Nortel Option 11C Basic ACD 1

[ba7389]

Haven't done this in years, and suspect some of you do it everyday. Appreciate any help you can offer. Switch is Release 25.40b with ACD package numbers 41, 42, and 45.

Would like to setup a very basic ACD group with 8 phones in a queue, with reporting using TTY1. After a caller waits 5 minutes in queue, will forward to Microsoft Unified Messaging. Am using M3904 sets, and have added an ACD key on button 0 with an MSB on key 2 and NRD on key 3.

LD23 ACD and SCB translations follow:


TYPE ACD
CUST 0
ACDN 2890
MWC NO
DSAC NO
MAXP 8
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
NCFW 2050
FNCF NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT 300
HPQ NO
OCN NO
OVDN 2050
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
STIO
TSFT 20
HOML YES
RDNA NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO

TYPE SCB
CUST 0
CPRD 01 01 12 31
SHR 0
EHR 23
DOW 6
RFRQ 1
SFRQ 1
ROPT 2 4
PRIO 1
PAGE NO
AID NO
TOT4 NO

Am sure that there is more to do, but at this point, sets are not logged in to queue, and there is no prompt to login.

What else do I need to do, and can you point me toward documentation?

Thanks,

Bruce

 

[GHTROUT]

If it were me, I would set the AID to 1000 9999 rather than 0001 - 9999

Of course, I would disregard just about everything else I wrote

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[ba7389]

I took your suggestion and forced 4-digit IDs by starting range at 1000. Am now basically functional.

For reporting - Should reports be generated automatically (turned on hourly, I think)? If not, how do I request on-deman (or turn on automatic)? Have a buffer connected to the TTY port where I think I have the reports pointed (TTY 1).

For call routing - No budget for anything sophisticated. Does anyone have experience with Frontline ICM or a similar entry-level product?

For RANs - MIRAN cards appear to be inexpensive. Is this a reasonable internal (to PBX) alternative?

Thanks for continued assistance.

-Bruce

 

[GHTROUT]

The reports are controlled in the LD23 SCB and also the USER field in the TTY's "ADAN"

See your ADAN:

LD 22
REQ PRT
TYPE ADAN

MIRANs are probably the best choice. Alternatives can be found lots of places - here for example:

http://www.vikingelectronics.com/products/search_cat_results.php?mycategory=5

Call them to make sure what you see will connect to a RAN type trunk port

Third party reporting packages are touchy, since the vendors often only last a few years. An interesting alternative is to get stats right from a recording system, like this:

http://www.algosolutions.com/products/call-recording-multi-user/index.html

[©] GHTROUT.com [⇔] A Variety of Free Resources for Nortel Meridian/CS1000 System Administrators

 

[ba7389]

ADAN for TTY 1 -

ADAN TTY 1
TTY_TYPE SDI
CAB 00
CARD 00
PORT 1
DES ACD_REPORTS
BPS 9600
BITL 8
STOP 1
PARY NONE
FLOW NO
USER ACD
CUST 00
SSUP NO
APRT YES

SCB -

TYPE SCB
CUST 0
CPRD 01 01 12 31
SHR 0
EHR 23
DOW 6
RFRQ 1
SFRQ 1
ROPT 1 2 3 4
PRIO 1
PAGE YES
AID YES
IDLB 1000
IDUB 9999
LOG 8999
SRPT NO
TOT4 NO

STAT for TTYs -

TTY 0 : ENBL DES: MAINTENANCE1
TTY 1 : ENBL DES: ACD_REPORTS
TTY 2 : ENBL DES: CALL_ACCOUNTING
TTY 3 : ENBL DES: ETHERNET

Based on this, should I not see hourly reports? Are reports generated whether activity or not?

 

[telebub]

Yes but only on Friday. Here is my recommendation of your SCB block based on business hours of 8-5 Monday through Friday. If your business hours and days are different, modify accordingly.

TYPE SCB
CUST 0
CPRD 01 01 12 31
SHR 8 <---Start hour
EHR 17 <---End Hour
DOW 2 3 4 5 6 <---Days of week
RFRQ 1
SFRQ 1
ROPT 1 2 4 <---Remove report 3
PRIO 1
PAGE YES
AID YES
IDLB 1000
IDUB 9999
LOG 8999
SRPT NO
TOT4 YES <---End of Day totals report

War Eagle!
Lions Baseball '09!

 

[ba7389]

This is (will be) a 24-hour operation, but did enter all seven days, where I previously had Friday only.

When I x'd Report 3, option for yes on daily totals went away, so added that back.

Think I may need an INI...CDR port also not sending data.

But as this is, switch should be sending report data 7 days per week on the hour, right?

Thanks again...won't be the last of this, I'm guessing.


TYPE SCB
CUST 0
CPRD 01 01 12 31
SHR 0
EHR 23
DOW 1 2 3 4 5 6 7
RFRQ 1
SFRQ 1
ROPT 1 2 3 4
PRIO 1
PAGE YES
AID YES
IDLB 1000
IDUB 9999
LOG 8999
SRPT NO
TOT4 YES

 

[GHTROUT]

The easiest way to test ACD reports is to change the PBX time to one minute before the scheduled report time (use the nearest time, of course). But [red]caution[/red] is warranted - this will affect phone clock-time and voice mail message time.

The way I config TTYs is to first set them at traditional input/output TTY ports - then make sure I can log in, etc. that way I know I have a working TTY.

Then - XSCH XMTC etc, and add ACD or CTY - whatever one the port will be for.

For your CDR port - make sure the Customer Data Block CDR_DATA section has the "PORT" prompt defined

[&copy;] GHTROUT.com [&hArr;] A Variety of Free Resources for Nortel Meridian/CS1000 System Administrators

 

[telebub]

Yep, that looks good. The totals report is report 4 only at the end of the day. Report 3 should have nothing to do with that and I have always left report 3 out.

Anywho, to test your ACD reporting capture device, get on your maintenance terminal and go to LD 37. Enter TTY 1. Look at the ACD capture device and see if you see something like:

abcdefghi
jklmnopqr
stuvwxyz
123456789
etc, etc, etc

If you do, then your reprts should come out clean on the hour. If you don't see that or if it is garbled, then it won't work.

War Eagle!
Lions Baseball '09!