Network Call Center Administrators Guide

297-2183-908

Nortel Networks Symposium Call Center Server Network Control Center Administrator’s Guide Product release 5.0

Standard 1.0

June 2004

Nortel Networks Symposium Call Center Server Network Control Center Administrator’s Guide

Publication number: Product release: Document release: Date:

297-2183-908 5.0 Standard 1.0 June 2004

Copyright © 2004 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 Symposium Call Center Server 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, Meridian, Meridian 1, Optivity, Succession, and Symposium are trademarks of Nortel Networks. MICROSOFT, WINDOWS, WINDOWS NT, and WINDOWS XP are trademarks of Microsoft Corporation.

Publication history June 2004

The Standard 1.0 version of the Nortel Networks Symposium Call Center Server Network Control Center Administrator’s Guide, Release 5.0 is released.

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Publication history

vi

Standard 1.0

Symposium Call Center Server

Contents 1

Getting started Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . What’s new in Release 5.0? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Symposium Call Center Server network . . . . . . . . . . . . . . . . . . . . . . . . . . . . Introduction to Network Skill-Based Routing . . . . . . . . . . . . . . . . . . . . . . . . Examples. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Retries and filtering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

2

NCC configuration overview

9 10 12 14 19 22 29

33

Configuration overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

3

Installing Network Skill-Based Routing Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing the NCC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring the communications database. . . . . . . . . . . . . . . . . . . . . . . . . . . Upgrading Release 4.x skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Migrating filter sets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

4

Administering the NCC

37 38 40 41 46 48

51

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Section A: Managing sites Overview of sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Time zone conversion. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Adding a site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Changing to daylight saving time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Deleting a site from the network. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Synchronizing sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

53 54 56 59 62 64 65

Section B: Managing network skillsets Overview of network skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Adding a network skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Deleting a network skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

67 68 74 76

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Section C: Managing routing tables 77 Configuring the routing table for a site. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 Section D: Managing routing table assignments Overview of routing table assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Adding a new routing table assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Changing the routing table for an assignment . . . . . . . . . . . . . . . . . . . . . . . . Deleting an assignment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

81 82 83 87 91

Section E: Configuring historical statistics collection 93 Overview of historical statistics collection. . . . . . . . . . . . . . . . . . . . . . . . . . . 94 Configuring historical statistics collection . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

5

Administering servers

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Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring a network CDN. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring communication parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring network skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . Monitoring and stopping filtering. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

6

Monitoring network performance

117

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Consolidated Agent Position Status Count. . . . . . . . . . . . . . . . . . . . . . . . . . Consolidation Application Display. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Consolidated Skillset Display. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

7

Troubleshooting

118 122 125 129

135

If your server is not routing or receiving calls . . . . . . . . . . . . . . . . . . . . . . . Problems with network skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Problems collecting network call-by-call statistics . . . . . . . . . . . . . . . . . . . Times on reports are incorrect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Problems with call routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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100 101 104 108 111

136 138 141 142 143

Glossary

145

Index

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Symposium Call Center Server

Chapter 1

Getting started In this chapter Overview

10

What’s new in Release 5.0?

12

Symposium Call Center Server network

14

Introduction to Network Skill-Based Routing

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Examples

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Retries and filtering

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Overview Introduction The Nortel Networks Symposium Call Center Server Network Control Center Administrator’s Guide provides information on how to implement Network Skill-Based Routing (NSBR) in your call center. For information on using or administering other tools and features of the Symposium Call Center Server components, refer to the appropriate document.

Who should read this guide This guide is for Symposium Call Center Server administrators who are responsible for setting up and maintaining NSBR in a call center with multiple servers in Symposium Call Center Server. All servers in the call center must be running Symposium Call Center Server Release 4.0, Release 4.2, or Release 5.0. Notes: !

Some of the features described in this guide are available only on servers running Release 5.0.

!

Support for networked Release 4.0 and Release 4.2 sites in a Symposium Call Center Server Release 5.0 network is limited by the release’s lifecycle rating. Lifecycle dates and support levels are published on the Partner Information Center (PIC) website.

Types of experience or knowledge that can be useful include

10

!

networking

!

troubleshooting

!

configuring Windows 2000 Server

!

call center goals and operations

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Access rights This guide assumes that you have the access rights required to perform the procedures in this guide. Since 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 on access rights, refer to the Administrator’s Guide. The process of logging on to the NCC is the same as logging on to any other server in Symposium Call Center Server. You can use either the Classic Client application or Symposium Web Client to manage the NCC server. Note: The new Release 5.0 features are configurable only from Symposium Web Client Release 4.5 SU03.

Optional features Some features described in this guide are optional. To give you access to features, Nortel Networks supplies a special code called a keycode. Use this code when you install the Symposium Call Center Server software. Fields and commands for features that you have not purchased are not visible.

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What’s new in Release 5.0? Introduction Release 5.0 introduces the following new features: !

queueing to up to 20 network sites

!

virtual call center

!

longest idle agent

!

average speed of answer

Queuing to up to 20 network sites In previous releases, network calls could be queued to only three network sites. With Release 5.0, network calls can be queued to up to 20 network sites. Notes: !

The Symposium Call Center Server network can contain 30 sites, but only 20 sites can be added to the routing table for a network skillset.

!

The greater the number of sites to which calls are queued, the greater the amount of CLAN traffic. Make sure that your CLAN is provisioned to support this traffic. Use the CapTool to determine your bandwidth requirements. For more information, see the Planning and Engineering Guide.

Virtual call center In previous releases, a Queue to Network Skillset command only queued calls to remote sites; it did not queue calls to the local site. To allow a call to be queued to the local site, you had to include a Queue to Skillset command. Usually, a call was queued locally before the agent reservations were received from the remote sites; thus, calls queued to both local and network skillsets were usually answered at the local site.

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In Release 5.0, you can choose to queue calls to the source (local) site, as well as to network sites, when executing the Queue to Network Skillset command. When combined with the longest idle agent feature, this feature helps distribute call load evenly between the sites in the network. Note: This feature can result in higher costs for inter-switch transfers. For example, if you use this feature, combined with the longest idle agent feature, calls may be transferred to remote sites even if a local agent is available.

Longest idle agent In previous releases, the source node routed the call to the first site from which it received an agent reservation notice. This ensured that calls were answered as quickly as possible. However, it could result in an uneven distribution of calls: agents at the site with the fastest communication channels could be busier than agents at sites with slower connections. In Release 5.0, you can choose to route the call to the agent with the highest skillset priority, or—if more than one available agent has the same priority—to the agent with the longest idle time. To facilitate comparison of different available agents, the server must wait a configurable amount of time to receive agent reservation notices from the target sites. During this period, the server compares the priority and idle time of the reserved agents, and chooses the appropriate one. Then it routes the call to the selected site.

Average speed of answer Instead of using longest idle agent in routing decisions, you can use average speed of answer. If you choose this option, the server examines the agent reservation notices to determine the skillset priority of the available agents and the average speed of answer for the network skillset. It then routes the call to the agent with the highest priority. If more than one agent has the same priority, it routes the call to the site at which the skillset has the lowest average speed of answer. This feature can help ensure that calls are sent to the most efficient sites in the network.

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Symposium Call Center Server network Components of the Symposium Call Center Server network

Symposium Call Center Server

Symposium Web Client Application Server

CLAN

Supervisor workstations Meridian 1/ Succession 1000 Switch

ELAN Router Hub NCC NACD

WAN

Meridian 1/ Succession 1000 Switch

Router

CLAN

ELAN

Supervisor workstations Symposium Call Center Server

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Sites The network can contain up to 30 sites. A site is a location in the network with a Meridian 1 or Succession 1000 switch and a server in Symposium Call Center Server. The server connects to the switch through the Embedded LAN (ELAN). In addition, each site has client PCs, which are used to configure and monitor the call center. The client PCs communicate with the server over the customer LAN (CLAN). Meridian 1/Succession 1000 switch The switch is the hardware and software that receives incoming calls and routes them to their destination. Notes: !

!

In all instances in this guide, “Meridian 1 switch” refers to both the Meridian 1 switch and the Meridian 1 Internet Enabled switch, unless otherwise noted. Release 1.1 of the Succession 1000 switch only supports IP line and trunk networking. IP peer networking is supported in Release 2.0.

Symposium Call Center 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.

Network Control Center The Network Control Center (NCC) is a server in the Symposium Call Center Server network. However, unlike the other servers in Symposium Call Center Server, it is not connected to a switch, and it performs no call routing or processing. Instead, it is responsible for !

managing communication between servers

!

propagating configuration information

!

validating servers

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!

collecting network call-by-call statistics (statistics recording call events occurring at the destination site)

!

producing consolidated, network call-by-call, and configuration reports

Note: 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. Managing 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 3, “Installing Network Skill-Based Routing.” Configuring Network Skill-Based Routing From the NCC, you must perform these tasks to enable NSBR: !

configure sites—servers to which network calls can be 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 created or modified, this configuration information is propagated to all servers in the network. Propagating NSBR configuration information The NCC uses the CLAN 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

Note: Call processing has a higher priority than synchronization of network information. This ensures that customer service is not disrupted by propagation of configuration information.

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Validating 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. Collecting 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. Notes: !

Network call-by-call events are delivered to the NCC over the CLAN. 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 target server until the NCC becomes available again. If the target server runs out of disk space before the NCC becomes available, it overwrites the oldest network call-by-call data file with the new one.

Producing reports From a client PC connected to the NCC, you can generate the following types of reports: !

consolidated reports—These reports allow you to report on an application or skillset’s performance across the network.

!

network call-by-call reports—These reports allow you to report on all events relating to networked calls.

!

configuration reports—These reports allow you to view the setup of the NCC.

Note: Ensure that your network is provisioned to support the traffic generated by consolidated, network call-by-call, and configuration reports. For more information, refer to the Planning and Engineering Guide.

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ELAN In a networking environment, the ELAN is used for communication between the switch and Symposium Call Center Server.

CLAN In a networking environment, the CLAN is used for !

communication between the server and the client

!

transmission of call-by-call event data from the servers to the NCC

!

transmission of consolidated report data from the servers to the NCC

!

communication between the servers, including ! agent reservation requests transmitted between servers ! configuration data transmitted from the NCC to the other servers

WAN A WAN typically connects two or more local area networks (LANs) at multiple locations.

Routers Routers connect the CLANs at all sites.

NACD The switches communicate over the telephony network, using network ACD (NACD).

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Introduction to Network Skill-Based Routing Introduction Network Skill-Based Routing (NSBR) is an optional feature offered with Symposium Call Center Server. 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 of the same name, the local skillset is replaced with the network 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 on editing scripts, refer to the Symposium Call Center Server Scripting Guide.

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 on routing tables, see “Configuring the routing table for a site” on page 78. Note: A Symposium Call Center Server network can contain 30 destination sites. However, calls can be queued to a maximum of 20 sites. Network Control Center Administrator’s Guide

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Selecting a destination site You can choose a destination site in one of the following ways: First responding site If you choose this option, the server routes the call to the first site from which it receives an agent reservation notification. Since 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. Note: If one or more sites in the routing table for a network skillset are running Symposium Call Center Server Release 4.2 or earlier, you must use this method. Longest idle agent The server waits a configurable amount of time. During this time, it 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 has been idle for the longest time. It then routes the call to the site with the longest idle agent. This method helps distribute call load across the network. Note: If you choose this method, only servers running Symposium Call Center Server Release 5.0 can be added to the routing table for the network skillset. Average speed of answer The server waits a configurable amount of time. During this time, it examines the agent reservation notifications received from the other sites to identify the reserved agents with the highest priority for the skillset, and determine which of these agents is at the site with the fastest average speed of answer for the skillset. It 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. Note: If you choose this method, only servers running Symposium Call Center Server Release 5.0 can be added to the routing table for the network skillset.

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Call routing The originating server instructs the switch to route the call to the destination switch. 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 a network CDN on the destination server in Symposium Call Center Server. The switch uses NACD (the dialing plan) to send the call to the dialable DN at the target site. 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 remains at the target site and is automatically queued to another agent with the required skillset.

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Examples Introduction The examples in this section involve a fictional company, BestAir, which has servers in Toronto, Boston, Dallas, and San Francisco. They show what happens when a call arrives at the Toronto switch.

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 communication cost, and to maximize speed of answer. When the call arrives, the following script is executed: QUEUE TO SKILLSET Bookings WAIT 2 QUEUE TO NETWORK SKILLSET Bookings WAIT 4

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Caller

Switch

Switch NACD

ELAN Bookings (skillset)

Toronto server

Busy agent

Busy agent

ELAN

WAN

Boston server

Bookings (skillset)

Busy agent

Free agent G101332

The script logic results in the following events: 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.)

4.

The Toronto server uses the ELAN to instruct the Toronto switch to route the call to the Boston switch. It sends agent reservation cancellations to the Dallas and San Francisco servers.

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5.

The Toronto switch transfers the call to the Boston switch.

6.

The Boston switch presents the call to the reserved agent.

Since the agent reservation from the Boston server arrives first, the call is routed to Boston.

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 Symposium Call Center Server or ACD call.) The network skillset at the source node has been 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 switch, the following script is executed: QUEUE TO NETWORK SKILLSET Bookings WAIT 4 The script logic results in the following events:

24

1.

The Toronto server queues the call to the Bookings skillset at the Toronto, Boston, Dallas, and San Francisco servers. (It uses the CLAN 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).

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). Since the Boston agent has a lower idle time than the Toronto agent, 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 idle time (5 seconds) and priority Symposium Call Center Server

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(1). Since the Dallas agent has a higher idle time than the Toronto agent, the Toronto server cancels the reservation of 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). Since the San Francisco agent has a higher idle time than the Dallas agent, the Toronto server cancels the reservation of the Dallas agent.

6.

The Toronto server uses the ELAN to instruct the Toronto switch to route the call to the San Francisco switch, which has the longest idle agent.

7.

The Toronto switch transfers the call to the San Francisco switch.

8.

The San Francisco switch presents the call to the reserved agent.

Notes: !

Since 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.

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, since the local site has 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 switch, the following script is executed: QUEUE TO NETWORK SKILLSET Bookings WAIT 4

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The script logic results in the following events:

26

1.

The Toronto server queues the call to the Bookings skillset at the Toronto, Boston, Dallas, and San Francisco servers. (It uses the CLAN and WAN to communicate with Boston, Dallas, and San Francisco.) It waits the configured amount of time (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). Since 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). Since the Dallas server has a faster speed of answer than the Toronto server, the Toronto server cancels the reservation of the Toronto agent.

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). Since 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.

The Toronto server uses the ELAN to instruct the Toronto switch to route the call to the Dallas switch, which has the fastest average speed of answer.

7.

The Toronto switch transfers the call to the Dallas switch.

8.

The Dallas switch presents the call to the reserved agent.

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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 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 CLAN and WAN to communicate with Boston, Dallas, and San Francisco.) It waits the configured amount of time (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).

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). Since the Boston agent has a lower idle time than the Toronto agent, 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 idle time (5 seconds) and priority (2). Since the Dallas agent has a lower priority than the Toronto agent, the Toronto server cancels the reservation of the Dallas 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). Since the San Francisco agent has a lower priority than the Toronto agent, the Toronto server cancels the reservation of the San Francisco agent.

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6.

The Toronto server uses the ELAN to instruct the switch to present the call to the Toronto agent since, of the two agents with the highest priority (1), this agent had the highest idle time.

7.

The Toronto switch presents the call to the Toronto agent.

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 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 CLAN 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.

The Toronto server uses the ELAN to instruct the Toronto switch to route the call to the Boston switch.

4.

The Toronto switch transfers the call to the Boston switch.

5.

The Boston switch presents the call to the reserved agent.

Note: If agents become available at the other servers, they send agent reservation notifications to the Toronto server. The Toronto server then cancels these agent reservations since the call is already being routed to another site.

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Retries and filtering Filtering Filtering temporarily removes from the routing tables any sites that are not accepting routed calls. Before the 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 performs the following tasks: 1.

It cancels the agent reservation.

2.

The server queues the call to the next group of destination sites configured in the routing table.

3.

It 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 has elapsed or until a user manually stops filtering the site. Example 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 cancels all other agent reservations.

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Standard 1.0

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.) Note: If all sites are filtered, control returns to the source script.

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.

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 an 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’s 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.

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Example BestAir Toronto is attempting 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. Note: 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 begins attempting to queue calls for this skillset to Boston.

Out of service skillset at 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 to be reserved at 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 has been 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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Chapter 2

NCC configuration overview In this chapter Configuration overview

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Configuration overview To implement Network Skill-Based Routing (NSBR), you must perform the following configuration and setup tasks: 1.

On the switch, configure the following elements: NACD ! a CDN to be used as a network CDN by the server ! Home Location Code (HLOC) in the Customer data block (under ISDN Networking) For more information, see the Symposium, M1/Succession 1000, and Voice Processing Guide. !

Note: If your network contains servers that are connected to the same switch, each of these servers must belong to a different customer group. 2.

Install Symposium Call Center Server on each server. (Each server must have either Symposium Call Center Server Release 4.x or Release 5.0 installed.) For more information, see the Installation and Maintenance Guide.

3.

Install the Network Control Center (NCC), configure the communications database, and verify that the database has been distributed to the servers (see Chapter 3, “Installing Network Skill-Based Routing”).

4.

At the NCC, use Symposium Web Client to: a. Add access classes. For more information, see the Symposium Web Client documentation. b. Add desktop users. (You cannot configure agents or supervisors at the NCC.) For more information, see the Symposium Web Client documentation. c. Add the sites and configure the target node count (see “Adding a site” on page 59). d. Define the network skillsets (see “Adding a network skillset” on page 74).

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Note: 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, only servers running Symposium Call Center Server Release 5.0 can be added to the routing table for the network skillset. e. Configure the routing tables (see “Configuring the routing table for a site” on page 78). f. Set up table routing assignments (see “Adding a new routing table assignment” on page 83). g. Configure network historical statistics collection (see “Configuring historical statistics collection” on page 96). 5.

At each server: a. Define network CDNs (see “Configuring a network CDN” on page 101). b. Configure the Network Communication Parameters (see “Configuring communication parameters” on page 104). c. Configure network skillsets (see “Configuring network skillset properties” on page 108). Note: If you are using the new Longest Idle Agent feature, ensure that Agent Order Preference (in the Global settings) is configured identically at each site in the network. d. Assign agents to the network skillsets. For more information, see the Symposium Web Client documentation. e. Add network commands to scripts to ensure that calls can be queued to network skillsets. (You must validate scripts after editing them.) For more information, see the Scripting Guide. f. Configure the Network_Script. This is a primary script that controls pegging and termination treatments for incoming network calls. For more information, see the Scripting Guide.

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Symposium Call Center Server

Chapter 3

Installing Network Skill-Based Routing In this chapter Overview

38

Installing the NCC

40

Configuring the communications database

41

Upgrading Release 4.x skillsets

46

Migrating filter sets

48

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Overview New installation To install Network Skill-Based Routing (NSBR) in your contact center for the first time, perform these tasks: Note: If you choose to do a fresh install 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, it must be reentered. 1.

Install the Network Control Center (NCC). See “Installing the NCC” on page 40. The NCC is the server that enables you to configure the network and generate consolidated reports. Note: Since the NCC does not perform call processing, not all services are functional at the NCC. SMonW should indicate that OAM, AUDIT, NCCOAM, and HDM are UP. All other services have UNKNOWN status. For more information about SMonW, refer to the Installation and Maintenance Guide.

2.

On the NCC, use the nbconfig utility to configure the communications database. See “Configuring the communications database” on page 41. The NCC verifies the status of each server and distributes its site table to each server in the network.

ATTENTION

3.

All sites must be using Symposium Call Center Server Release 4.x or Release 5.0, and must have package CCS 300 (Networking) enabled.

On each server, verify that the communications database is set up correctly. 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 a new server is added to the

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network, it receives requests from every other server in the network, and it sends each server a copy of its address table.

Upgrading an existing network To upgrade an existing Release 4.x network to Release 5.0 NSBR, perform these tasks: 1.

Upgrade the NCC. See the Installation and Maintenance Guide.

2.

Upgrade the servers in the network. See the Installation and Maintenance Guide.

3.

Upgrade all network skillsets. See “Upgrading Release 4.x skillsets” on page 46.

4.

Migrate filter sets from the Classic Client to Symposium Web Client. For detailed instructions, see “Migrating filter sets” on page 48. (The filter sets feature allows you to select the resources to be included in a network consolidated report.)

Note: You need not upgrade all of the servers to Release 5.0. However, if one or more servers continues to run Release 4.x, the following limitations apply: !

When you create new network skillsets configured for longest idle agent or average speed of answer, these skillsets are not propagated to Release 4.x sites. However, new networks skillsets configured for the first back network method are propagated to all sites.

!

You cannot upgrade existing network skillsets to Release 5.0. Thus, you cannot configure them for longest idle agent or average speed of answer.

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Installing the NCC Installation of the Network Control Center (NCC) is almost identical to installation of the server in Symposium Call Center Server. There are two differences: !

You must enter a special keycode to identify the server as an NCC server.

!

Since the NCC does not connect to a switch, the installation program does not prompt you for switch information (such as switch name, IP address, or type).

For detailed information on a server installation, refer to the Installation and Maintenance Guide.

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Configuring the communications database Introduction 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. ATTENTION

All servers in the network must be running Symposium Call Center Server Release 4.x or Release 5.0.

Note: All site names and CLAN IP addresses must be unique.

To start the nbconfig utility 1

On the NCC, from the Windows Start menu, choose Run.

2

In the Open box, type nbconfig –admin.

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3

Standard 1.0

Click OK. Result: The Nbconfig property sheet opens.

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To add a server 1

Click the Site Table tab. Result: The Site Table property page appears.

Note: Do not check the Force Synchronization 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 only request address table updates when the NCC notifies them that the site list has changed.) Use the Force Synchronization option if information at a site is not being updated. 2

Click Add. Result: The Add Site dialog box appears.

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3

In the CLAN IP Address box, enter the server’s CLAN IP address.

ATTENTION 4

Standard 1.0

Each server’s CLAN IP address must be unique.

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. Note: To save time and system resources, make all your changes before clicking Verify.

6

When all the servers have been added, verify the connection to the nodal servers by clicking Verify.

7

If all the site names are correct, update the database and synchronize the site table by clicking Apply. 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 server

G

NCC is getting information from server

D

Deleting site

C

Changing site information Click the Address Table tab. Result: The communication addresses of the new servers appear in the address table. Note: This is also how you verify the configuration of the communications database at each server and ensure that each site has valid IP addresses.

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Upgrading Release 4.x skillsets Introduction After all servers in your network have been upgraded to Symposium Call Center Server Release 5.0, you can upgrade your network skillsets to Release 5.0. Once the skillsets are upgraded, you can configure them for Longest Idle Agent or Average Speed of Answer routing.

To upgrade all Release 4.x skillsets 1

On the NCC server, open an MS-DOS window.

2

Type the following command at the command prompt, and then press Enter: D:\Nortel\iccm\bin Result: D:\Nortel\iccm\bin becomes the current directory.

3

Type the following command, and then press Enter: ninoam_promote -admin Result: The utility converts all Release 4.x network skillsets to Release 5.0, and displays the message Database Update Successful.

4

To verify that the procedure was successful, perform these steps: !

In Symposium Web Client, on the system tree, open NCC ➝ Network Skillsets. Make sure that the Networking Method field is editable.

!

Check the file d:\nortel\iccm\bin\ncclog to verify that the promote command executed successfully, and that the database was updated.

Notes: !

If the network contains any Release 4.x sites, the following message appears: Unable to complete update. Not supported for mixed node networks.

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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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Migrating filter sets Introduction In the Historical Reporting component of Symposium Web Client, 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 filter sets. 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 set. 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 filter sets that they have defined and saved. Note: This option is available to users only if you have assigned a partition to them. Users who do not have partitions assigned to them cannot create filter sets in Historical Reporting.

Filter sets and the Symposium Call Center Server Classic Client Users of the Symposium Call Center Server Classic Client can also create filter sets. However, each of these Classic Client filter sets contains only one type of data—either skillsets, applications, route numbers, route names, DNIS numbers, or DNIS names. You can use the Symposium Web Client filter sets importing utility to import filter sets into Symposium Web Client that have been created and saved in the Symposium Call Center Server Classic Client. While each of the Classic Client filter sets contains only one type of data—either skillsets, applications, route numbers, route names, DNIS numbers, or DNIS names—users can add different types of data to these filter sets after you import them by using the filter sets tabs in Historical Reporting.

Before you begin !

48

Define all the data elements included in the filter set in the partitions assigned to the users who will use the filter set. You cannot import a filter set, and then add its data elements to the user’s partition. Users cannot Symposium Call Center Server

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access filter set 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 contained in the filter set (in other words, access to DNISs, Routes, CDNs, or Scripts, or all of these, if applicable).

Limitations The following limitations and conditions apply when you use the filter sets importing utility: !

When you import filter sets, they are available to all users who have the appropriate access classes and partitions assigned to them; beyond this restriction, you cannot import filter sets for specific users.

!

You cannot import filter sets with names that contain special characters.

!

You cannot import filter sets with names that are the same as existing Symposium Web Client filter sets.

To import filter sets into Symposium Web Client 1

On the Network Control Center server, browse to the following folder: D:\Nortel\FilterSets

2

In this folder, copy the file 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 Symposium Web Client.

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5

Standard 1.0

In this folder, double-click the file RptSets.exe. Result: The RptSets utility opens.

6

In the 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 has finished retrieving filter set data from the database file, it creates the filter sets in Symposium Web Client. When it is finished, a message appears on the utility window, as shown in the following graphic:

8

Click Close to close the window.

When users open the filter sets component of Historical Reporting, the filter sets that you have imported appear in the tree in the left pane. Users can click a filter set name to view and edit the filter set. For details on working with filter sets, see the Symposium Web Client online Help. 50

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Chapter 4

Administering the NCC In this chapter Overview

52

Section A: Managing sites

53

Section B: Managing network skillsets

67

Section C: Managing routing tables

77

Section D: Managing routing table assignments

81

Section E: Configuring historical statistics collection

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Standard 1.0

Overview Introduction 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. 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.

Reporting 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 Symposium Web Client 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 Symposium Web Client Supervisor’s Guide. 52

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Section A: Managing sites

In this section Overview of sites

54

Time zone conversion

56

Adding a site

59

Changing to daylight saving time

62

Deleting a site from the network

64

Synchronizing sites

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Overview of sites Introduction Each site is a location in the network with a Meridian 1/Succession 1000 switch and a server in Symposium Call Center Server. You must configure the Network Control Center (NCC) 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 communication between the server and the NCC is reestablished, the NCC resends site information to the server. You can also manually initiate the sending of site information to the servers in the network (see “Synchronizing sites” on page 65).

How the NCC uses the site information The NCC uses the configured list of sites to perform the following tasks:

54

!

Validate a site when it attempts to initiate communication with the NCC.

!

Distribute configuration information to sites.

!

Provide site information (including time zone) to connected client PCs that are generating consolidated or network call-by-call reports.

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How each server uses the site information Each server in Symposium Call Center Server in the network uses the site list to perform the following tasks: !

Assign the network communication parameters (for example, the dialable DN, agent reserve timer, and so on).

!

Communicate with other servers to reserve agents at those servers.

For more information on administering servers, see Chapter 5, “Administering servers.”

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Time zone conversion Introduction If your sites are in different time zones, you can use time zone conversion to help clarify information on consolidated and network call-by-call reports. This feature works differently for these two types of reports. Notes: !

Ensure that the Windows Date and Time settings are correct at each site.

!

Restart each Symposium Call Center Server after a time zone change.

!

Consolidated and network call-by-call reports are only available from the NCC.

Network call-by-call report The network call-by-call report provides information about all events happening to a call that is routed to the network. To understand how time zone conversion works for the network call-by-call report, 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 may 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

Note: For the network call-by-call report, 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 be included 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, then you 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. Note: When a site is selected 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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Adding a site Introduction A site is a location in the network with a switch and a server in Symposium Call Center Server. You must configure the Network Control Center (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. Notes: !

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 have 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 “Configuring the communications database” on page 41).

!

You can add up to 30 sites.

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To add a site from the NCC 1

In Symposium Web Client, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server.

2

Click the Sites heading. Result: The Sites window appears.

3

Below the table, click Add Site. Result: The Add Site window appears.

4

Type the name of the site that you want to add exactly as it was entered in the Nbconfig utility.

5

Click OK. Result: The site name appears in the Site Name box.

6

Type information in the following boxes: Target Node Count: (Release 5.0 sites only) The number of nodes to which an agent reservation request is sent when a Queue to Network Skillset command is executed at this site. Contact Person: The person to be contacted if there are problems with the site. Contact Number: The phone number of the contact person. Comment: Optional. Additional information about the contact person.

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Filter Timer: The amount of time a site is filtered from the routing tables if it cannot be reached. When connections to a site fail the number of times specified in the Retry Timer (defined in the Network Communication Parameters window), the site is filtered from the routing table for the period specified here. Relative to GMT: 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 in network call-by-call statistics and consolidated reports (see “Time zone conversion” on page 56). 7

Click in another row of the table to save the new site.

After you finish After defining your sites, create the network skillsets (see “Adding a network skillset” on page 74).

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Changing to daylight saving time Introduction 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 the Relative to GMT box is adjusted. The following table shows the adjustments made for this example: Time Zone Relative to GMT

Head Office

Sales

original value

-5

+5

when Head Office changes to daylight saving time -4

+5

when Sales changes to daylight saving time

+5

-5

Note: 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. Note: If the time at the NCC changes, then sites currently selected for reports must be deselected and selected again to ensure that the time difference is calculated correctly.

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To change the relative time 1

In Symposium Web Client, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server.

2

Click the Sites heading. 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 in another row of the table to save the change.

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Deleting a site from the network Introduction 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 “Configuring the routing table for a site” on page 78, and “Changing the routing table for an assignment” on page 87).

!

Ensure that there are no network incoming calls queued to the site.

To delete a site 1

In Symposium Web Client, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server.

2

Click the Sites heading. Result: The Sites window appears.

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3

In the table, highlight the row containing the site that you want to delete.

4

Click Delete.

5

Click Yes to confirm that you want to delete the network skillset.

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Synchronizing sites Introduction The NCC shares information with the servers in Symposium Call Center 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 initiate a resynchronization manually

When to resynchronize sites manually Normally, you do not need to resynchronize sites manually. However, if the routing tables at the server do not match the routing tables at the NCC, you can force a manual resynchronization, rather than waiting for the NCC to propagate the changes across the network.

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To initiate resynchronization manually Note: You must use the Classic Client to resynchronize sites manually. 1

On the Classic Client, from the SMI window, choose Network Administration ➝ Sites. Result: The Sites window appears.

2

Select the site that you want to synchronize.

3

Choose File ➝ Synchronize. Result: The NCC sends information to the selected site.

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Section B: Managing network skillsets

In this section Overview of network skillsets

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Overview of network skillsets Introduction 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 skills-based routing. They help call centers to match callers with the agents who can best meet their needs. A network skillset is a skillset that is common to all servers in Symposium Call Center Server 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. Note: In a mixed-node network (a network containing both Release 5.0 and Release 4.x servers), when you create new network skillsets configured for longest idle agent or average speed of answer, these skillsets are not propagated to Release 4.x sites. However, new network skillsets configured for the first back networking method will be propagated to all sites. 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.

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For more information on using network skillsets in scripts, see the Scripting Guide. ATTENTION

The NCC administrator must plan changes with, and communicate them to, administrators of other servers in the network.

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 has been deleted. It converts the local copy of the network skillset to a local skillset. The administrator of the server must update the scripts so that they no longer refer to the network skillset. Note: If the network skillset is deleted and the call is only queued to that network skillset, then 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 on using network skillsets in scripts, see the Scripting Guide.

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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 “Configuring the routing table for a site” on page 78). If a site is being filtered, the site is removed from the routing table for a skillset until the Filter Timer period passes. If all sites are being filtered from a routing table, calls normally networked out for that skillset are defaulted, according to treatment defined in the script logic. 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. Notes: !

The server varies the order of the n sites each time it queues a call.

!

For a virtual call center, the Target Node Count must be equal to the number of sites in the routing table.

!

Load balancing is dependent 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.

Note: This is the only method available for servers running Symposium Call Center Server Release 4.x. Longest Idle The server waits a configurable amount of time to Agent receive agent reservation indications from the destination nodes. During this time, it compares agent priority and agent idle time for the available agents, as specified in the agent reservation indications. Then it 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

72

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, it compares efficient site. the agent priority and the average speed of answer, as specified in the agent reservation notifications. Then it 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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Using 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, refer to the Scripting Guide. Note: Optionally, for servers running Symposium Call Center Server Release 5.0, you can choose to queue calls to the local server, as well as to remote servers, in the Queue to Network Skillset command. Attempting to answer calls locally first To maximize speed of answer, and to minimize communication costs, many call center managers prefer to queue calls to the network skillset on the local server. If no local agents are available, then they 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. 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 call center To distribute calls evenly between all the nodes in the network, you can choose to queue calls to the local sites, 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. 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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Adding a network skillset Introduction 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 to a network skillset. Agents assigned to that skillset continue to belong to the skillset, but they can now answer calls from other sites. Note: The Queue To Skillset script command continues to work; however, it only queues calls locally. To queue calls to other sites, you must use the Queue To Network Skillset command.

Assignment of 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.

To add a network skillset 1

In Symposium Web Client, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server.

2

Click the Network Skillsets heading. Result: The Network Skillsets window appears.

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3

In the last row of the table, enter information into the following columns: Network Skillset Name: The name of the network skillset. Network skillset names must be unique. Note: You cannot change the name of a network skillset. To change a skillset name, you must delete the skillset, and then add it again. Comment: Optional. Additional information about the network skillset. Routing Method: The type of routing table to be used for this skillset— round robin or sequential. For more information, see “Routing tables” on page 70. Networking Method: Choose 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.

Note: If you choose Longest Idle Agent or Average Speed of Answer, only servers running Symposium Call Center Server Release 5.0 can be added to the routing table for this skillset. 4

Click in another row of the table to save the new network skillset.

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Deleting a network skillset Introduction 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 has been 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 “Configuring the routing table for a site” on page 78, and “Changing the routing table for an assignment” on page 87).

To delete a network skillset 1

In Symposium Web Client, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server.

2

Click the Network Skillsets heading. Result: The Network Skillsets window appears.

3

In the table, highlight the row containing the network skillset that you want to delete.

4

Press Delete.

5

Click Yes to confirm that you want 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. Note: If the server administrators fail to update the scripts, then a script may contain a Queue To Network Skillset command that queues a call to a deleted network skillset. This command fails.

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Section C: Managing routing tables

In this section Configuring the routing table for a site

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Configuring the routing table for a site Introduction A routing table defines the sites to which scripts using network skillsets route calls. Use this procedure to create or change a routing table. You can add sites to, or remove them from, the routing table, or you can change the order of sites in the routing table. For more information on routing, see “Routing tables” on page 70. Note: If you configure a network skillset for Longest Idle Agent or Average Speed of Answer, you cannot include servers running Symposium Call Center Server Release 4.2 or earlier in the routing table for the network skillset.

Prerequisite Before defining routing tables, you must add network skillsets. See “Adding a network skillset” on page 74.

To configure the routing table 1

In Symposium Web Client, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server.

2

Click the Sites heading.

3

From the table in the Sites window, select the site that you want to configure. Result: The site’s routing table properties appear in the routing table area.

4

In the Network Skillsets table, click the skillset that you want to configure.

5

In the network sites table, click the check box beside the sites to which you want to route calls for this skillset. Result: A ranking number appears beside the site names to indicate the routing order. Note: You can add up to 20 sites to a routing table.

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6

Arrange the routing order by selecting a site, and then clicking the up and down Rank arrows.

7

When you have arranged all the sites that you want to include in the routing table for this skillset, click the next skillset that you want to configure.

8

Follow steps 4 to 7 for each skillset that you want to include in the routing table.

9

Click Submit to activate the routing table for this site immediately. Note: Click the black triangle beside the Save/Schedule Assignments heading if you want to save the routing table as an assignment (go to step 10 on page 85).

To add a site Note: 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 boxes beside the sites that you want to add. Note: You can add up to 20 sites to a routing table.

3

Click Submit to activate the updated routing table.

To delete a site 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.

To change 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.

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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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Section D: Managing routing table assignments

In this section Overview of routing table assignments

82

Adding a new routing table assignment

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Changing the routing table for an assignment

87

Deleting an assignment

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Overview of routing table assignments Introduction When you configure a site, you define a routing table for each network skillset at that site. The routing table determines the sites to which a call for that skillset is routed. When you need to change a routing table, you can change it manually (see “Configuring the routing table for a site” on page 78). 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. You then schedule these assignments to occur at the required time.

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. The San Francisco office is open from 9:00 a.m. to 6:00 p.m., Pacific Standard Time. The NCC administrator can create routing table assignments to route calls as follows:

82

!

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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Adding a new routing table assignment Introduction You can create a new routing table assignment, or you can create an assignment using another assignment as a template. Each assignment applies only to the site for which it was defined.

Reset assignments When you create a routing table assignment, you can choose to create a reset assignment. A reset assignment is a record of the original data that existed at the time when you created the assignment. It contains a record of the network routing table that exists before the routing table assignment is executed. You can change and run the assignment as many times as you require, and then easily return the routing table to its original state by using the reset assignment. The reset assignment is automatically named [original_assignment_name__]. For example, if your original assignment is called Toronto_Sales, the reset assignment is called Toronto_Sales__. Note: When you delete the original assignment, the system deletes the corresponding reset assignment.

To create a new assignment 1

In Symposium Web Client, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server.

2

Click the Sites heading.

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From the table in the Sites window, select the site that you want to configure. Result: The site’s routing table properties appear in the Routing Table area.

4

In the Network Skillsets table, click the skillset that you want to configure.

5

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. Note: You can add up to 20 sites to a routing table.

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6

Arrange the routing order by selecting a site, and then clicking the up and down Rank arrows.

7

When you have arranged all the sites that you want to include in the routing table for this skillset, click the next skillset that you want to configure.

8

Repeat steps 2 to 7 for each skillset that you want to include in the routing table.

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9

Click the black triangle beside the Save/Schedule Routing Table Assignments area.

10

In the Save Assignment as box, type the name of the assignment.

11

In the Comment box, type any additional information about the assignment.

12

To schedule the assignment to run at a future time, follow these steps: a. From the Schedule Task drop-down list, select the type of schedule that you want to create. You can choose from Specific date, Daily, Weekly, and Monthly. b. From the Start Time drop-down list, select the time when you want the schedule to begin. ATTENTION

The time values represent the application server time, not the client time. If your application server is located 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 Reset beside the Application Server Time box. The schedule that you define must be based on this application server time.

c. In the Start Date box, click the drop-down button to view a calendar. d. In the calendar, click the date when you want the schedule to begin. e. Based on the schedule type (that is, daily, weekly, or monthly), select the days and months when you want the assignment to occur. 13

Click Save Assignment to save the assignment. Result: A message box asks if you want to create a reset assignment (see page “Reset assignments” on page 83).

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Click OK to create the reset assignment, or click Cancel if you do not want to create a reset assignment. Result: The assignment appears in the system tree under the Assignments folder for the current server.

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Changing the routing table for an assignment Introduction You can change your routing tables by adding or removing sites, or by changing the order of the sites.

To change a routing table assignment 1

In Symposium Web Client, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server.

2

Double-click Sites. Result: The Sites folder opens and the Assignments folder appears.

3

Double-click Assignments. Result: The list of assignments appears.

4

Click the assignment that you want to change. Result: The Routing Table Assignment window appears.

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What do you want to do? IF you want to

THEN

add a site to the routing table

go to “To add a site to the routing table,” below.

delete a site from the routing table

go to “To delete a site from the routing table” on page 89.

move a site in the routing table

go to “To move a site in the routing table” on page 89.

change the schedule for a routing table assignment

go to “To change the schedule for the routing table assignment” on page 90.

To add a site to the routing table 1

In the Network Skillsets box, click the network skillset for which you want to add a site to the routing table.

2

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. Note: You can add up to 20 sites to a routing table.

3

Arrange the routing order by selecting a site, and then clicking the up and down Rank arrows.

4

When you have arranged 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 2 to 3 for each skillset that you want to configure. Notes:

5 88

!

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 delete a site from the routing table 1

In the Network Skillsets box, click the network skillset for which you want to add a site to the routing table.

2

In the Network Sites table, clear the check box beside each site that you want to delete from the routing table.

3

To save the routing table assignment, click Save Assignment. Note: If the list of selected sites is empty, then calls for the skillset are not routed to remote sites after the assignment is run.

To move a site in the routing table 1

In the Network Skillsets box, click the network skillset for which you want to change the routing table.

2

In the Selected Sites table, select the site that you want to move.

3

If you want to move the site up in the routing table, then click the up arrow. If you want to move the site down in the routing table, then click the down arrow.

4

To save the routing table assignment, click Save Assignment.

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To change the schedule for the routing table assignment 1

Click Schedule.

2

From the Schedule Task drop-down list, select the type of schedule that you want to create. You can choose from Specific date, Daily, Weekly, and Monthly.

3

From the Start Time drop-down list, select the time when you want the schedule to begin. ATTENTION

90

The time values represent the application server time, not the client time. If your application server is located 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 Reset beside the Application Server Time box. The schedule that you define must be based on this application server time.

4

In the Start Date box, click the drop-down button to view a calendar.

5

In the calendar, click the date when you want the schedule to begin.

6

Based on the schedule type (that is, daily, weekly, or monthly), select the days and months when you want the assignment to occur.

7

Click OK.

8

To save the routing table assignment, click Save Assignment.

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Deleting an assignment Prerequisite Ensure that the assignment you want to delete is not scheduled.

To delete an assignment 1

On the system tree in the Configuration component, double-click the NCC server containing the assignment that you want to delete. Result: The server expands.

2

Click the Sites heading. Result: The Sites window opens, and the Assignments folder appears.

3

Double-click the Assignments folder. Result: The list of assignments appears.

4

Click the assignment that you want to delete.

5

Click Delete. Result: The system deletes the assignment.

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Section E: Configuring historical statistics collection

In this section Overview of historical statistics collection

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Overview of historical statistics collection Introduction You can choose how long to store network call-by-call statistics at the Network Control Center (NCC). Your configuration determines !

how long 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. Note: Sites begin collecting statistics as soon as the Toronto server notifies them that network call-by-call statistics collection has been 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 CLAN. The NCC stores the statistics for a configurable period. Note: 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 overwriting the oldest network call-by-call data files with the new ones.

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Configuring historical statistics collection Purpose Follow this procedure to specify how long network call-by-call statistics are stored on the NCC.

To configure historical statistics collection on the NCC 1

In Symposium Web Client, on the system tree in the Configuration component, double-click the Network Control Center (NCC) server.

1

Click the Network Historical Statistics heading. Result: The Networking Historical Statistics window appears.

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2

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.

3

In the Network call rate box, estimate the average number of calls networked out (routed from one site to another) per hour.

4

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 text box. The available disk space appears in the Actual text box. Note: If the calculated disk space required is greater than the disk space available (as reported in the Actual box), then you cannot save the configuration. You must reduce the call-by-call interval or the estimated number of calls per hour until the calculated database size is acceptable.

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Administering servers In this chapter Overview

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Configuring a network CDN

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Configuring communication parameters

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Configuring network skillset properties

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Monitoring and stopping filtering

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Overview To set up Network Skill-Based Routing on your Symposium Call Center Server network, you must configure each of the servers in your network. At each server, you configure !

a network CDN on which incoming network calls are received

!

parameters for communication with every other server on the network

!

properties for network skillsets

After you configure your servers, monitor them regularly to make sure that they are communicating properly.

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Configuring a network CDN Introduction On each server in the network, you must configure the CDN on which incoming network calls are received. You must configure at least one network CDN. ATTENTION

The network CDN should be used for incoming network calls only. To check whether local calls are arriving on a network CDN, use the Network Call intrinsic. 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.

Using multiple network CDNs You may want to configure multiple 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 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 on configuring phoneset displays, see the Administrator’s Guide.

!

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 being presented to an agent. Calls can be returned to the queue if an agent becomes unavailable (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 have been routed to the target node and are waiting to be answered.

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To use multiple network CDNs, you must !

configure a CDN for each server from which you receive calls

!

configure each server to route calls to a different network CDN

Example of using multiple network CDNs The administrator at BestAir Toronto wants to provide agents with information on where a call is arriving from, before they answer calls. To do so, the administrator performs the following tasks: !

defines two 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 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 switch. At the switch, each CDN is configured like a local CDN; there are no special requirements for network CDNs. For information on configuring a CDN on the switch, see the Symposium, M1/ Succession 1000, and Voice Processing Guide.

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To configure a network CDN 1

In Symposium Web Client, on the system tree in the Configuration component, click CDNs. Result: The list of CDNs defined on the server appears.

2

In the last row of the table, enter information in the following boxes: Name: The name of the CDN as it appears in the CDNs window and on reports. Number: The CDN number as configured on the switch. Ensure that this number matches the CDN number configured on the switch. This is the dialable DN that other sites must use to send network calls to your site. You can set up a separate network CDN for each site from which you may receive calls, if you want to recognize where incoming network calls are arriving from. Call Type: Choose Network. Acquired?: Select this check box to acquire this CDN.

3

Click in another row of the table to save the new CDN.

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Configuring communication parameters Introduction You must configure the following network communication parameters on each server in the network: ! !

!

!

the DN (network CDN) that your 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

Dialable DN When you configure the connection to a site, you specify the number that your switch dials to reach the network CDN. The network CDN is the CDN on which the remote site receives incoming network calls. This CDN must be configured as a 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 105). Note: 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 network CDN

Switch

Initiate Master script

Switch

Network call to 9-540-3100

Toronto (server)

Initiate network script Boston (server)

Network Config Parameters Boston: Dialable Number: 9-540-3100

G101338

1.

A call arrives at the Toronto 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 switch to route the call to Boston.

4.

The server passes the DN for Boston to the switch.

5.

The switch transfers the call to this number.

6.

The call arrives on a network CDN at Boston.

7.

The call is passed to the server.

8.

The Boston server initiates the Network_Script.

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To configure communication parameters 1

In Symposium Web Client, 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 “Monitoring and stopping filtering” on page 111. 2

Click the row containing the site whose communication parameters you want to edit.

3

Make the desired changes to the following columns: Dialable DN: The number that your switch dials to reach the network CDN at the remote site. It must include any prefixes required by the dialing plan configured on the switch. Tip: Enter the number in the format used in your NACD Routing Table. Number of Retries: 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 29. RetryTimer (Sec.): 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 29. Agent Reserve Timer (Sec.): 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. Notes: !

106

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 Symposium Call Center Server

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network skillset that has only one agent logged on at the destination site. 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. Try increasing the agent reservation timer and making the test calls again. !

Agent Reserve Timer also applies to the source site if it is using either the Longest Idle Agent or Average Speed of Answer feature, and network skillsets are configured with “include local node” enabled.

Nodal Request Wait Timer (Sec.): (Source node only) 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. Notes:

4

!

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 will be reserved (and thus unavailable to answer calls) for long periods of time.

!

This timer can be configured 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 Networks recommends that the Agent Reserve Timer be at least 2 seconds more than the Nodal Request Wait Timer.

To save your changes, click Submit.

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Configuring network skillset properties Introduction 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 is stopped

!

whether to queue calls to the local site

In addition, if you are using the Longest Idle Agent feature, you must make sure that Agent Order Preference is configured identically in the Global Settings on every server in the network.

To configure a network skillset 1

In Symposium Web Client, on the system tree in the Configuration component, click Skillsets. Result: The Skillsets window appears.

2

Make the desired changes to the following boxes: Call Request Queue Size: 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.

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Flow Control Threshold: 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. Include Local Node: Choose whether to queue calls to the local node, as well as to remote nodes, with the Queue to Network Skillset command. Note: This option is available only for Release 5.0 network skillsets. 3

Click in another row of the table to save the changes.

To configure Agent Order Preference 1

In Symposium Web Client, on the system tree in the Configuration component, click Global Settings. Result: The Global Settings window appears.

2

For Agent Order Preference, choose one of the following: !

Longest total time in idle state since login—Choose this option if you want calls to be presented to the agent who has accumulated the most idle time since logging on.

!

Longest time in idle state since last status change—Choose this option if you want calls to be presented to the agent who has accumulated the most idle time since his or her last status change.

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Longest total time since last CDN/ACD call—Choose this option if you want calls to be presented to the agent with the longest elapsed time since handling a CDN/ACD call.

Note: Ensure that Agent Order Preference is configured identically on each server in the network.

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Monitoring and stopping filtering Introduction 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.

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: !

NACD is not installed on the destination switch, or an NACD error has occurred.

!

The dialable DN configured for the destination site is incorrect.

!

The CDN is not configured correctly at the destination site (either on the server or on the switch).

!

The server is not running at the destination site.

!

The D-channel is down.

!

All trunks are busy at the source or destination.

!

The trunk is blocked.

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.

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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 attempting to queue calls to Boston.

Network skillset filtering Network skillset filtering occurs !

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

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

112

1.

The administrator of the Boston server has 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. Symposium Call Center Server

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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 (since 5 is the value configured in the Flow Control Threshold by the Boston administrator).

To view filter status for remote sites and network skillsets 1

In Symposium Web Client, on the system tree in the Configuration component, click Network Communication Parameters. Result: The Network Communication Parameters window appears.

This window contains the following information: Column

Description

Communication The status of communications with the site. Valid Status values include !

N/A—Not applicable (local site)

!

Open—communication is occurring

!

Not Established—the server is attempting to open communications

!

Closed—a communication problem has occurred

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Column

Description

Site Filter

Whether the site is currently being filtered and, if so, the reason. Valid values include !

N/A—Not applicable (local site)

!

Off—the site is not being filtered

!

Server communication failure

!

Dialable DN has not been configured correctly

!

NACD package restriction at destination

!

Maximum number of retries reached

!

Trunk allocation problem – server suspended

!

Incompatible server versions

Network Skillset

Lists the names of skillsets being filtered, or contains All Skillset if the site is being filtered.

Skillset Filter

If a list of skillsets appears in the Network Skillset column, this column indicates whether each network skillset is being filtered and, if so, the reason. Valid values include !

N/A—Not applicable (local site)

!

Off—the skillset is not being filtered

!

Max Request

!

Out of Service

!

Unknown Skillset

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, “To stop filtering manually for remote sites” on page 115. Note: If the site filter is not Off, then check the Event Browser to find the errors that led to filtering. 2

114

To refresh the display, click Refresh.

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Manually stopping filtering for remote sites and network skillsets Example 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.

After the meeting, the Boston agents log back on to the skillset.

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 have been notified about the meeting. Rather than wait for notification from the Boston server, they can choose to stop filtering manually at 10:30. To stop filtering manually for remote sites 1

Click the row containing the site whose site filter you want to turn off.

2

Click Stop Site Filter.

3

To refresh the display, click Refresh.

To stop filtering manually for network skillsets 1

Click the row containing the site whose skillset filter you want to turn off.

2

Click Stop Skillset Filter.

3

To refresh the display, click Refresh.

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Chapter 6

Monitoring network performance In this chapter Overview

118

Consolidated Agent Position Status Count

122

Consolidation Application Display

125

Consolidated Skillset Display

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Overview Introduction 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 the 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 you are viewing a real-time display grid, on the Site column, click the site that you want to see portrayed in a summary chart. There is a delay of approximately 5 seconds before the summary chart opens, showing the values displayed in the grid, either in bar-chart or pie-chart format. For details on site summary chart components, see the Symposium Web Client online Help. Note: You can change the format of the summary charts for each standard realtime display in the Properties tab. 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. In the real-time display grid, click Network Summary. There is a delay of approximately 5 seconds before the chart opens. 118

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You can print the chart, change it from color to black and white, or export it as a graphic (either .bmp or .jpg) to the location that you specify in the Properties tab. For details on network summary chart components, see the Symposium Web Client online Help.

Filter sets You can define filter sets that include a subset of the sites, skillsets, and applications in a specific display. For example, you can create a filter set 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 + to expand the information for the group and click - to collapse the information. When you create the filter set, 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 set is grouped by Filter—Element— Site, it would contain 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, Symposium Web Client 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:

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

AppC

5

1

2

0

60

60/5 = 12 ((5+1)-(2+0))*100/ (5+1) = 66.66

AppD

12

3

4

1

130

130/12 = ((12+3)-(4+1))*100/ 10.83 (12+3) = 66.66

FilterA

FilterB

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Ansd

Ans > Abdn > Total Avg Ans Abnd Thresh Thresh Ans Dly Dly Srv Lvl %

17

4

6

1

190

33

9

13

3

390

Grand Total

(60+30)/ (((5+12)+(1+3))(5+12) = ((2+4)+(0+1)))*100/ 11.17 ((5+12)+(1+3)) = 66.66 (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

Note: 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 Introduction 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 in)

!

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 118). The summary charts update at the same refresh rate as the real-time display grids.

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Field descriptions Site Click to generate a chart showing the site’s performance summary. The summary chart shows the values displayed in the grid, either in bar-chart or piechart format, depending on the display settings you have chosen on the Properties tab. The chart updates in real time at the same refresh rate as the realtime display grid. To save the chart to a BMP or JPG file for future reference, click Export. The system saves the chart in the location you specified 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 have networking enabled, this column contains the names of the skillsets in each network site. Note: If the message Error: No Name appears in this column, the application server cannot get 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.

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Ntwk SklSet Call The number of agents in each skillset who are active on network skillset calls at all network sites. Other SklSet Call The number of agents in each skillset at all network sites who are active on calls belonging to other skillsets. This other skillset can be a local skillset, a network skillset, or a system-defined skillset. Note: 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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Consolidation Application Display Introduction This display allows you to monitor the performance of all applications in the network. The display includes the following information: !

number of calls waiting

!

number of calls answered

!

number of calls abandoned

!

service level

!

average answer delay

ATTENTION

If the application names appear incorrectly in your realtime displays, then there may be a problem with the network settings or the configuration of your DNS server, or there may be delays in the network causing timeouts. Ensure that the network is functioning correctly, the DNS has been configured correctly on the application server, and the DNS is providing responses within a reasonable time (for example, less than 10 seconds). Then try launching 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 118). The summary charts update at the same refresh rate as the real-time display grids.

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Field descriptions Site Click to generate a chart showing the site’s performance summary. The summary chart shows the values displayed in the grid, either in bar-chart or piechart format, depending on the display settings you have chosen on the Properties tab. The chart updates in real time at the same refresh rate as the realtime display grid. To save the chart to a BMP or JPG file for future reference, click Export. The system saves the chart in the location you specified 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). Note: If the message Error: No Name appears in this column, the application server cannot get 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.

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Arrived The total number of local and network calls that have arrived at the applications within the site. Ansd The total number of local and network calls answered by agents in the applications of the site. Abnd The total number of local and incoming or outgoing network calls that callers have 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: ( 1 - (Total Calls Answered After Threshold + Total 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 that are waiting to be handled by other sites within the network. Ntwk Out Req The total number of calls that this network site has requested to be routed out to other sites within the network. Ntwk Out Rou The total number of calls sent out from this network site that have 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 have been answered at other sites within the network. Ntwk Out Abnd The total number of calls sent out from this network site that have been 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 Introduction This display allows you 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 118). The summary charts update at the same refresh rate as the real-time display grids.

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Field descriptions Site Click to generate a chart showing the site’s performance summary. The summary chart shows the values displayed in the grid, either in bar-chart or piechart format, depending on the display settings you have chosen on the Properties tab. The chart updates in real time at the same refresh rate as the realtime display grid. To save the chart to a BMP or JPG file for future reference, click Export. The system saves the chart in the location you specified 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 have networking enabled, this column contains the names of the skillsets in each network site. Note: If the message Error: No Name appears in this column, the application server cannot get 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. Note: If you have the networking feature 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 have abandoned while waiting to speak to an agent. 130

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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 have been offered to each skillset within the network site. Ntwk In Ansd The total number of incoming network calls that have been 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. Example: Time

Agent

Event

09:01:20

Simon

Call for Bookings skillset ends

09:01:40

Pat

Call for Bookings skillset ends

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At 09:02:00, Simon’s wait time since last call is 40 seconds, and Pat’s is 20 seconds. Longest wait time since last call for the skillset is therefore 40.

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 Not Ready state, Pat is the only idle agent, and the longest wait time since last call for Bookings is 37 (20+5+11+1). When Simon goes into Ready state 20 seconds later, he again becomes the longest idle agent, and the longest wait time since last call is 77 (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 (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. Notes:

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!

This column is available only if you are connected to an NCC server that is running Release 5.0 or later of the Symposium Call Center Server networking software; this column is not available if you are connected to an NCC server running previous releases of the Symposium software.

!

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 Symposium Call Center Server

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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. Max Wait Time The amount of time in seconds that the oldest local or incoming network CDN call has 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. Note: This column is available only if you are connected to an NCC server that is running Release 5.0 or later of the Symposium Call Center Server networking software; this column is not available if you are connected to an NCC server running previous releases of the Symposium software.

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Chapter 7

Troubleshooting In this chapter If your server is not routing or receiving calls

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Problems with network skillsets

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Problems collecting network call-by-call statistics

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Times on reports are incorrect

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If your server is not routing or receiving calls Introduction If your server is not able to route calls to or receive calls from other sites, perform the following tasks: 1.

Verify that the source server has not filtered the server. If it has done so, refer to “Monitoring and stopping filtering” on page 111.

2.

Verify that the dialable DN is configured correctly at the source server. Refer to “Configuring communication parameters” on page 104.

3.

Ensure network skillsets and routing tables are received at the server. If not, refer to “To verify the connection to the NCC” below.

Note: If you are experiencing issues with Networking calls, Nortel Networks provides a network trace utility (NtwkTraceMon) that customer support staff can use to help you troubleshoot your problem.

To verify the connection to the NCC 1

At the NCC, start the Nbconfig utility (for more information, refer to “Configuring the communications database” on page 41). Check the Address and Site tables to make sure that they are configured correctly: !

The IP addresses are unique and correct.

!

The site names are correct.

!

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 and Site tables 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, refer to “Resetting all site and address settings” on page 137.

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4

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 Networks customer support representative.

Resetting 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 Symposium Call Center Server services, and reset all site and address settings. To reset all site and address settings 1

At each server, perform these steps: a. Shut down all Symposium Call Center Server services (from the Windows Start menu, choose Programs ➝ Symposium Call Center Server ➝ Shutdown). b. From the DOS prompt, type CD\Nortel\iccm\bin. c. From the bin directory, run nicomsetup to reset all communication settings. d. For more information on nicomsetup, refer to the Installation and Maintenance Guide. e. Restart Symposium Call Center Server.

2

On the NCC, run nbconfig -admin and select the Force Synchronization check box on the Site Table tab. Then click OK.

Note: If this does not resolve the problem, run nicomsetup at the NCC and define all sites again, using nbconfig -admin. Refer to “Configuring the communications database” on page 41.

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Problems with network skillsets Introduction This section describes problems that can occur with network skillsets, and explains how to troubleshoot them.

Network skillsets are not being distributed from the NCC to all sites This problem can occur for the following reasons:

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!

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. The Scripting Guide recommends that skillsets include the characters “_sk” to identify them as skillsets and to avoid potential conflicts with other entities. For more information, see the Scripting Guide.

!

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 on Historical Statistics Configuration, see the Administrator’s Guide.

!

One or more sites is running Symposium Call Center Server Release 4.2 or earlier—Network skillsets configured for longest idle agent or average speed of answer are not propagated to servers running Symposium Call Center Server Release 4.2 or earlier.

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Calls for a network skillset are not being sent to other sites This problem can occur if your scripts have not been 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 on 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 switch at the source site. Install and configure NACD, following the instructions in the Symposium, M1/ Succession 1000, 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 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 switch at the source or at the destination site. Install and configure NACD following the instructions in the Symposium, M1/Succession 1000, and Voice Processing Guide.

!

The Dialable DN for the destination site is configured incorrectly (see “Configuring communication parameters” on page 104).

!

The network CDN is not configured correctly at the destination site. The network CDN must be configured on the switch as a CDN (see the Symposium, M1/Succession 1000, and Voice Processing Guide), and it must be configured and acquired as a Network CDN on the server (see “Configuring a network CDN” on page 101).

!

The server at the destination site is not active. Ask the contact person at the remote site whether the server is up.

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!

The network skillset at the destination site is in Night Service mode. The site is filtered until an agent with the skillset logs on, and the queue at the destination site becomes active.

!

The number of failed attempts set in the Number of Retries box for a skillset has been reached. When this happens, the source site removes the destination site from all of its 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 remove the site from filtering (see “Manually stopping filtering for remote sites and network skillsets” on page 115).

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Problems collecting network call-by-call statistics The server or NCC does not have enough disk space The Historical Statistics Configuration calculation is necessary to determine if you have adequate storage space to save the amount of call-by-call data you choose. The server checks every 15 minutes, when historical data is stored and consolidated, to ensure 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 configured (in the Historical Statistics Configuration window), or when disk space becomes insufficient. This enables more recent call-by-call data to be stored, but can result in less long-term data being stored than you selected if you have less disk space than calculated. 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. Note: Even if you have purchased the call-by-call option, your call-by-call keycode is disabled if your server has less than 2 Gbytes of disk space during server installation. Contact your Nortel Networks customer support representative if you cannot choose to store call-by-call statistics.

The call-by-call information has not been sent to the NCC If you have 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. Note: If the NCC goes down for an extended period, pegging is done at each local server that is storing network call-by-call data. This can use a substantial amount of resources at each local server.

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Times on reports are incorrect Introduction This section refers to errors that can occur when the times set at multiple servers are not synchronized. When working with multiple sites, remember the following details: !

After changing the time zone through the Date/Time control panel, restart each server in Symposium Call Center Server.

!

Verify that each site in the Sites Application has the relative time to GMT configured correctly. Refer to “Adding a site” on page 59.

!

Check the time set at each switch regularly, to ensure that the times are synchronized. For more information, refer to the Symposium, M1/ Succession 1000, and Voice Processing Guide.

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 switches are not synchronized, the Network Call-by-Call Report does not display accurate information. In some cases, for example, destination events may appear to occur before source events. You must regularly check the time set at each switch to ensure exact synchronization. To view or edit the date and time at the switch 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

If you need 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. Note: Use the 24-hour clock format for the time.

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5

Press Enter.

6

Log off the switch console.

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Problems with call routing Agent reservations canceled before network calls are presented The number of times an agent is reserved should 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 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, however, the agent may be unreserved before the call is presented to the agent, but after the call has arrived at the remote server. When that happens, the agent’s ReservedForCall statistic is incremented, but the agent’s NetworkCallsAnswered statistic is not. Note: Normally, the ReservedForCall and NetworkCallsAnswered statistics are not exactly equal for any given period. For example, if an agent logs off or presses the Not Ready key after being reserved, the NetworkCallsAnswered statistic is not incremented, even though the ReservedForCall statistic has been incremented. Also, the reservation may occur during one interval, and the call presentation 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 “Configuring communication parameters” on page 104).

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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 Symposium Call Center 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 Symposium Call Center Server and CallPilot or Meridian Mail. ACCESS voice port A voice port that is 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 routing table See Automatic call distribution routing table. acquired resource A resource configured on the switch that is under the control of Symposium Call Center Server. Resources must be configured with matching values on both the switch and Symposium Call Center 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 that is providing call processing and administration services. activity code A number that an agent enters on his or her 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 phonesets during sales calls, and this information can be generated in an Activity Code report. administrator A user who is responsible for setting up and maintaining the server in Symposium Call Center Server. agent A user who is responsible for handling customer calls. 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.

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Glossary

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 definition that, when you run it, assigns one or more agents to specific supervisors. Agent to supervisor assignments can be scheduled. AML See Application Module Link. API See application program interface. application 1. A logical entity that represents a Symposium Call Center Server 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 Symposium Call Center 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 Symposium Web Client software is installed. This server acts as the middle layer that communicates with Symposium Call Center 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.

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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. Automatic call distribution directory number A 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 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 Symposium Call Center Server will be queued to ACD groups and handled by available agents.

C

call age The amount of time a call was waiting 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. call intrinsic A script element that stores call-related information assigned when a call enters Symposium Call Center Server. See also intrinsic, skillset intrinsic, time intrinsic, traffic intrinsic.

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Glossary

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 A numerical value assigned in a script that defines the relative importance of a call. If two calls are in the queue when an agent becomes available, and one call is queued with a higher priority than the other, the agent receives the higher priority call first. See also skillset priority. 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 call 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. 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. 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. CDN See controlled directory number.

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CLAN See Customer local area network. Classic Client The Windows-based client component for Symposium Call Center Server. CLID See Calling Line Identification. client The part of Symposium Call Center Server that runs on a personal computer or workstation and relies on the server to perform some operations. Two types of client are available, Classic Client and Symposium Web Client. See also server. 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. Contivity VPN Switch A Nortel Networks 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 Symposium Call Center Server. When a call arrives at this number, the switch notifies the application and waits for routing instructions, which are performed by scripts in Symposium Call Center Server. CTI Computer Telephony Integration Customer local area network The LAN to which your corporate services and resources connect. The server in Symposium Call Center Server and client both connect to the CLAN. Thirdparty applications that interface with the server also connect to this LAN. 150

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D

Glossary

DBMS Database Management System 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 that is 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 his or her phoneset. Each skillset has a defined default activity code. default skillset The skillset to which calls are queued if they have not been queued to a skillset or a specific agent by the end of a script. desktop user A configured user who can log on to Symposium Call Center 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. Dial-Up Networking See Remote Access Services. Dialed Number Identification Service An optional service that allows Symposium Call Center 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.

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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 that is 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. DN See directory number. DN call See directory number call. DNIS See Dialed Number Identification Service. dynamic host configuration protocol A protocol for dynamically assigning IP addresses to devices on a network. 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

ELAN See embedded local area network. embedded local area network A dedicated Ethernet TCP/IP LAN that connects the server in Symposium Call Center Server and the switch.

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Glossary

Emergency key A key on an agent’s phoneset that, when pressed by an agent, automatically calls his or her supervisor to notify the supervisor of a problem with a caller. event 1. An occurrence or action on the server in Symposium Call Center Server, 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 A building block used in scripts to test for conditions, perform calculations, or compare values within scripts. See also logical expression, mathematical expression, relational expression.

F

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. 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.

G

global settings Settings that apply to all skillsets or IVR ACD-DNs that are 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.

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H

Standard 1.0

HDX See Host Data Exchange Host Data Exchange A rich scripting language provided with Symposium Call Center Server to control treatment of calls.

I

Incalls key The key on an agent phoneset to which incoming ACD and Symposium Call Center Server calls are presented. 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. Interactive voice response event A voice port logon or logoff. An IVR event is pegged in the database when a call acquires or de-acquires a voice port. Internet Protocol address An identifier for a computer or device on a TCP/IP network. Networks use the TCP/IP protocol 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 could 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.

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Glossary

IP address See Internet Protocol address. IVR See Interactive voice response. 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. 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 A symbol used in scripts to test for different conditions. Logical expressions are AND, OR, and NOT. See also expression, mathematical expression, relational expression.

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Glossary

M

Standard 1.0

M1 Meridian 1 switch M1 IE Meridian 1 Internet Enabled switch 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. Symposium Call Center Server Management Information Bases (MIBs) contribute to the overall network MIB by !

identifying Nortel Networks/Meridian/Symposium Call Center 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 Symposium Call Center Server. A default Master script is provided with Symposium Call Center Server, but it can be customized by an authorized user. It can be deactivated but not deleted. See also network script, primary script, script, secondary script. mathematical expression An expression used in scripts to add, subtract, multiply, and divide values. Mathematical expressions are addition (+), subtraction (-), division (/), and multiplication (*). See also expression, logical expression, and relational expression. Meridian Link Services A communications facility that provides an interface between the switch and a third-party host application. Meridian Mail A Nortel Networks product that provides voice messaging and other voice and fax services.

156

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Glossary

Meridian MAX A Nortel Networks product that provides call processing based on ACD routing. MIB See Management Information Base. MLS See Meridian Link Services. MM See Meridian Mail. 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. NCC See Network Control Center. network call A call that originates at another site in the network. See also local call. Network Control Center The server on a Symposium Call Center Server system where NSBR is configured and where communication between servers is managed. network interface card An expansion board that enables a PC to be connected to a local area network (LAN).

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Glossary

Standard 1.0

network script The script that is executed to handle error conditions for Symposium Call Center Server calls forwarded from one site to another, for customers using NSBR. The network script is a system-defined script provided with Symposium Call Center Server, but it can be customized by an authorized user. It can be deactivated but not deleted. See also Master script, primary script, script, secondary script. Network Skill-Based Routing An optional feature with Symposium Call Center Server that provides skillbased routing to multiple networked sites. network skillset A skillset that is 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. 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.

158

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Glossary

OEM Original equipment manufacturer OLE See object linking and embedding. Open Database Connectivity A Microsoft-defined database application program interface (API) standard. Optivity Telephony Manager A Nortel Networks application used for switch management. It provides management simplicity and flexible control. OTM See Optivity Telephony Manager. out-of-service mode A skillset state in which the skillset does not take calls. A skillset is out of service if there are no agents logged on or if the supervisor puts the skillset into out-of-service mode manually. See also night mode, transition mode. out-of-service skillset A skillset that is 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.

P

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.

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Glossary

Standard 1.0

PEP See Performance Enhancement Package. Performance Enhancement Package A Symposium Call Center Server 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. 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. Position ID A unique identifier for a phoneset, used by the switch to route calls to the phoneset. primary script A script that is 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. 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.

R 160

RAN recorded announcement

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Glossary

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. recorded announcement route A resource installed on the switch that offers a recorded announcement to callers. 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 server to the standby 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. 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.

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Glossary

Standard 1.0

route A group of trunks. Each trunk carries either incoming or outgoing calls to the switch. See also music route, RAN route. 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.

S

sample script A script that is installed with the Symposium Call Center 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 call 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.

162

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Glossary

secondary script Any script (other than a Master, network, or primary script) that is referenced from a primary script or any other secondary script. There is no pegging of statistics for actions occurring during a secondary script. See also Master script, network script, primary script, script. SEI See Symposium Event Interface. 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. Symposium Call Center Server is used to configure the operations of the call center. See also client. 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. service level threshold A parameter that defines the number of seconds within which incoming calls should be answered. Simple Network Management Protocol A systematic way of monitoring and managing a computer network. The SNMP model consists of four components:

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Glossary

Standard 1.0 !

managed nodes, which are any device, such as hosts, routers, and printers, capable of communicating status to the outside world via 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)

site 1. A system using Symposium Call Center Server that can be accessed using SMI. 2. A system using Symposium Call Center 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. skillset priority An attribute of a skillset assignment that determines the order in which calls from different skillsets are presented to an agent. When an agent becomes available, calls might be waiting for several of the skillsets to which the agent belongs. The server presents the call queued for the skillset for which the agent has the highest priority. SNMP See Simple Network Management Protocol. source site The site from which an incoming network call originates. See also destination site. 164

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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. supervisor A user who manages a group of agents. See also associated supervisor and reporting supervisor. SWCP See Symposium Web Center Portal. switch The hardware that receives incoming calls and routes them to their destination. switch resource A device that is configured on the switch. For example, a CDN is configured on the switch, and then is used as a resource with Symposium Call Center Server. See also acquired resource. Symposium Agent An agent productivity tool that enables contact center agents to provide intelligent and personalized customer care. Agents use a personal computer to access the agent telephony functions. Symposium Call Center Server 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. Symposium Call Center Server call A call to a CDN that is controlled by Symposium Call Center Server. The call is presented to the Incalls key on an agent’s phoneset.

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Glossary

Standard 1.0

Symposium Event Interface An interface that provides third-party vendors with the information they need to create complementary applications by providing call progress and resource events. Symposium Standby Server The server that contains an up-to-date back-up version of the Symposium Call Center Server database, for use if the active server fails. The database is kept upto-date by the Replication Server. Symposium Web Center Portal A client/server contact center application that expands contact center e-mail capabilities to allow agents to view, respond to, and track requests over the Internet. Symposium Web Client A browser-based tool for call 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 Symposium Web Client software is installed on an application server. See also application server. system-defined scripts The Master_Script and the Network_Script (if NSBR is enabled). These scripts can be customized or deactivated by a user, but cannot be deleted. These scripts are the first scripts executed for every local or network call arriving at the call center.

T

TAPI See Telephony Application Program Interface. target site See destination site. TCP/IP See Transmission Control Protocol/Internet Protocol.

166

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Glossary

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 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. 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.

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Glossary

Standard 1.0

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 that is created by an authorized user on the Symposium Call Center Server system. Primary and secondary scripts are user-created scripts. user-defined script A script that is modified by an authorized user on the Symposium Call Center Server system. 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

168

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.

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Glossary

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 Symposium Call Center Server. See also call variable, global variable. Virtual Private Network A private network that is configured within a public network to take advantage of the economies of scale and management facilities of large networks. voice port A connection from a telephony port on the switch to a port on the IVR system. VPN See Virtual Private Network.

W

WAN See also Wide area network. 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 Symposium Call Center Server.

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Glossary

170

Standard 1.0

Symposium Call Center Server

Index A abandoned calls 127, 130 outbound network calls 128 Abnd field 127, 130 access classes, adding 34 access rights 11 ACD-DN Call field 124 Acquired? box 103 Actual box 97 Add Site dialog box 43 adding access classes 34 desktop users 34 network commands to scripts 35 routing table assignments 83 sites at the NCC 34, 59 sites to routing tables 79, 88 sites to the communications database with nbconfig 43 table routing assignments 35 address settings, resetting 137 Address Table property page 45 administering NCC 51 servers 99 agent order preference, configuring 109 agent priority and average speed of answer routing 20 and longest idle agent routing 20 agent reservations are canceled before calls are presented 143 method for selecting agents 72 Agent Reserve Timer box 106 and Nodal Request Wait Timer 107 agent wait time 131 agents assigning to network skillsets 74 calls answered by 127 in service 123 methods for choosing 72 Network Control Center Administrator’s Guide

Not Ready 123 on ACD-DN calls 124 on DN calls 124 on NACD-DN calls 124 on network skillset calls 124 on other skillset call 124 on skillset call 123 waiting 123 Agts Waiting field 123 Ansd field 127, 130 answer delay average 127 network calls 128 answered calls 127, 130 outbound network 128 Application field 126 arrived calls 127 Arrived field 127 assigning agents to network skillsets 35, 74 assignments, routing table. See routing table assignments average answer delay 127, 131 network calls 128 average speed of answer routing 13, 20, 72 and agent reserve timer 107 example 25 Avg Ans Dly field 127, 131

B bandwidth requirements, CLAN 12 before importing filter sets 48

C call processing, priority of 16 Call Request Queue Size box 30, 108, 112 Call Type box 103

171

Index

call-by-call reports. See network call-by-call reports statistics. See network call-by-call statistics calls abandoned 127, 130 abandoned outbound network 128 ACD-DN, agents on 124 answered 127, 130 answered, outbound network 128 arrived 127 DN, agents on 124 for network skillset not routed out 139 NACD-DN, agents on 124 network skillset, agents on 124 network, answer delay 128 offered 130 queuing 19 queuing locally 12 requesting routing 127 routed out 127 routing 21 skillset, agents on 123 waiting 126, 130 waiting, outbound network 127 calls, other skillset agents on 124 cancelation of agent reservations before calls are presented 143 CDNs, network advantage of multiple 101 configuring on the server 35, 100, 101 configuring on the switch 34, 102 example with multiple 102 changing relative time 63 routing table assignments 87 to daylight saving time 62 choosing agents, methods for 72 destination sites 20 CLAN 15, 18 IP addresses 41 propagating NSBR configuration information over 16 provisioning 12 CLAN IP Address box 44 172

Standard 1.0

Classic Client and filter sets 48 migrating filter sets from 39, 48 client PCs 15 providing site information to, for generation of reports 54 collecting network call-by-call statistics 17 network historical statistics 35 Comment box 60 Communication Status box 113 communications database configuring at the NCC 38, 41 verifying at each server 38, 45 configuration information propagating to sites 16, 54 synchronizing manually 65 use of, by sites 55 configuration reports 17 configuring agent order preference 109 communications database 38, 41 multiple network CDNs 101 network CDNs on the server 35, 100, 101 network CDNs on the switch 34, 102 network communication parameters 35, 104 network historical statistics collection 93, 96 network script 35 network skillsets on the server 35, 100, 108 NSBR 16, 34 routing tables 35, 78 connection to NCC, verifying 136 Consolidated Agent Position Status Count 122 consolidated real-time displays, network 117 consolidated reports. See network consolidated reports, reports Consolidated Skillset Display 129 Contact Number box 60 Contact Person box 60 converting local skillsets to network skillsets 19, 68 network skillsets to local skillsets 69 creating. See adding Customer LAN. See CLAN

Symposium Call Center Server

June 2004

D Date and Time settings, Windows 56 daylight saving time, changing to 62 defining. See adding delay, average answer 127 deleting network skillsets 69 network skillsets at the NCC 76 routing table assignments 91 sites from routing tables 79, 89 sites from the network 64 desktop users, adding 34 destination sites choosing 20 maximum number of 12 dialable DN 104, 106 disk space actual 97 and troubleshooting problems with network call-by-call statistics 141 required for historical statistics collection 97 distributing network skillsets 68 NSBR configuration information to sites 16, 54 distribution of network skillsets fails, troubleshooting 138 DN Call field 124 DN, dialable 104

Index

network skillset filtering 112 site filtering 111 using multiple network CDNs 102

F features, optional 11 filter sets 119 and partitions 48 importing utility 50 limitations when importing 49 migrating from Classic Client to Symposium Web Client 39, 48 preparing to import 48 filter status for remote sites and network skillsets 113 Filter Timer box 29, 61, 70 filtering 29 network skillsets 112 of remote sites, troubleshooting 139 sites 111 stopping for network skillsets 115 stopping for remote sites 115 filters 120 first back routing 20, 72 example 22 Flags column 45 Flow Control Threshold box 30, 109, 113 Force Synchronization check box 43

E

G

ELAN 15, 18 Embedded LAN. See ELAN example average speed of answer routing 25 first back routing 22 longest idle agent routing 24 longest idle agent routing with different agent priorities 27 longest idle agent routing with no available agents 28 manually stopping filtering for remote sites and network skillsets 115

GMT, time zone relative to, in network call-bycall reports 57

Network Control Center Administrator’s Guide

H historical statistics collection. See network historical statistics collection HLOC 34 Home Location Code 34

173

Index

I

Standard 1.0

idle time 131 preference, configuring 109 In Srv field 123 Include Local Node box 109 incoming network calls number answered 131 number offered 131 wait time 131 installing NCC 34, 37, 38, 40 NSBR 38 Symposium Call Center Server 34 interaction between NCC and sites 52 IP addresses, CLAN 41

manually stopping filtering for network skillsets 115 stopping filtering for remote sites 115 Max Wait Time field 133 maximum number of destination sites 12 number of sites in routing table 12 queue size 30 Meridian 1 Internet Enabled switch 15 Meridian 1 switch 15 See also switch migrating filter sets 39, 48 mixed-node networks 39 propagation of network skillsets in 68 monitoring network performance 117 moving sites in routing tables 79, 89

K

N

Keep Network Call-by-Call data for box 97 keycode 11 NCC 40

NACD 18, 34 NACD-DN Call field 124 Name box 103 nbconfig utility 38, 45, 59 adding sites to the communications database with 43 starting 41 NCC 15 adding network skillsets at 74 adding sites at 59 administering 51 and communication between sites 16 deleting network skillsets at 76 fails to receive network call-by-call statistics, troubleshooting 141 impact of changes on sites 52 installing 34, 37, 38, 40 keycode 40 managing sites at 53 upgrading 39 verifying the connection to 136 network commands, adding to scripts 35 deleting sites from 64 using multiple CDNs 101 Network ACD. See NACD

L limitations for importing filter sets 49 for mixed-node networks 39 local skillsets converting network skillsets to 69 converting to network skillsets 19, 68 Long Wait Last Call field 131 longest idle agent routing 13, 20, 72 and agent order preference 108 and agent reserve timer 107 example 24 example with different agent priorities 27 example with no available agents 28

M managing network skillsets 67

174

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Network call rate box 97 network call-by-call reports 17 time zone conversion in 56 network call-by-call statistics 17, 94 troubleshooting collection problems 141 network calls, answer delay 128 network CDNs advantage of multiple 101 configuring on the server 35, 100, 101 configuring on the switch 34, 102 example with multiple 102 Network Communication Parameters window 106, 113 network communication parameters, configuring 35, 104 network consolidated real-time displays 117 network consolidated reports 17 time zone conversion in 58 Network Control Center. See NCC network historical statistics collection 35, 94 configuring 93, 96 network script, configuring 35 network sites, maximum destination 12 Network Skill-Based Routing. See NSBR Network Skillset box 114 network skillset calls, agents on 124 Network Skillset Name box 75 network skillsets 19, 34, 68 adding 34 adding at the NCC 74 assigning agents to 35, 74 configuring on the server 35, 100, 108 converting local skillsets to 68 converting to local skillsets 69 deleting 69 deleting at the NCC 76 filter status for remote sites 113 filtering 112 in scripts 73 managing 67 maximum queue size 30 propagation 68 resynchronizing 69 routing table 70 stopping filtering for 115

Index

troubleshooting 138 upgrading 39, 46 network summary 118 Network_Script 31 Networking Historical Statistics window 96 networking method 72 Networking Method box 75 night mode 31 ninoam_promote utility 46 Nodal Request Wait Timer box 107 and Agent Reserve Timer 107 Not Rdy field 123 Not Ready agents 123 NSBR configuration information, propagating 16, 54 configuration information, synchronizing manually 65 configuration information, use of by sites 55 configuring 16, 34 installing 38 upgrading 39 Ntwk Avg Ans Dly field 128 Ntwk In Ansd field 131 Ntwk In Offer field 131 Ntwk In Wait field 131 Ntwk Out Abnd field 128 Ntwk Out Ansd field 128 Ntwk Out Req field 127 Ntwk Out Rou field 127 Ntwk Out Wait field 127 Ntwk SklSet Call field 124 Number box 103 Number of Retries box 29, 106

O Offer field 130 offered calls 130 optional features 11 Other SklSet Call field 124 out-of-service skillsets 31

P partitions and filter sets 48

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Index

performance, monitoring network 117 ping command 137 priority and average speed of answer routing 20 and longest idle agent routing 20 call processing and propagation of NSBR configuration information 16 propagating network skillsets 68 NSBR configuration information to sites 16, 54 propagation of network skillsets failure, troubleshooting 138 provisioning the CLAN 12

Q queue size, maximum 30 Queue To Network Skillset command 19, 74, 76 Queue To Skillset command 22, 74 Queued intrinsic 31 queuing calls 19 locally 12

R real-time displays, network consolidated 117 relative time, changing 63 Relative to GMT box 61, 62 remote sites filter status 113 stopping filtering for 115 reports NCC 17 providing site information to client PCs for generation of 54 troubleshooting incorrect times on 142 See also network call-by-call reports, network consolidated reports Required box 97 reserving agents, methods 72 reset assignments 83 resetting all site and address settings 137 resynchronizing network skillsets 69 retries 29 176

Standard 1.0

Retry Timer box 29, 106 round robin routing table 71 routed calls 127 routers 18 routing 21 average speed of answer 13, 20 first back 20 longest idle agent 13, 20 method 71, 75 problems, troubleshooting 136, 139, 143 routing table assignments adding 35, 83 changing 87 deleting 91 scheduling 85, 90 routing tables 70 adding sites to 79, 88 configuring 35, 78 deleting sites from 79, 89 maximum number of sites in 12 moving sites in 79, 89 types 71 routing, calls requesting 127 RptSets utility 50 RptSets.mdb file 49, 50

S scheduling routing table assignments 85, 90 scripts adding network commands to 35 using network skillsets in 73 Selected Sites box 89 selecting agents, methods 72 destination sites 20 sequential routing table 71 servers 15 adding to the communications database with nbconfig 43 administering 99 communication between 16 configuring network CDNs on 35, 100, 101 configuring network skillsets on 35, 100, 108 impact of NCC changes on 52 Symposium Call Center Server

June 2004

servers (continued) upgrading 39 use of configuration information by 55 validating 17, 54 verifying communications database at 38, 45 service level 127, 131 service, agents in 123 setting up NSBR 34 Site field 123, 126, 130 Site Filter box 114 site summary 118 Site Table property page 43 sites 15, 54 adding at the NCC 34, 59 adding to routing tables 79 adding to the communications database with nbconfig 43 communication between 16 configuring routing tables for 78 deleting from routing tables 79 deleting from the network 64 filtering 111 impact of NCC changes on 52 managing at NCC 53 maximum destination 12 moving in routing tables 79 not routing or receiving calls troubleshooting 136 propagating NSBR configuration information to 16, 54 propagation of network skillsets to 68 resetting 137 synchronizing 54 synchronizing manually 65 use of configuration information by 55 size, maximum queue 30 skillset calls agents on 123 agents on network 124 agents on other 124 Skillset field 123, 130 Skillset Filter box 114 Skillset Properties window 108 skillsets, out-of-service 31 SklSet Call field 123 SMonW utility 38 Network Control Center Administrator’s Guide

Index

source site, queuing calls to 12 special characters and filter set import utility 49 Srv Lvl % field 127, 131 starting nbconfig utility 41 statistics. See network call-by-call statistics, network historical statistics collection stopping filtering for network skillsets 115 filtering for remote sites 115 Succession 1000 switch. See switch summary network 118 site 118 switch 15 configuring network CDNs on 34, 102 Symposium Call Center Server, installing 34 Symposium Web Client importing filter sets into 49 migrating filter sets to 39, 48 synchronizing sites 54, 65

T table routing assignments. See routing table assignments table, routing. See routing table Time and Date settings, Windows 56 time zone change, restarting Symposium Call Center Server after 56 conversion, in consolidated reports 58 conversion, in network call-by-call reports 56 relative to GMT, in network call-by-call reports 57 synchronization, troubleshooting problems with 142 time, changing to daylight saving 62 tracert command 137 transition mode 31 troubleshooting 135 call routing 143 incorrect report times 142 network call-by-call statistic collection 141 network skillsets 138 site not routing or receiving calls 136 177

Index

types of routing tables 71

U upgrading NCC 39 network skillsets 39, 46 NSBR 39 servers 39

V validating servers 17, 54 verifying communications database at each server 38, 45 the connection to the NCC 136

178

Standard 1.0

virtual call center 12, 73 and Target Node Count 71

W Wait field 126, 130 wait time for incoming network calls 131 waiting agents 123 waiting calls 126, 130 outbound network 127 WAN 18 Wide Area Network 18 Windows Date and Time settings 56

Symposium Call Center Server

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Nortel Networks Symposium Call Center Server Network Control Center Administrator’s Guide Nortel Networks Mervue Business Park Galway, Ireland Copyright © 2004 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 Symposium Call Center Server 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.

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297-2183-908 5.0 Standard 1.0 June 2004