Nortel Interfaces Guide

Transcription

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2 Document status: Standard Document version: 0101 Document date: 13 October 2009 All Rights Reserved While the information in this document is believed to be accurate and reliable, except as otherwise expressly agreed to in writing NORTEL PROVIDES THIS DOCUMENT "AS IS" WITHOUT WARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED The information and/or products described in this document are subject to change without notice Nortel, Nortel Networks, the Nortel logo, and the Globemark are trademarks of Nortel Networks All other trademarks are the property of their respective owners

3 3 Contents New in this release 5 Features 5 Other changes 5 Introduction 7 Intended Audience for This Guide 7 Related Documents 8 Conventions Used in This Guide 8 Customer support 8 Finding the latest updates on the Nortel Web site 8 Getting help from the Nortel Web site 9 Getting help over the phone from a Nortel Solutions Center 9 Getting help from a specialist by using an Express Routing Code 9 Getting help through a Nortel distributor or reseller 9 Nortel ASCM for CCMS 11 Prerequisites 11 System Requirements 11 Configuration 12 Adding the Package to the Integration Server 13 Configuring the Nortel SQL Adapter Component 13 Reference Materials 15 Source Measure Mapping 15 Nortel CSI for Symposium 19 Prerequisites 19 System Requirements 19 What You Need To Know for Configuration 20 Installing the Runtime Sybase Open Client 20 Configuration 21 Configuring the Sybase Open Client Runtime Application 21 Configuring the Nortel CSI for Symposium 24 Configuring the Interface Queries 25 Creating a Report On Demand 26 Using the Execute Report Button 26 Using the Import Now Button 27 NN Standard October 2009

4 4 Contents Nortel STCI CTC for Meridian 29 Prerequisites 29 System Requirements 30 What You Need To Know Before Using the Nortel STCI CTC for Meridian 30 Where to Install Intel NetMerge 30 Pre-Install Checklist for Nortel 30 Installing the Intel NetMerge Software 32 Hardware License Key 32 Installation Task List 32 Selecting the System 33 Installing the License Key 33 Installing Intel NetMerge 33 Configuring the Interface 34 Task list 34 Configuring the Interface 34 Technical Notes 36 NetMerge Version Support 36 Microsoft Data Access Component (MDAC) Version 36 NetMerge Server Keep-Alive Timer Settings 36 Nortel STCI for Symposium RSM 39 Prerequisites 39 System Requirements 39 What You Need To Know Before Installing and Configuring 39 Configuration 40 Nortel STCI for Symposium RTD 43 Prerequisites 43 What You Need To Know Before Configuring the Interface 44 Configuration 44 NN Standard October 2009

5 5 New in this release The following sections detail what s new in (NN ) for Release 70 "Features" (page 5) "Other changes" (page 5) Features There are no feature changes for this document Other changes Nonessential graphics have been removed from procedures NN Standard October 2009

6 6 New in this release NN Standard October 2009

7 7 Introduction This guide is intended for use by Workforce Management administrators It guides you through the steps to configure the Nortel interfaces This guide is not intended to teach the basics of computer or software operation or use, and does not contain tutorial information Please note that this document is intended primarily for viewing on-line However, the format of the document is based on that of a printed manual, to support customers who print all or portions of the document For similar reasons, entries in the Table of Contents and cross references refer to page numbers Those same entries function as hyperlinks for ease of use when the document is viewed electronically Note: Colors may not print legibly on black and white printers If you are using a non-color printer, select the option to print colors as black In addition, please note that the screen shots used in this guide are for illustrative purposes only There may be some differences between what you see in the product and these screenshots, but those differences should not be significant or affect the accuracy of the information contained in this guide This introductory section to the guide provides information on: "Intended Audience for This Guide" (page 7) "Related Documents" (page 8) "Conventions Used in This Guide" (page 8) "Customer support" (page 8) Intended Audience for This Guide This guide is designed to be used by administrators of Workforce Management It is assumed that you, as an administrator, are experienced in working with contact center equipment and software applications as well as PC workstation hardware and software NN Standard October 2009

8 8 Introduction Related Documents For further information about Workforce Management, see the following Nortel documents: Administration Guide (NN ) Schedulers Guide (NN ) Conventions Used in This Guide The following table highlights conventions used to describe user interaction, as well as special notations used in this document Area Menu Items Document Names Buttons, Functions, and Dialog Box and Window Names User Variables Description Menu items are highlighted in bold as in the following example: From the menu, choose File > Preferences > Options Other Nortel documents are referred to using italics For example: Refer to the Nortel Workforce Management Administration Guide for more information Specific button or function names are highlighted in bold The following example shows how a button and dialog name are referred to in the documentation: Click OK, and then choose the Restore Database dialog box When the user is expected to type a value, the name of the variable to be replaced is surrounded by < > The following are examples: <Your ER Server Name> The notation <Your ER Server Name> refers to the name of your Enterprise Reporting server When you see this notation, replace it with the actual name of your Enterprise Reporting server Customer support This section explains how to get help for Nortel products and services Finding the latest updates on the Nortel Web site The content of this documentation was current at the time the product was released To check for updates to the latest documentation, go to wwwnortelcom/documentation NN Standard October 2009

9 Customer support 9 Getting help from the Nortel Web site The best way to get technical support for Nortel products is from the Nortel Technical Support web site: wwwnortelcom This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products download software, documentation, and product bulletins search the Technical Support web site and the Nortel Knowledge Base for answers to technical issues sign up for automatic notification of new software and documentation for Nortel equipment open and manage technical support cases Getting help over the phone from a Nortel Solutions Center If you do not find the information you require on the Nortel Technical Support web site, and have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center In North America, call Nortel ( ) Outside North America, go to the following web site to obtain the phone number for your region: wwwnortelcom/callus Getting help from a specialist by using an Express Routing Code To access some Nortel Technical Solutions Centers, you can use an Express Routing Code (ERC) to quickly route your call to a specialist in your Nortel product or service To locate the ERC for your product or service, go to: wwwnortelcom/erc Getting help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller, contact the technical support staff for that distributor or reseller NN Standard October 2009

10 10 Introduction NN Standard October 2009

11 11 Nortel ASCM for CCMS The Nortel ASCM for CCMS, where ASCM stands for Agent Scorecard Metrics, is a batch process developed using the Generic SQL adapter framework It allows importing source measures from a Nortel Contact Center Manager Server (CCMS) to the Scorecards database in a simple and easy way, and works with CCMS version 6 or greater Note: Starting with version 6, Nortel s Symposium solution is known as Nortel Contact Center (often refered to as Nortel CC6) The new name for Symposium Call Center Server (SCCS) is Contact Center Manager Server (CCMS) The interface acts between the CCMS database server and Integration Server It connects to the Nortel Sybase database, sends a SQL query, and generates an intermediate report based on the response This intermediate report is interpreted by the converter component of the interface and the data is imported into the Scorecards database The parameters and source measures involved are discussed in "Related Documents" (page 8) Prerequisites This section contains information you should know and directions you must follow before using the Nortel ASCM for CCMS software System Requirements Hardware The system requirements for Integration Server are adequate for the interface Software Before you use the Nortel ASCM for CCMS: Ensure that you have a Nortel CCMS database server version 6 or greater NN Standard October 2009

12 12 Nortel ASCM for CCMS Take note of the IP address and port number of the Sybase server service, usually port 5000 Verify the name of the database, usually blue Verify that you have SQL login credentials with at least read-only access to the views or tables listed below of the CCMS Sybase server: Views in the blue Database dagentperformancestat dagentbyapplicationstat dactivitycodestat The SQL credential must also have permissions to create, drop and select from temporary tables You must decide which metric is to be used for Wrap Time You can choose either PostCallProcessingTime, or a metric defined by its activity code in the dactivitycodestat view In this case you will need to know the activity code used for After Call Work (Wrap Time) The latter is the default In addition, you must have: a static IP address for the Integration Server network connectivity across the LAN or WAN from the Nortel database server to the Integration Server Finally, you must obtain a license from Verint Systems to use the Nortel ASCM for CCMS Configuration Before you can configure the interface, you need to have the following information available: The IP address, port, database name and login credential of the Nortel CCMS Sybase database server Where applicable, you also need the wrap time activity code To configure the Nortel ASCM for CCMS, you do the same thing that you do with any integration package add the package to your Integration Server s workflow, and complete the tabs that are associated with its components NN Standard October 2009

13 Configuration 13 For more information about how to add an integration package to your Integration Server, refer to the Workforce Management Administration Guide Adding the Package to the Integration Server To add the package to Integration Server: Step Action 1 Log into Workforce Management as an administrator 2 In the System module, go to the Integration section 3 Select the integration server and click Edit Configuration 4 Select the topmost entry in the Integration Packages pane, Integration Server (Root@<machine name>) 5 Click the Workflow tab 6 Select the Nortel ASCM for CCMS package from the list of available packages and click the arrow to move the package to the list of selected packages 7 Click Save The screen refreshes You should now be able to see the Nortel ASCM for CCMS package listed in the leftmost pane, Integration Packages 8 Click Save End Configuring the Nortel SQL Adapter Component To configure the Nortel SQL Adapter component: Step Action 1 Click the Nortel SQL Adapter component of the package (expand the package if necessary to display the components) and click its Configure tab 2 In the Configuration Parameters container, fill in the parameters with the appropriate information for your situation The following table shows the basic parameters and gives a brief description of their use NN Standard October 2009

14 14 Nortel ASCM for CCMS Parameter Sybase Database Server Name Sybase Port Number Sybase Database Name User ID Password Wrap Time Wrap Time Activity Code Description The host name of the Nortel CCMS database server The port number the Sybase service is listening to on the database server This is normally 5000 The name of the Nortel CCMS database, normally blue The Sybase SQL user credential used to log onto the database Password for the user credential This is the Wrap Time / After Call Work selector You can use Activity Code or PostCallProcessingTime See the Nortel FAQ Extract in the supplementary section of this guide for an explanation from Nortel why PostCallProcessingTime might gather incorrect data Specify the code as per the ActivityCode field of the dactivitycodestat view relating to Wrap Time / After Call Work It is the unique identifier (up to 32 characters) for an activity, and is usually a number (though represented as a string) There is also an ActivityCodeNam e in the view However the name field is not unique and therefore cannot be used 3 Edit the values as necessary and click Save End Enable the timer component and the adapter is now ready to be used To enable the timer: NN Standard October 2009

15 Reference Materials 15 Step Action 1 Select the Nortel ASCM for CCMS package 2 Select the Timer component 3 Check the Active checkbox to enable the timer 4 Click Save End Reference Materials Detailed instructions for setting the Timer are located in the Workforce Management Administration Guide Source Measure Mapping The Nortel ASCM for CCMS imports the following agent parameters from tables in the CCMS database to the Scorecards database: View dagentperformancestat: AgentLogin LoggedInTime TalkTime HoldTime CallsAnswered NotReadyTime WaitingTime CallsOffered View dagentbyapplicationstat: AgentLogin PostCallProcessingTime View dactivitycodestat: AgentLogin ActivityTime NN Standard October 2009

16 16 Nortel ASCM for CCMS The above are used to calculate data for the following standard KPI source measures: Login Time = LoggedInTime Talk Time = TalkTime After Call Work Time = PostCallProcessingTime or ActivityTime specified by ActivityCode Hold Time = HoldTime Daily Actual Abandoned = CallsOffered - CallsAnswered Aux Time = NotReadyTime Aux In Time = 0 Aux Out Time = 0 Idle Time = WaitingTime Actual Calls = CallsOffered Total Calls Handled = CallsAnswered Nortel FAQ Extract The following extract is verbatim from pp of the FAQ section of Nortel document : Nortel Contact Center Manager - Historical Reporting and Data Dictionary, product release 60, standard 805, June 2007 Questions about activity and Not Ready statistics When an agent is in the Not Ready state, the agent can account for time spent in this state using Not Ready reason codes The codes entered by the agent identify the reason why the agent is in the Not Ready state Not Ready reason code statistics provide accounting information based on a combination of Not Ready reason code and agent These statistics provide a means to monitor an agent s Not Ready time distribution within their working hours Not Ready reason codes are activated by pressing the Not Ready key However, unlike activity codes, an agent must be in the Not Ready state before attempting to enter a Not Ready reason code How do I prevent Not Ready times from pegging as post-call processing time? Consider a scenario in which the following events occur: 1 An agent finishes a call for a skillset 2 The agent presses the Not Ready key and enters the Not Ready reason code for coffee break NN Standard October 2009

17 Reference Materials 17 3 The agent returns 15 minutes later and presses the Not Ready key again The following statistics peg View Statistic Value AgentBySkillset PostCallProcessing 15 minutes AgentByApplication PostCallProcessingTime 15 minutes ActivityCodeStat ActivityTime (Coffee) 15 minutes AgentPerformanceStat NotReadyTime 15 minutes To prevent coffee break (Not Ready) time from accumulating in the Agent By Skillset/Agent by Application Reports, after completing the call, the agent: Step Action 1 Presses the Not Ready key 2 Presses Not Ready again 3 Presses Not Ready and enters the Not Ready reason code End This procedure stops the accumulation of post-call processing time, and the true Not Ready time pegs against the agent activity (coffee break) The Not Reason code at step 3 is optional If it is not entered, post-call processing time still stops NN Standard October 2009

18 18 Nortel ASCM for CCMS NN Standard October 2009

19 19 Nortel CSI for Symposium The Nortel CSI for Symposium, where CSI stands for Contact Statistics Interface, allows you to obtain contact statistics from Nortel Symposium databases for use in Forecasting and Scheduling This information is required to accurately forecast and effectively schedule the workforce This interface is for use with Symposium Call Center Server Note: Starting with version 6, Nortel s Symposium solution is known as Nortel Contact Center (often refered to as Nortel CC6) The new name for Symposium Call Center Server (SCCS) is Contact Center Manager Server (CCMS) Using a Sybase Open Client Runtime application, which is installed with it, the interface queries a Nortel Symposium database and generates a text report that contains historical contact data Multiple instances of the Nortel CSI for Symposium (up to a maximum of five) can be configured on the same Integration Server to access a different Symposium database, enabling multi-site contact data to be retrieved You use the Workforce Optimization Solution s System module s Integration section to provide information the interface needs to connect to Nortel Symposium databases on the Symposium Call Center Servers (SCCS) Prerequisites This section contains information you should know before using the Nortel CSI for Symposium System Requirements Ensure that the following software is already installed on its own server Forecasting and Scheduling You must also ensure that the following software is already installed: Integration Server NN Standard October 2009

20 20 Nortel CSI for Symposium In addition, the Symposium Call Center Server must be installed on a machine that is accessible to the interface (whether through the network or on the same machine) Note: The Nortel CSI for Symposium installs a Sybase Open Client Runtime application (see page 21) The Nortel CSI for Symposium uses the Sybase Open Client API to connect to the Symposium database and retrieve contact statistics, either per Application or per Agent Skills Please ensure that the Nortel SCCS client is NOT installed on the same machine as the Nortel CSI for Symposium and Integration Server, otherwise the shared drivers (DLLs) will conflict and no reports will be generated What You Need To Know for Configuration To configure the Nortel CSI for Symposium, you need: Administrator access to the Integration Server computer The IP address of each SCCS (for Sybase runtime client configuration) A user name and password with system administrator access rights to each SCCS (for interface configuration) Installing the Runtime Sybase Open Client The setup file for the Sybase Open Client Runtime application is located on SuiteCd2_IntegrationAndThirdPartyComponents, in the following folder: \Integration-ThirdParty\Sybase-odbc-2112 To install the runtime client: Step Action 1 Using Explorer, navigate to the \Integration-ThirdParty\Sybaseodbc-2112 folder 2 Double-click the setupexe file 3 When the Sybase Welcome screen appears, click Next 4 Click Next to accept the Open Client Runtime installation 5 When the Select Sybase Installation Directory screen appears, either accept the default installation directory or browse for another directory, then click Next 6 When the Select Program Folder screen appears, click Next to accept the default Note: Under some conditions, when the system variable Path contains too many values, the Sybase installation may crash To work around this issue, copy the current settings of the Path NN Standard October 2009

21 Configuration 21 variable to a text document, edit the settings so there are no more than two or three paths, rerun the installation process, and then restore the values of your Path variable from the text file you created 7 If the following screen appears, select I will logoff later and click Finish 8 When the Sybase installation is complete, click OK End Configuration You need to configure both the Sybase Open Client Runtime application and the Nortel CSI for Symposium You will configure the Sybase Open Client Runtime application and the Nortel CSI for Symposium for each instance of the interface you have installed (up to the maximum of five) Configuring the Sybase Open Client Runtime Application To configure the Sybase Open Client Runtime application, you use two Sybase applications to define the communication information that the runtime client needs You access these applications from the Sybase program folder There are three parts in the process of configuring the runtime application: 1 Use the Sybase Open Client/Open Server (OC OS) Configuration application to configure the runtime client 2 Use the Sybase Dsedit application to define the server object (or objects) 3 Test the configuration by pinging the server NN Standard October 2009

22 22 Nortel CSI for Symposium To configure the runtime client: Step Action 1 From the Programs menu, open the Sybase program folder and click OC OS Config Utility to open the Sybase Open Client/Open Server Configuration dialog box 2 Verify that the path in the SYBASE field is the one you selected during installation 3 On the Net-Library tab, select TCP as the Protocol then select NLWNSCK from the list of drivers 4 Click OK to close this application End To define the server objects: Step Action 1 From the Programs menu, open the Sybase program folder and click Dsedit to open the Select Directory Services dialog box 2 Select InterfacesDriver, then click OK to open the Dsedit window for this Directory Service 3 On the Server Object menu, click Add to open the Input Server Name dialog box 4 Enter the Data Source Name (DNS) for the server name, for example, SCCS1, then click OK to return to the Dsedit window, which displays the attributes for the server object 5 With the SCCS Server selected in the left pane, double-click the Server Address field to display the Network Address Attribute dialog box NN Standard October 2009

23 Configuration 23 This dialog box is empty until you add the address 6 Click Add then complete the Input Network Address For Protocol dialog box by selecting TCP as the protocol and entering the CLAN IP address of your SCCS server Include the port address as the example shows 7 Click OK to return to the completed Network Address Attribute dialog box 8 Click OK to return to the Dsedit window, which now displays the fully defined server object End To test the configuration: NN Standard October 2009

24 24 Nortel CSI for Symposium Step Action 1 In the Dsedit window, right-click the Server Address field then click Ping Server on the shortcut menu to display the Ping dialog box 2 Select the protocol and server address you entered earlier and click Ping If this action is successful, you receive a message similar to the following: Open connection to server at ( ,5000) succeeds Close connection succeeds Loaded the dynamic link library NLWNSCKDLL (d:\sybase\dll\nlwnsckdll) If you receive a message that the connection fails, verify that you correctly entered the IP address, including the port If the address is correct, verify that your SCCS is online and functioning correctly 3 Click OK to dismiss the message, click Done to close the Ping dialog box, then close the Dsedit application End Configuring the Nortel CSI for Symposium To configure the Nortel CSI for Symposium, you do the same thing that you do with any integration package add the package to your Integration Server s workflow, and complete the tabs that are associated with its components For more information about how to add an integration package to your Integration Server, refer to the Workforce Management Administration Guide To configure the interface: Step Action 1 Expand the Nortel CSI for Symposium package to display its components, select the Nortel Symposium DCS Adapter component, then click the Configure tab 2 Provide the information that Integration Server needs to communicate with the Symposium Call Center Server Enter the SCCS server name (DSN) This DSN is the same one you used in the Sybase Client setup Enter the user name and password to access the database that stores the contact statistics NN Standard October 2009

25 Configuration 25 The user name and password must belong to an account that has system administrator access rights on the DSN Under SCCS Version, select the version of your data source Under Report Level, select the level that corresponds with your contact center setup 3 To set the timer to trigger the report at a regular interval, configure the Timer component as the Administration Guide describes End You can have a single Integration Server connect to additional Symposium databases by repeating the above process, configuring additional DSNs in the Sybase Client, and adding Nortel CSI for Symposium packages Configuring the Interface Queries It is possible to change the application and skill queries that the interface uses to fetch the data For a 3x - 4x application query, the interface creates a file qry_app_30txt; for a skill query it creates a file qry_skill_30txt The files will be created automatically if they don t exist in the current working directory of the interface If you later delete these files, the interface will use the default queries and try to recreate the query files The files contain documentation on the format of the queries and procedures to be followed to change the queries A sample output of the application query file is shown below: # Query file details: # 1 The file names indicate the type of query, the syntax is: # qry_<type>_<version>txt # For example: # qry_app_15txt is an application query for sccs version 15 # qry_skill_30txt is a skill query for sccs version 30 # 2 A hash in the first character of any row is treated as a comment # Any rows not starting with the comment is considered part of the query # 3 Files must be located in Integration Server s current working director # 4 Do not change the columns of the query, any other parameters can # can be changed # 5 Use the string %s for time values in the queries These values are: # dynamically computed in the interface NN Standard October 2009

26 26 Nortel CSI for Symposium # For example: select * from db where time >= %s and time < %s # select iapplicationstatapplication, iapplicationstatcallsanswered, iapplicationstatcallsansweredaftthreshold, iapplicationstatcallsabandoned, iapplicationstatcallsabandonedaftthreshold, iapplicationstatcallsanswereddelay, iagentbyapplicationstattalktime, iapplicationstatsite, iagent- ByApplicationStatPostCallProcessingTime from iapplicationstat, iagentbyapplicationstat where iapplicationstattimestamp = %s and iapplicationstattimestamp *= iagentbyapplicationstattimestamp and iapplicationstatapplication *= iagentbyapplicationstatapplication order by iapplicationstatapplication ASC Creating a Report On Demand You can obtain a report for an individual interval, or for a range of intervals, independent of the automatic report generation that you can set up by configuring a timer Using the Execute Report Button Step Action 1 To obtain a report independent of the timer configuration, select the Nortel Symposium DCS Adapter component, then click the Custom Reports tab 2 Select the report type, then enter or select the date and time that you want to include in the report Single Report this option produces one report, for the 15-minute interval that starts at the time set in the dialog box Series of Reports this option produces a separate report for every 15-minute interval that occurs within the date and time range you select The first 15-minute interval starts at the exact time you click Execute Report Note that you can start a report only on an even quarter hour 3 Click Execute Report to create a report determined by the selection above End NN Standard October 2009

27 Creating a Report On Demand 27 Using the Import Now Button In addition to the Execute Report button described on the previous page, you can create a single report on demand by using the Import Now button in the Monitor tab shown below The reports that are created are determined by the specific time it is when you click Import Now Integration Server uses the following algorithm: The counter notes the current time and advances to the nearest quarter-hour Using that time as a marker, it then goes back 1/2 hour and sets the new time as the END time of the report Example 1: You click Import Now at 4:31 PM (16:31) The counter goes forward to the next quarter hour = 4:45 Then it goes back 1/2 hour from 4:45 to 4:15 and sets this as the END time of the report Since the report is 15 minutes long, subtract another 15 minutes = 4:00 This is the START time of the report The report, therefore, will include data from 4:00 to 4:15 Example 2: You click Import Now at 4:15 PM (16:15) The counter is exactly at a quarter hour so it does not advance = 4:15 Then it subtracts 1/2 hour = 3:45 This is the END time of the report Since the report is 15 minutes long, subtract another 15 minutes = 3:30 This is the START time of the report NN Standard October 2009

28 28 Nortel CSI for Symposium The report, therefore, will include data from 3:30 to 3:45 NN Standard October 2009

29 29 Nortel STCI CTC for Meridian The Nortel STCI CTC for Meridian, where STCI stands for Streaming Time Collection Interface, lets Integration Server obtain real time agent state data from your Nortel ACD contact center equipment, and send it to the Workforce Management database This interface is for use with Intel NetMerge You use the Integration section in the Workforce Optimization Solution s System module to provide information the interface needs to connect to, obtain, and interpret the agent state data, coming via Intel NetMerge The following illustration shows both logical and physical diagrams of the contact center setup when using the Nortel STCI CTC for Meridian Note: In this diagram, the NetMerge software is installed in the Integration Server computer This is the recommended installation, although NetMerge can be installed on a separate machine, as long as that machine is on the same LAN as the ACD and Integration Server Prerequisites This section contains information you should know and directions you must follow before using the Intel NetMerge and Nortel STCI CTC for Meridian NN Standard October 2009

30 30 Nortel STCI CTC for Meridian System Requirements An ACD supported by Intel One hardware license key ( dongle ) for Intel NetMerge See"Hardware License Key" (page 32) Software Before you use the Nortel STCI CTC for Meridian, ensure that the following software is already installed on the Integration Server: Intel NetMerge What You Need To Know Before Using the Nortel STCI CTC for Meridian During the installation of Intel NetMerge and the configuration of the Nortel STCI CTC for Meridian, you need to have this information: NetMerge network protocol, server address, and server logical identifier The server address must be a static IP address A list of the telephony devices and agent queues you plan to monitor A list of agent ACDIDs The agent logins used for adherence in the Data Source IDs field in Forecasting and Scheduling These are the numbers that agents use when they log into the ACD Where to Install Intel NetMerge You can install Intel NetMerge on any machine on your network Pre-Install Checklist for Nortel Note and/or complete the following items before installing or configuring the Nortel STCI CTC for Meridian Nortel Symposium: Ensure that All ACD DNs work in AGENT_MODE (LD 23) Ensure that the ISAP prompt in the ACD DN (ACD Queue Number) LD 23 configuration screen is set to YES This parameter is important for enabling unsolicited messages for ACD sets to flow over the Meridian Link Set the AST prompt (LD 10 or LD 11) with the keys number of the DNs (ACD Position and The Outbound Key on the phone set ) which are going to be monitored for each phone set Typically the ACD position will be configured on key 0 and the Outbound key on key 8 (for example: AST 0 8 ) Configure the prompt IAPG in every Telephone set configuration screen (LD 10 or LD 11) to have the value 1 ( IAPG 1 ) That means that we NN Standard October 2009

31 Prerequisites 31 will get all the status reports, regarding those telephone sets activity, via the Meridian Link Meridian Link Ensure that the Meridian Link is installed and running Run the following commands from the Meridian Link console to verify that the Meridian Link is correctly installed Step Action 1 Login as MLUSER The console screen should show a line starting with mlusr > 2 Type the command status Link 0 The response to this command should be Link 0 is UP 3 Type the command status link 1 The response should be link 1 enabled but down 4 Type the command ga The response should be a screen with various fields One of these fields is Association ID This ID will be used for future commands 5 Type the command set monitor [Association ID ] The response should be monitor successfully set 6 Type the command enable monitor [Association ID ] The response should be Monitor Enabled 7 If the call center is active (Other Application registered on part of the DNs to receive messages), verify that Call Offered messages and Status Change messages appear on the screen You should also see a flow of hexadecimal messages on the screen 8 If the call center is not active, provide two phone sets and perform incoming, internal, and out going calls between them Note: If any other devices such as Resume Routing are already connected to CallBridge, the PBX link number and PBX Sub-Application Number must be modified from the default settings of 5 and 25, respectively See sections 5-6 and 5-7 of the CallBridge for Workgroups - CSTA, Release 40, Installation and Problem Determination Guide for further assistance End NN Standard October 2009

32 32 Nortel STCI CTC for Meridian Installing the Intel NetMerge Software ATTENTION If you have not already done so, please read "Prerequisites" (page 29) The Nortel STCI CTC for Meridian package consists of files in several directories on the WFO Installation DVD in the folder SuiteCd2_IntegrationAndThirdPartyComponents They are: Integration-ThirdParty\Intel-NetMerge-60 contains the installers for Intel NetMerge Integration-ThirdParty\Intel-NetMerge-60\Docs contains electronic copies (PDF) of the user s guides for Intel NetMerge See the listing on the previous page Hardware License Key The interface installation package includes one hardware license key ( dongle ) that is part of the Intel NetMerge package and is needed to operate the software Refer to the Intel NetMerge Installation and Configuration Guide supplied with this interface for information on how and when to use this key Installation instructions are also included in"installing the License Key" (page 33) Installation Task List To install the Intel NetMerge software, you must complete the following tasks in the order listed here Detailed instructions follow this section Step Action 1 Select the system on which you intend to install NetMerge See"Selecting the System" (page 33) 2 Install the Intel NetMerge hardware license key See "Installing the License Key" (page 33) 3 Install and configure Intel NetMerge See "Installing Intel NetMerge" (page 33) 4 Add the interface to Integration Server and configure it The configuration for the interface is described in "Configuring the Interface" (page 34) End NN Standard October 2009

33 Installing the Intel NetMerge Software 33 Selecting the System Select the system on which you intend to install Intel NetMerge This system can be the Integration Server or any other dedicated system on the same network as the Integration Server Note: You can install Intel NetMerge on a separate system, but we recommend that you install it, along with the interface, on the Integration Server computer Installing the License Key Plug the Intel NetMerge hardware license key ( dongle ) into the parallel printer port on the system you selected in Step 1, as shown in the following illustration Do not remove the dongle during software installation or operation Note: Do not remove the hardware key from the port during installation or operation The Intel NetMerge software periodically checks for the key If the hardware license key is missing: The Intel NetMerge service shuts down A message is logged to the Windows Event Log The software starts in evaluation mode after a reboot, and stops after about two hours Installing Intel NetMerge Step Action 1 Install Intel NetMerge ver 60 (the installer is located in the folder SuiteCd2_IntegrationAndThirdPartyComponents:\Integration- ThirdParty\ Intel-NetMerge-60) for the type of ACD you are using on the machine you selected 2 Configure Intel NetMerge The installation instructions for installing Intel NetMerge are in the Intel manual Intel NetMerge Installation and Configuration Guide provided on the DVD in the folder SuiteCd2_IntegrationAndThirdPartyComponents A hard copy of the Intel NetMerge manual is included in the installation package NN Standard October 2009

34 34 Nortel STCI CTC for Meridian End Configuring the Interface If you have not already done so, please complete the instructions in the section "Installing the Intel NetMerge Software" (page 32) All software installations on the Integration Server computer must be completed before attempting to configure the interface Task list You must complete the following tasks to add and configure the Nortel STCI CTC for Meridian in Integration Server Step Action 1 Add the Nortel STCI CTC for Meridian to Integration Server (Refer to the Workforce Management Administration Guide for detailed instructions on adding integration packages) 2 Configure the package 3 Configure the interface End Configuring the Interface The following pages describe the steps needed to configure the Nortel STCI CTC for Meridian The following section describes the requirements for setting up the ACD to use this interface Note: Before configuring this interface, make sure you know which system Intel NetMerge is installed on See "Where to Install Intel NetMerge" (page 30) Step Action 1 Log in to the Workforce Optimization Solution with administrative privileges, select the System module, and then the Integration section 2 Select the appropriate integration server and click Edit Configuration NN Standard October 2009

35 Configuring the Interface 35 3 Select the Nortel STCI CTC for Meridian and click on its Data Source tab 4 Select the data source 5 Click Save 6 Select the Nortel Intel NetMerge Time Collection Adapter component A Configure tab similar to the following is displayed 7 Fill in the fields Refer to the following table for information on the fields and controls on this tab Field/Control Intel NetMerge Server Name Link ID Agent State Polling Interval CTC Status Polling Interval Description Enter the name or IP Address of the Intel NetMerge server The interface requires this information to connect to the Intel server Specify the link ID to be used to connect to the Intel server The interval at which the interface polls for agent state changes, other than login and logout The default is four seconds The interval at which the interface tests that the devices are still valid and monitored NN Standard October 2009

36 36 Nortel STCI CTC for Meridian Field/Control Device Number Device Type Delete Save Description Enter the name or the number of device to be monitored Use a hyphen between numbers to specify a range, such as Specify the type of the device: Queue or Device Select the required device row and click Delete to delete the device from the configuration Click Save to save the configuration information on the Integration Server To add more than five devices or queues, specify the first set of five and save the configuration Repeat this procedure to add additional devices or queues End Technical Notes NetMerge Version Support The Nortel STCI CTC for Meridian has been tested with Intel NetMerge for non-aspect ACDs Microsoft Data Access Component (MDAC) Version The correct MDAC installation version is MDAC (MDAC 25 SPI) NetMerge Server Keep-Alive Timer Settings A TCP/IP keep-alive timer determines the time interval of the TCP/IP checks that verify a valid connection The default setting for the TCP/IP keep-alive timer is 2 minutes This means that the NetMerge server may not detect a TCP/IP connection failure for as long as 2 minutes after the failure occurs Intel recommends that you set the TCP/IP keep-alive timer so that the NetMerge server can detect a connection failure sooner NN Standard October 2009

37 Technical Notes 37 Note that using a different value for the keep-alive timer means that your configuration does not strictly conform to the TCP/IP keep-alive value (2 minutes) specified in the RFC You should also check to see if changing the keep-alive timer setting will affect network performance for other parts of your system To set the TCP/IP keep-alive timer on the NetMerge server: Step Action 1 Open the Windows Registry Editor and navigate to: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Tcpip\Para meters 2 Change the KeepAliveTime setting to an appropriate interval in milliseconds If the KeepAliveTime parameter is not listed, refer to your Windows Registry documentation on how to add it You can enter either a hexadecimal or decimal value For example, to set the keep-alive timer to 1 minute, change the setting to one of the following: REG_DWORD: OXEA60 (hexadecimal) REG_DWORD: (decimal) End NN Standard October 2009

38 38 Nortel STCI CTC for Meridian NN Standard October 2009

39 39 Nortel STCI for Symposium RSM Prerequisites The Nortel STCI for Symposium RSM, where STCI stands for Streaming Time Collection Interface, provides agent state reporting on the Symposium Call Center Server (SCCS) The Nortel STCI for Symposium RSM allows Integration Server to obtain real time agent state data from the SCCS and send it to the Workforce Optimization Solution s database The interface functions as an RTA client to the SCCS s multicast group This interface is for use with Symposium Call Center Server with RSM Note: Starting with version 6, Nortel s Symposium solution is known as Nortel Contact Center (often refered to as Nortel CC6) The new name for Symposium Call Center Server (SCCS) is Contact Center Manager Server (CCMS) You use the Integration section in the Workforce Optimization Solution s System module to provide information the interface needs to connect to the RSM system System Requirements Before you use the Nortel STCI for Symposium RSM, ensure that the following software applications are already installed and operating Symposium Call Center Server (on the ACD) Meridian Link Services, with support for TCP/IP What You Need To Know Before Installing and Configuring To configure the Nortel STCI for Symposium RSM, you need this information: The IP address of the RSM server s multicast group The mode from which you would like to obtain real time statistics data: Moving Window or Interval-to-date This information is needed to determine the port number on which you will receive the multicast data NN Standard October 2009

40 40 Nortel STCI for Symposium RSM Refer to Nortel s Real Time Statistics Multicast Programmer s Guide for information on these modes The appropriate Multicast Port Configuration To configure the Nortel STCI for Symposium RSM, do the following: Add the Nortel STCI for Symposium RSM package to the integration server Configure the Nortel STCI for Symposium RSM package For more information about how to add an integration package to your Integration Server, refer to the Workforce Management Administration Guide To configure the interface: Step Action 1 In the server tree in the left pane of the Manager window, select the Nortel STCI for Symposium RSM package Then select the Data Source tab 2 Select the appropriate data source and click Save 3 In the server tree on the left, expand the Nortel STCI for Symposium RSM package, and click the Nortel RSM <xx> Time Collection Adapter to display its Configure tab as shown here NN Standard October 2009

41 Configuration 41 Each of the configuration parameters is preconfigured with a default value as shown in the illustration above The configuration parameters, their meaning, and default values are shown in the following table: Parameter Meaning Default Value Multicast IP Address Multicast Port Number Agent Records per Datagram Agent Update Frequency Event Timeout Specifies the IP address for the connection This parameter must not be left blank, otherwise the interface will terminate its operation Specifies the port number for the connection Valid values are 6060 and 6070 Specifies the estimated number of agents per datagram packet If this value is less than the actual number of agents in the datagram, the interface automatically adjusts the value during operation Specifies in seconds the frequency at which an agent event datagram is processed to be sent to the Verint database Specifies the timeout interval in seconds for the interface The interface establishes a multicast connection and waits for a datagram If no data is received within the timeout interval, the interface will terminate the connection and open a new connection ( Moving Window Port ) NN Standard October 2009

42 42 Nortel STCI for Symposium RSM Parameter Meaning Default Value Max Retry Count RSM Server Id Specifies the number of times the interface should attempt to establish connection with the RSM multicast address in case of failure during the first connection attempt Specifies the value expected as the RSM server ID in position This value is used during the validation of an RSM datagram If this value is not specified, the validation is skipped 3 None 4 Edit the values on this page as needed and click Save End NN Standard October 2009

43 43 Nortel STCI for Symposium RTD The Nortel STCI for Symposium RTD, where STCI stands for Streaming Time Collection Interface, provides agent state reporting on the Symposium Call Center Server (SCCS) The Nortel STCI for Symposium RTD allows Integration Server to obtain real time agent state data from the SCCS and send it to the Workforce Optimization Solution s database This interface is for use with Nortel Symposium Note: Starting with version 6, Nortel s Symposium solution is known as Nortel Contact Center (often refered to as Nortel CC6) The new name for Symposium Call Center Server (SCCS) is Contact Center Manager Server (CCMS) You use the Integration section of the Workforce Optimization s System module to provide information the interface needs to connect to the RTD system Prerequisites Before you use the Nortel STCI for Symposium RTD, ensure that the following software application is already installed on its own server: Nortel Symposium Call Center Server (SCCS) In addition, port is required on Integration Server The interface uses the Nortel Client API, which uses port to communicate to the Symposium server This port number is hard-coded in the Nortel software (the nbnmsrvcexe service) NN Standard October 2009

44 44 Nortel STCI for Symposium RTD CAUTION There is a known conflict with the Veritas Backupexec Remote Agent, which also uses port Whichever service starts first will lock the port for exclusive use, preventing the other from starting The only known workaround is to stop the interface or Integration Server service while installing or running the BackupExec Remote Agent Stopping the servic will obviously affect adherence data, so this should only be done outside of working hours To implement this workaround automatically, you can use batch files to stop and start the services, so that only the Integration Server or BackupExec Remote Agent is running at any one time What You Need To Know Before Configuring the Interface To configure the Nortel STCI for Symposium RTD, you need the following information: The IP address of the SCCS server The user name and password to access the RTD interface Configuration To configure the Nortel STCI for Symposium RTD, you do the same thing that you do with any integration package add the package to your Integration Server configuration, and complete the tabs that are associated with its components For more information about how to add an integration package to your Integration Server, refer to the Workforce Management Administration Guide To configure the interface: Step Action 1 In the integration packages tree in the left pane of the window, select the Nortel STCI for Symposium RTD package Then select the Data Source tab 2 Select the appropriate data source and click Save 3 Expand the Nortel STCI for Symposium RTD package to display its components, and click the Nortel RTD Time Collection Adapter component to display its Configure tab NN Standard October 2009