatically routed to the primary DN. A supplementary DN can be a toll-free (1-800) number. SUS See Service Update Supplementary. switch See telephony switch. switch resource A device configured on the switch. For example, a CDN is configured on the switch and then used as a resource with Contact Center Manager Server. See also acquired resource. system-defined scripts The Master_Script and the Network_Script (if NSBR is enabled). Users can customize or deactivate these scripts, but they cannot delete them. These scripts are the first scripts executed for every local or network call arriving at the contact center.
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Glossary
T
Standard 7.03
TAPI See Telephony Application Program Interface. target site See destination site. TCP/IP See Transmission Control Protocol/Internet Protocol. TDM See Time-Division Multiplex. telephony The science of translating sound into electrical signals, transmitting them, and then converting them back to sound. The term is used frequently to refer to computer hardware and software that perform functions traditionally performed by telephone equipment. telephony switch The hardware that processes calls and routes them to their destination. Telephony Application Program Interface An interface between the switch and an application that allows the application to control the telephone on a user’s desktop. threshold A value for a statistic at which system handling of the statistic changes. threshold class A set of options that specifies how statistics are treated in reports and real-time displays. See also display threshold, pegging threshold. Time-Division Multiplex A method of transmission in which a signal is separated into multiple segments at the transmission source, and then reassembled at the receiving end.
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time intrinsic A script element that stores information about system time, including time of day, day of week, and week of year. See also call intrinsic, intrinsic, skillset intrinsic, traffic intrinsic. Token Ring A PC network protocol developed by IBM. A Token Ring network is a type of computer network in which all the computers are arranged schematically in a circle. traffic intrinsic An intrinsic that inserts information about system-level traffic in a script. See also call intrinsic, intrinsic, skillset intrinsic, time intrinsic. transition mode A skillset state in which the server presents already queued calls to a skillset. New calls queued to the skillset are given out-of-service treatment. See also night mode, out-of-service mode. Transmission Control Protocol/Internet Protocol The communication protocol used to connect devices on the Internet. TCP/IP is the standard protocol for transmitting data over networks. treatment See call treatment. trunk A communications link between a PBX and the public central office, or between PBXs. Various trunk types provide services such as Direct Inward Dialing (DID trunks), ISDN, and Central Office connectivity.
U
user-created script A script created by an authorized user on the Contact Center Manager system. Primary and secondary scripts are user created scripts. user-defined script A script modified by an authorized user on the Contact Center Manager system.
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utility A program that performs a specific task, usually related to managing system resources. Operating systems contain a number of utilities for managing disk drives, printers, and other devices.
V
validation The process of checking a script to ensure that all the syntax and semantics are correct. A script must be validated before it can be activated. variable A placeholder for values calculated within a script, such as CLID. Variables are defined in the Script Variable Properties sheet and can be used in multiple scripts to determine treatment and routing of calls entering Contact Center Manager Server. See also call variable, global variable. Virtual Private Network A private network configured within a public network to take advantage of the economies of scale and management facilities of large networks. Voice Extensible Markup Language Allows a user to interact with the Internet through voice-recognition technology. Voice over IP Voice traffic transmitted in digital format using the IP protocol. voice port A connection from a telephony port on the switch to a port on the IVR system. VPN See Virtual Private Network. VXML See Voice Extensible Markup Language.
W 220
WAN See wide area network. Contact Center Manager
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Glossary
Web-on-hold A set of URLs that a customer sees after requesting a text chat session, and before the agent connects to the Web Communications contact. wide area network A computer network that spans a relatively large geographical area. Typically, a WAN consists of two or more local area networks (LANs). The largest WAN in existence is the Internet. workload scenarios Sets of configuration values defined for typical patterns of system operations. Five typical workload scenarios (entry, small, medium, large, and upper end) are used in the Capacity Assessment Tool for capacity analysis for Contact Center Manager.
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Contact Center Manager
Index A abandoned calls 163, 166 outbound network calls 164 Abnd field 163, 166 access classes, adding 52 access rights 12 ACD-DN Call field 160 Acquired? box 123, 125 Add Site dialog box 61 adding access classes 52 desktop users 52 network commands to scripts 54 routing table assignments 102 sites at the NCC 52, 77 sites to routing tables 100, 106 sites to the communications database with Nbconfig 61 table routing assignments 53 address settings, resetting 173 Address Table property page 63 administering NCC 69 servers 119 agent order preference, configuring 143 agent priority and average speed of answer routing 34 and longest idle agent routing 34 agent reservations are canceled before calls are presented 179 method for selecting agents 92 Agent Reserve Timer box 139 and Nodal Request Wait Timer 140 agent wait time 167 agents assigning to network skillsets 94 calls answered by 163 in service 159 methods for choosing 92 Not Ready 159 Network Control Center Administrator’s Guide
on ACD-DN calls 160 on DN calls 160 on NACD-DN calls 160 on network skillset calls 159 on other skillset call 160 on skillset call 159 waiting 159 Agts Waiting field 159 Ansd field 163, 166 answer delay average 163 network calls 164 answered calls 163, 166 outbound network 164 Application field 162 arrived calls 163 Arrived field 163 assigning agents to network skillsets 53, 94 assignments, routing table. See routing table assignments average answer delay 163, 167 network calls 164 average speed of answer routing 34, 92 and agent reserve timer 139 example 41 Avg Ans Dly field 163, 167
B before importing filters 65
C call processing, priority of 30 Call Request Queue Size box 47, 141, 147 Call Type box 123, 125 call-by-call reports. See network call-by-call reports statistics. See network call-by-call statistics calls 223
Index
abandoned 163, 166 abandoned outbound network 164 ACD-DN, agents on 160 answered 163, 166 answered, outbound network 164 arrived 163 DN, agents on 160 for network skillset not routed out 175 NACD-DN, agents on 160 network skillset, agents on 159 network, answer delay 164 offered 166 queuing 33 requesting routing 163 routed out 163 routing 35 skillset, agents on 159 waiting 162, 166 waiting, outbound network 163 calls, other skillset agents on 160 cancellation of agent reservations before calls are presented 179 CDNs, network advantage of multiple 121 configuring on the server 16, 53, 120, 121 configuring on the switch 51, 122, 126 example with multiple 122 changing relative time 81 routing table assignments 106 to daylight saving time 80 choosing agents, methods for 92 destination sites 34 CLAN 31 IP addresses 60 propagating NSBR configuration information over 30 CLAN IP Address box 62 Classic Client migrating filters from 65 client PCs 27 providing site information to, for generation of reports 73 collecting
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network call-by-call statistics 30 network historical statistics 53 Communication Status box 148 communications database configuring at the NCC 56, 60 verifying at each server 57, 63 configuration information propagating to sites 30, 72 synchronizing manually 84 use of, by sites 73 configuration reports 31 configuring agent order preference 143 communications database 56, 60 multiple network CDNs 121 network CDNs on the server 16, 53, 120, 121 network CDNs on the switch 51, 122, 126 network communication parameters 53, 129 network historical statistics collection 113, 116 network script 54 network skillsets on the server 16, 53, 120, 141 NSBR 29, 51 routing tables 53 connection to NCC, verifying 172 Consolidated Agent Position Status Count 158 consolidated real-time displays, network 153 consolidated reports. See network consolidated reports, reports Consolidated Skillset Display 165 converting local skillsets to network skillsets 33, 88 network skillsets to local skillsets 89 creating. See adding Customer LAN. See CLAN
D Date and Time settings, Windows 74 daylight saving time, changing to 80 defining. See adding delay, average answer 163 deleting network skillsets 89
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Index
network skillsets at the NCC 96 routing table assignments 112 sites from routing tables 100, 107 sites from the network 82 desktop users, adding 52 destination sites choosing 34 dialable DN 129, 138 disk space and troubleshooting problems with network call-by-call statistics 177 distributing network skillsets 88 NSBR configuration information to sites 30, 72 distribution of network skillsets fails, troubleshooting 174 DN Call field 160 DN, dialable 129 documents in Contact Center 21
filtering 45 network skillsets 146 of remote sites, troubleshooting 175 sites 145 stopping for network skillsets 151 stopping for remote sites 151 filters 155, 156 and partitions 65 importing utility 66 limitations when importing 66 migrating from Classic Client to Symposium Web Client 65 preparing to import 65 first back routing 34, 92 example 37 Flags column 63 Flow Control Threshold box 47, 141, 147 Force Synchronization check box 61
E
GMT, time zone relative to, in network call-bycall reports 75
ELAN 27, 31 Embedded LAN. See ELAN example average speed of answer routing 41 first back routing 37 longest idle agent routing 39 longest idle agent routing with different agent priorities 42 longest idle agent routing with no available agents 43 manually stopping filtering for remote sites and network skillsets 150 network skillset filtering 147 site filtering 146 using multiple network CDNs 122
F features, optional 13 filter status for remote sites and network skillsets 147 Filter Timer box 45, 89 Network Control Center Administrator’s Guide
G H historical statistics collection. See network historical statistics collection
I idle time 167 preference, configuring 143 In Srv field 159 Include Local Node box 142 incoming network calls number answered 167 number offered 167 wait time 167 installing NCC 52, 55, 56 NSBR 56 Symposium Call Center Server 52 interaction between NCC and sites 70 225
Index
IP addresses, CLAN 60
K Keep Network Call-by-Call data for box 116
L limitations for importing filters 66 local skillsets converting network skillsets to 89 converting to network skillsets 33, 88 Long Wait Last Call field 167 longest idle agent routing 34, 92 and agent order preference 141 and agent reserve timer 139 example 39 example with different agent priorities 42 example with no available agents 43
M managing network skillsets 87 manually stopping filtering for network skillsets 151 stopping filtering for remote sites 151 Max Wait Time field 169 maximum queue size 47 Meridian 1 switch 28 migrating filters 65 monitoring network performance 153 moving sites in routing tables 101, 108
N NACD 32, 51 NACD-DN Call field 160 Name box 123, 124 Nbconfig utility 63, 77 adding sites to the communications database with 61 226
Standard 7.03
starting 60 nbconfig utility 56 NCC 29 adding network skillsets at 94 adding sites at 77 administering 69 and communication between sites 29 deleting network skillsets at 96 fails to receive network call-by-call statistics, troubleshooting 177 impact of changes on sites 70 installing 52, 55, 56 managing sites at 71 upgrading 58 verifying the connection to 172 network commands, adding to scripts 54 deleting sites from 82 using multiple CDNs 121 Network ACD. See NACD Network call rate box 117 network call-by-call reports 31 time zone conversion in 74 network call-by-call statistics 30, 114 troubleshooting collection problems 177 network calls, answer delay 164 network CDNs advantage of multiple 121 configuring on the server 16, 53, 120, 121 configuring on the switch 51, 122, 126 example with multiple 122 Network Communication Parameters window 138, 147, 151 network communication parameters, configuring 53, 129 network consolidated real-time displays 153 network consolidated reports 31 time zone conversion in 76 Network Control Center. See NCC network historical statistics collection 53, 114 configuring 113, 116 network script, configuring 54 Network Sites box 109 Network Skill-Based Routing. See NSBR Network Skillset box 148 network skillset calls, agents on 159
Contact Center Manager
December 2007
Network Skillset Name box 95 network skillsets 33, 52, 88 adding 52 adding at the NCC 94 assigning agents to 53, 94 configuring on the server 16, 53, 120, 141 converting local skillsets to 88 converting to local skillsets 89 deleting 89 deleting at the NCC 96 filter status for remote sites 147 filtering 146 in scripts 93 managing 87 maximum queue size 47 propagation 88 resynchronizing 89 routing table 89 stopping filtering for 151 troubleshooting 174 upgrading 64 network summary 154 Network_Script 48 Networking Historical Statistics window 116 networking method 92 Networking Method box 95 night mode 48 ninoam_promote utility 64 Nodal Request Wait Timer box 139 and Agent Reserve Timer 140 Not Rdy field 159 Not Ready agents 159 NSBR configuration information, propagating 30, 72 configuration information, synchronizing manually 84 configuration information, use of by sites 73 configuring 29, 51 installing 56 upgrading 57 Ntwk Avg Ans Dly field 164 Ntwk In Ansd field 167 Ntwk In Offer field 167 Ntwk In Wait field 167 Ntwk Out Abnd field 164
Network Control Center Administrator’s Guide
Index
Ntwk Out Ansd field 164 Ntwk Out Req field 163 Ntwk Out Rou field 163 Ntwk Out Wait field 163 Ntwk SklSet Call field 159 Number box 123, 124 Number of Retries box 45, 139
O Offer field 166 offered calls 166 optional features 13 Other SklSet Call field 160 out-of-service skillsets 48
P partitions and filters 65 performance, monitoring network 153 ping command 173 priority and average speed of answer routing 34 and longest idle agent routing 34 call processing and propagation of NSBR configuration information 30 propagating network skillsets 88 NSBR configuration information to sites 30, 72 propagation of network skillsets failure, troubleshooting 174
Q queue size, maximum 47 Queue To Network Skillset command 33, 94, 96 Queue To Skillset command 37, 94 Queued intrinsic 48 queuing calls 33
227
Index
Standard 7.03
R
S
real-time displays, network consolidated 153 related documents 21 relative time, changing 81 Relative to GMT box 80 remote sites filter status 147 stopping filtering for 151 reports NCC 31 providing site information to client PCs for generation of 73 troubleshooting incorrect times on 178 See also network call-by-call reports, network consolidated reports Required box 117 reserving agents, methods 92 reset assignments 105 resetting all site and address settings 173 resynchronizing network skillsets 89 retries 45 Retry Timer box 45, 139 round robin routing table 91 routed calls 163 routers 32 routing 35 average speed of answer 34 first back 34 longest idle agent 34 method 91, 95 problems, troubleshooting 172, 175, 179 routing table assignments adding 53, 102 changing 106 deleting 112 scheduling 104, 109 routing tables 89 adding sites to 100, 106 configuring 53 deleting sites from 100, 107 moving sites in 101, 108 types 91 routing, calls requesting 163 RptSets utility 66 RptSets.mdb file 66, 67
scheduling routing table assignments 104, 109 scripts adding network commands to 54 using network skillsets in 93 selecting agents, methods 92 destination sites 34 sequential routing table 91 servers 28 adding to the communications database with Nbconfig 61 administering 119 communication between 29 configuring network CDNs on 16, 53, 120, 121, 124 configuring network skillsets on 16, 53, 120, 141 impact of NCC changes on 70 upgrading 58 use of configuration information by 73 validating 30, 72 verifying communications database at 57, 63 service level 163, 167 service, agents in 159 setting up NSBR 51 Site field 159, 162, 166 Site Filter box 148 site summary 154 Site Table property page 61, 83 sites 27, 72 adding at the NCC 52, 77 adding to routing tables 100 adding to the communications database with Nbconfig 61 communication between 29 deleting from routing tables 100 deleting from the network 82 filtering 145 impact of NCC changes on 70 managing at NCC 71 moving in routing tables 101 not routing or receiving calls troubleshooting 172 propagating NSBR configuration information
228
Contact Center Manager
December 2007
to 30, 72 propagation of network skillsets to 88 resetting 173 synchronizing 72 synchronizing manually 84 use of configuration information by 73 size, maximum queue 47 skillset calls agents on 159 agents on network 159 agents on other 160 Skillset field 159, 166 Skillset Filter box 149 Skillset Properties window 141 skillsets, out-of-service 48 SklSet Call field 159 special characters and filter import utility 66 Srv Lvl % field 163, 167 starting Nbconfig utility 60 statistics. See network call-by-call statistics, network historical statistics collection stopping filtering for network skillsets 151 filtering for remote sites 151 summary network 154 site 154 switch 28 configuring network CDNs on 51, 122, 126 Symposium Call Center Server, installing 52 Symposium Web Client migrating filters to 65 synchronizing sites 72, 84
T table routing assignments. See routing table assignments table, routing. See routing table Time and Date settings, Windows 74 time zone change, restarting Symposium Call Center Server after 74 conversion, in consolidated reports 76 conversion, in network call-by-call reports 74
Network Control Center Administrator’s Guide
Index
relative to GMT, in network call-by-call reports 75 synchronization, troubleshooting problems with 178 time, changing to daylight saving 80 tracert command 173 transition mode 48 troubleshooting 171 call routing 179 incorrect report times 178 network call-by-call statistic collection 177 network skillsets 174 site not routing or receiving calls 172 types of routing tables 91
U upgrading NCC 58 network skillsets 64 NSBR 57 servers 58
V validating servers 30, 72 verifying communications database at each server 57, 63 the connection to the NCC 172 virtual call center 93 and Target Node Count 91
W Wait field 162, 166 wait time for incoming network calls 167 waiting agents 159 waiting calls 162, 166 outbound network 163 WAN 32 Wide Area Network 32 Windows Date and Time settings 74
229
Index
230
Standard 7.03
Contact Center Manager
Reader Response Form Contact Center Manager Product release 6.0 Network Control Center Administrator’s Guide
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m r m o r F o F e s e n s o n p o s p e s e R R r e r d e a RReead
Nortel Contact Center Manager Network Control Center Administrator’s Guide Nortel Networks Mervue Business Park Galway, Ireland Copyright © 2007 Nortel Networks. All Rights Reserved. Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Meridian 1 and Contact Center Manager is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.
Publication number: Product release: Document release: Date:
297-2183-932 6.0 Standard 7.03 December 2007
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