Nortel Express Call Center, Installation Manual

Page 1: ...Nortel Symposium Express Call Center Voice Services on Media Card Installation Guide Product release 4 2 Standard 2 0 March 2005 297 2183 207 ...

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Page 3: ... 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 t...

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Page 5: ...is the Standard 2 0 version of the Nortel Symposium Express Call Center Voice Services on Media Card Installation Guide for Release 4 2 April 2003 This is the Standard 1 0 version of the Nortel Networks Symposium Express Call Center Voice Services Card Installation Guide for Release 4 2 ...

Page 6: ...vi Symposium Express Call Center Publication history Standard 2 0 ...

Page 7: ...erview 14 Installing the Media Card 16 What s next 17 Cabling the Media Card 18 Assigning network information 22 Upgrading the Media Card 26 Configuring the Media Card on the switch 29 Replacing a Voice Services card with a Media Card 35 Precautions for handling circuit cards 39 Appendix A System restart example 41 ...

Page 8: ...viii Symposium Express Call Center Contents Standard 2 0 ...

Page 9: ...allation Guide ix List of figures Figure 1 Media Card NTVQ01BB 13 Figure 2 A0852632 L adapter 19 Figure 3 L adapter installed in a large system 20 Figure 4 L adapter connected to an Ethernet port 20 Figure 5 Static discharge points 40 ...

Page 10: ...x Symposium Express Call Center List of figures Standard 2 0 ...

Page 11: ...hardware and software compatibility for the Media Card Media Card Switch Options Small systems Option 11C 11C mini Succession 1000 1000M chassis 1000M cabinet Large systems Option 51C 61C 81 81C Succession 1000M Half Group Single Group Multi Group Card slot location 51C 61C 81 or 81C any IPE slot except CONT Note On older Option 51C to 81C systems before IPE shelf vintage NT8D37EC slots other than...

Page 12: ...83 ITG EMC shielding kit 1 A0852632 L adapter 1 Category 5 10 Base T Ethernet standard Software Release Meridian 1 Release 25 15 software and later Succession Release 2 0 and later Dip Switches settings None Time and Date stamp Automatically sent out by the Meridian 1 Succession CPU Upgrade capability Yes loadware upgrades invoked from maintenance CLI Upgrade across network via FTP Prompt Storage ...

Page 13: ... guide related to the Media Card Figure 1 Media Card NTVQ01BB Features The Media Card includes the following features call recording application software preinstalled on the card 24 on board DSP ports Note Although the Media Card can handle 32 DSP ports Symposium Express Call Center supports only 24 ports The remaining ports cannot be used for other purposes 64 Mbytes of voice prompt storage 64 Mb...

Page 14: ...all Center Planning Installation and Administration Guide Release 4 2 Installing the Media Card in the switch To install a Media Card in the switch you must complete the following tasks 1 Install the Media Card in the switch See Installing the Media Card on page 16 2 Connect the necessary cables See Cabling the Media Card on page 18 3 Configure the IVR ACD DNs See To configure the IVR ACD DNs and ...

Page 15: ...switch into a text file and then run the Voice Services Configuration Utility to import the information into Symposium Express Call Center For more information see Configuring a voice services card in the Planning Installation and Administration Guide 3 Use the Symposium Express Call Center client to record comfort messages voice menus and voice segments if required For more information see the Ca...

Page 16: ...ent 5 Insert the Media Card into its assigned IPE slot but do not fully seat the card 6 Connect Media Card cables See Cabling the Media Card on page 18 Note Do not cable the card for Ethernet until after the IP address has been configured See Assigning network information on page 22 7 Fully insert the Media Card in its assigned slot and lock latches Note The red LED on the faceplate of the Media C...

Page 17: ...Internet Protocol IP address for the Media Card See Assigning network information on page 22 ATTENTION See Media Card test and debug capabilities in the Symposium Express Call Center Voice Services on Media Card Maintenance and Troubleshooting Guide for information on maintenance port access and for upgrade and maintenance information ...

Page 18: ...TG EMC shielding kit 1 NTAG81 PC maintenance cable 1 Category 5 10 Base T Ethernet standard cable Media Card Adapter Nortel Server Subnet L adapter The adapter shown in Figure 2 on page 19 breaks out the signals from the I O connector on small and large systems to the following Customer LAN port Nortel Server Subnet one RS 232 port Note The Nortel Server Subnet formerly known as CLAN network inter...

Page 19: ...ing screw and tie wrap In a small system use a securing screw and cable bar and in an Option 11 Mini System use a securing screw and hook and loop tape when installing the adapter r CAUTION Do not connect terminal equipment to both the backplane serial connector on NTMF94BA and the faceplate serial connector on NTAG81CA These are physical cabling options for the same serial port ...

Page 20: ...m Express Call Center Media Card Standard 2 0 Figure 3 L adapter installed in a large system Figure 4 shows the L adapter and cabling connected to an Ethernet port Figure 4 L adapter connected to an Ethernet port ...

Page 21: ... to a modem To provide remote access to the Command Line Interface CLI for support and remote maintenance you can connect a modem to the serial port of the Media Card To set up a working interface 1 Use a standard serial cable and establish communication with the modem from a PC with the following settings 9600 baud 8 data bits 1 stop bit no parity and no flow control 2 Ensure that a Hayes compati...

Page 22: ...ercase l as in lima and the third letter in each function is an uppercase I as in Indigo These functions set the IP address the Subnet mask and the default Gateway IP address respectively and store them in the Non Volatile RAM NVRAM When the system is restarted the Media Card retrieves the network information from NVRAM r CAUTION Risk of network failure The assignment of an IP address requires car...

Page 23: ...ult Gateway IP address for the first time initiate a HyperTerminal session with the Media Card using the following settings Bits per second 9600 Data bits 8 Parity None Stop bits 1 Flow control None Result The Login prompt appears 2 Log on as user vpsdseuser with password welcome2vp Note Whenever you enter a successful command you get a response of value 0 0 x 0 3 At the command prompt type maintM...

Page 24: ...x12c3f84 tNetTask duplicate IP address hex value sent from Ethernet address address If this message appears you must assign another address 9 You know that the card has completed restarting when the following message appears Waiting for DSPM to initialize 10 Press Enter to get the logon prompt 11 Choose Call Disconnect to end the HyperTerminal session Note The network details and RAM appear in the...

Page 25: ...rd treatment is being created the administrator can browse the contents of the PCMCIA storage card and do procedures such as add create or delete operations on prompt files and folders For more information see the Symposium Express Call Center Call Center Management Guide ...

Page 26: ...n see Cabling the Media Card on page 18 For information on the serial connection see the Voice Services on Media Card Maintenance and Troubleshooting Guide 2 Restart the card by pressing Reset on the faceplate Result The version numbers of the card firmware appear The following is an example of a startup sequence Rebooting Pack value 0 0x0 MC Firmware Rls 6 5 8051XA Firmware Version 4 9 6 Dec 2002...

Page 27: ...oadware if commissioning the card for the first time If you are not commissioning the card for the first time ensure that you make the changes in a scheduled maintenance slot To upgrade the loadware follow this procedure on the Symposium Express Call Center server 1 From the Windows Start menu choose Programs MSDOS Prompt Result The MSDOS Prompt window appears 2 Type ftp and then press Enter 3 Typ...

Page 28: ...t type upgradePCMCIA A filename mms where filename mms is the new loadware image file and then press Enter Result The upgrade file transfers to the PCMCIA drive An example of the filename is acd_login_1 08 mms Note To determine which loadware file is currently installed at the prompt type ll two lowercase l as in lima to see a list of files in the directory 10 To end the ftp session in the MS DOS ...

Page 29: ... in the switch To configure the IVR ACD DNs and night call forward Note To increase stability you must configure night call forward NCFW on the voice services IVR ACD DN Calls from the associated IVR ACD DN are automatically transferred to the NCFW DN if all voice services ports are logged off 1 Log on to the switch 2 Load Overlay 23 by typing LD 23 at the prompt 3 Respond to the prompts as shown ...

Page 30: ...o the prompts as shown in the following table If a prompt appears that is not in the table press Enter to accept the default value MAXP xxxx Maximum Agent Positions Each Voice Services port counts towards the maximum value entered here and also towards the ISM limit NCFW xxxx Night Call Forward DN This parameter must be set It is also used if all ports are logged off which may indicate an underlyi...

Page 31: ... following table If a prompt appears that is not in the table press Enter to accept the default value CUST 0 Customer number AID YES Enables agent ID This mode allows agents to specify an agent ID when logging on to a set IDLB 0001 Agent ID Lower Boundary The lowest Agent ID that can log on to the queue Set to a low value to allow more valid agent IDs IDUB 9999 Agent ID Upper Boundary The highest ...

Page 32: ...s an ACD key specifying queue ID xxxx and position ID yyyy Note The position ID must not be greater than 4 digits in length or less than 2 digits in length Position IDs outside of this range result in channel logon failures KEY 1 SCR xxxx Single Call Ringing DN key KEY 2 TRN Transfer key Incoming Calls will be transferred to a Default DN if contact is lost with Symposium Express Call Center KEY 3 ...

Page 33: ...outed Note Perform this procedure only if the Media Card is not functioning properly or if calls are not routed as intended You may cause problems if you stop and start the Media Card 1 Log on to the switch 2 Load Overlay 32 by typing LD 32 at the prompt 3 Use the following commands to enable or disable Voice Services ports ATTENTION Symposium Express Call Center supports a maximum of 24 ports on ...

Page 34: ...Card Standard 2 0 4 Type to exit from the overlay 5 Log off the switch STAT l s c Displays the status of the card and a brief status of all units STAT l s c u Displays the status of one unit voice services port Command Description continued ...

Page 35: ...A drive If the B drive was used on the Voice Services card then the location of the announcements must be changed from the B drive to the A drive using the Voice Services Administration tool of the SECC server See Changing the location of announcements from B drive to A drive on page 37 To replace the Voice Services card 1 Remove the Voice Services card from the switch 2 Remove the PC card from th...

Page 36: ...e slot of the Voice Services card 4 Format the new PC card using the diskInit A command 5 From the FTP site download all the stored announcements onto the correct locations on the new PC card making directories subdirectories where appropriate 6 For all the announcements that were stored on the B drive of the Voice Services card using the Voice Services Administration tool of the SECC server chang...

Page 37: ... IP address used by the Voice Services Card 15 Restart the Media Card and then do a loadware upgrade if necessary Changing the location of announcements from B drive to A drive If announcements were stored on the B drive of the Voice Services card the server must be changed to play back the announcements from the A drive of the Media Card 1 Enter the Voice Services administration menu ...

Page 38: ...38 Symposium Express Call Center Media Card Standard 2 0 2 Select the announcement for which you want to modify the drive location 3 In the location field change the path from B to A ...

Page 39: ...e Module covers are not hinged when removing them do not let go of the covers Lift covers away from the module and set them out of your work area DANGER Risk of equipment damage and personal injury Circuit cards may contain a lithium battery There is a danger of explosion if the battery is incorrectly replaced Do not replace components on any circuit card you must replace the entire card Dispose o...

Page 40: ...ply is removed or inserted Software disable cards if applicable before they are removed or inserted Whenever there is an enable disable switch hardware disable cards before they are removed or inserted Return defective or heavily contaminated cards to a repair center Do not try to repair or clean them Wrist strap connection point Bare metal strip 553 5000 Wrist strap connection point Bare metal st...

Page 41: ...rd Rebooting Pack value 0 0x0 MC Firmware Rls 6 5 8051XA Firmware Version 4 9 6 Dec 2002 C Nortel Inc 2001 EPLD Version 4 0 32K External RAM detected 8K DPRAM detected Dongle serial number 10081198 All FPGAs are configured All self tests have passed SRAM test okay SDRAM Addr test okay SDRAM blank over Early serial debug initialized VxWorks System Boot Copyright 1984 1998 Wind River Systems Inc CPU...

Page 42: ...8 350000 563980 Starting at 0x1000 Early serial debug initialized Setting tLogTask priority to 250 Found device Cirrus CL PD672x 0x1affe64 tRootTask PC Card Detected Socket 0 0x1affe64 tRootTask PC Card Detected Socket 1 ipMethodInit gIPMethod 2 IP Address from NVRAM 47 166 107 146 IP Data in NVRAM Valid Boot Line updated IP Address 47 166 107 146 Gateway Address 47 166 107 190 Subnet Mask ffffffc...

Page 43: ...nk to Return MAC Address for Port 1 is 00 20 d8 d0 21 a9 0x1affe64 tRootTask Loading MAC_21440 0x1affe64 tRootTask mac21440Load Init String 0 NULL ixpMac 0x1affe64 tRootTask Loading MAC_21440 0x1affe64 tRootTask MAC 21440 String Processed all arugments 0x1affe64 tRootTask mac21440InitMem Net Pool ID is 18166108 0x1affe64 tRootTask Done loading mac21440 0x1affe64 tRootTask mac21440Start Starting po...

Page 44: ... SECC Voice Services MC1 8A 0x10bc78c tMaint Task spawned TEST 1 12 REC Volume is OK 0x1affe64 task dead recordingDiskInit created volume 1 MB 0x10bc78c tMaint Init XA 0x10bc78c tMaint XA Create MsgQ Struct 0x10bc78c tMaint XA Register with M 1 Manager 0x10bc78c tMaint XA Spawn xaTask 0xf8daa4 tXA Task Spawned OK Initializing initAppGlob serial number 00000000 This indicates that the card is booti...

Page 45: ...oading ag sa 24 chan timeswitch 0xf7ae90 tAries Not sending the configuration message 0xf7498c tServer Task spawned 0xf7498c tServer Task initializing 0xf8b1e8 tDspmStart dspmStart Downloading DSP Loadware File to core 0 0xf8b1e8 tDspmStart dmaInit Initializing DMA 0xf8b1e8 tDspmStart dspmStart Downloading DSP Loadware File to core 1 0xf8b1e8 tDspmStart dspmStart Downloading DSP Loadware File to c...

Page 46: ...0bc78c tMaint Aries audit go operational 0x1afd754 tAriesAudit Task operational 0x10bc78c tMaint Generate DTMF go operational 0xf78ce4 tGenDTMF Task operational 0x10bc78c tMaint VP application go operational 0xf8303c tDSPM tDSPM resuming 0xf76b38 tVpAppl Task operational 0x10bc78c tMaint Server go operational 0xf7498c tServer Task operational ...

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Page 48: ...g between the Meridian 1 and Symposium Express Call Center 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...