Network Call Center Administrator's Guide

297-2183-932
Nortel Contact Center Manager

Network Control Center Administrator’s Guide
Product release 6.0 Standard 7.03 December 2007

Publication number: 297-2183-932

Product release: 6.0
Document release: Standard 7.03
Date: December 2007
Copyright © 2007 Nortel Networks. All Rights Reserved.
Information is subject to change without notice. Nortel Networks reserves the right to make
changes in design or components as progress in engineering and manufacturing may warrant.
The process of transmitting data and call messaging between the Meridian 1 and Contact
Center Manager is proprietary to Nortel Networks. Any other use of the data and the
transmission process is a violation of the user license unless specifically authorized in writing by
Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of
this process or the related hardware constitutes grounds for an immediate termination of the
license and Nortel Networks reserves the right to seek all allowable remedies for such breach.
This page and the following page are considered the title page, and contain Nortel Networks and
third-party trademarks.
*Nortel Networks, the Nortel Networks logo, the Globemark, CallPilot, Contivity, DMS, DMS-10,
DMS-100, DMS-200, DMS-250, DMS-300, DMS-500, DMS-MTX, DMS-STP, DPN, DPX,
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Symposium are trademarks of Nortel Networks.
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Contents
1 Getting started 9
New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
About the Network Control Center and Network Skill-Based Routing . . . . . 14
How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
2 Introduction 25
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Contact Center Manager network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Introduction to Network Skill-Based Routing . . . . . . . . . . . . . . . . . . . . . . . . 33
Examples. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Retries and filtering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
3 NCC configuration overview 49

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Configuration tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
4 Install Network Skill-Based Routing 55

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Configure the communications database . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Upgrade Release 4.x skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Migrate filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
5 NCC Administration 69
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Section A: Site management 71
Overview of sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Time zone conversion. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Add a site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Network Control Center Administrator’s Guide v

Contents Standard 7.03
To change to daylight saving time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

To delete a site from the network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
To synchronize sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Section B: Network skillset management 87
Overview of network skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Add a network skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
To delete a network skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Section C: Routing tables and routing table assignments 97
Overview of routing tables and routing table assignments. . . . . . . . . . . . . . . 98
To configure a routing table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
To configure a routing table assignment. . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
To change the routing table for an assignment . . . . . . . . . . . . . . . . . . . . . . . 106
To delete an assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Section D: Historical statistics collection 113
Overview of historical statistics collection. . . . . . . . . . . . . . . . . . . . . . . . . . 114
Configuration of historical statistics collection . . . . . . . . . . . . . . . . . . . . . . 116
6 Administering servers 119

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
To configure MCDN network CDNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
To configure DNIS Network CDNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
To configure Landing Pads for Universal Networking . . . . . . . . . . . . . . . . 126
To configure network communication parameters . . . . . . . . . . . . . . . . . . . . 129
To configure network skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
To monitor and stop filtering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
7 Monitoring network performance 153

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Consolidated Agent Position Status Count. . . . . . . . . . . . . . . . . . . . . . . . . . 158
Consolidated Application display. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
Consolidated Skillset display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
8 Troubleshooting 171
Server cannot route or receive calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
Problems with network skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Problems collecting network call-by-call statistics . . . . . . . . . . . . . . . . . . . 177
Times on reports are incorrect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
Problems with call routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
vi Contact Center Manager

December 2007
Glossary 183
Index 223
Network Control Center Administrator’s Guide vii

Contents Standard 7.03
viii Contact Center Manager

Chapter 1
Getting started
In this chapter
New in this release 10
Overview 12
About the Network Control Center and Network Skill-Based Routing 14
How to use this guide 18
Skills you need 19
Related documents 21
How to get help 23
Network Control Center Administrator’s Guide 9

Getting started Standard 7.03
New in this release
The following section details what is new in the Nortel Contact Center Manager
Network Control Center Administrator’s Guide (297-2183-932) for release 7.03.
“Features” on page 10
“Other changes” on page 11
Features
See the following sections for information about feature changes:
“Universal Networking” on page 10
“CTI Call Attached Data networking” on page 10
Universal Networking
Universal Network Skill-Based Routing (UNSBR) is a non-switch specific
networking capability introduced in Contact Center 6.0. Universal Networking
affects the following sections:
“Call routing” on page 35
“To configure DNIS Network CDNs” on page 124
“To configure Landing Pads for Universal Networking” on page 126
“Dialable DN configuration with Universal Networking” on page 131
“Problems with Landing Pads in Universal Networking” on page 180
CTI Call Attached Data networking

Computer Telephony Integration (CTI) Call Attached Data (CAD) networking
provides the ability to attach contact-associated data with a call so that it is
available for use by CTI applications throughout the course of the call flow. CTI
CAD networking affects the following sections:
“CTI Call Attached Data networking” on page 15
“Dialable DN configuration for CTI Call Attached data networking” on
page 135
10 Contact Center Manager

December 2007 Getting started
Other changes
See the following sections for information about changes that are not feature-
related:
“Landing Pads” on page 11
“Routing Table Assignments” on page 11
Landing Pads
To determine the number of Landing Pads that you require, see the Estimating
the Number of Trunks and Landing Pads.xls at the Partner Information Center
(PIC) at www.nortel.com/pic. For more information about Landing Pads, see
“To configure Landing Pads for Universal Networking” on page 126.
Routing Table Assignments

If you create an assignment from the NCC using a classic client, you must select
all network skillsets for the source site and reconfigure the routing tables. For
more information, see “To configure a routing table assignment” on page 102.

Overview
The Nortel Contact Center Manager Network Control Center Administrator’s

Guide provides information about how to implement Network Skill-Based
Routing (NSBR) in your contact center.
For information about using or administering other tools and features of the
Contact Center Manager components, refer to the appropriate document.
Who should read this guide

This guide is for Contact Center Manager administrators who are responsible for
setting up and maintaining NSBR in a contact center with multiple Contact
Center Manager Servers. All servers in the contact center must have Symposium
Call Center Server Release 5.0 or Contact Center Manager Server Release 6.0
installed.
Types of experience or knowledge that can be useful include:

networking
troubleshooting
configuring Windows 2000 Server or Windows Server 2003
contact center goals and operations
Contact Center Manager Server 6.0 is not supported on Windows 2000 Server.
Access rights
This guide assumes that you have the access rights required to perform the
procedures in this guide. Because changes made at the Network Control Center
(NCC) server affect all sites in the network, access to the NCC must be
restricted to administrators who are familiar with NCC operations. For more
information about access rights, see the Contact Center Manager
Administrator’s Guide.

The process of logging on to the NCC is the same as logging on to any other
server in Contact Center Manager. Use Contact Center Manager Administration
to manage the NCC server.
Optional features
Some features described in this guide are optional. To give you access to
features, Nortel supplies a license file. Use this file when you install the Contact
Center Manager software. Fields and commands for features that you did not
purchase are not visible.

About the Network Control Center and

Network Skill-Based Routing
This section provides a summary of the Network Control Center and Network Skill-Based
Routing (NSBR)
Network Control Center

The Network Control Center (NCC) is a server in the Contact Center Manager
network. However, unlike the other Contact Center Manager Servers, the NCC
is not connected to a telephony switch, and it performs no call routing or
processing. Instead, the NCC:
manages communication between servers
propagates configuration information
validates servers
collects network call-by-call statistics (statistics recording call events
occurring at the destination site)
produces network consolidated historical reports, network call-by-call
statistics, and configuration reports
If the NCC goes down, calls are still routed between sites in the network.
However, no network call-by-call data is transferred to the NCC, and you cannot
create, delete, or edit network skillsets, sites, or routing tables.

Network Skill-Based Routing (NSBR) is an optional feature offered with
Contact Center Manager. You can use this feature to route calls to different sites
on the network.

Universal Network Skill-Based Routing (UNSBR) is a non-switch specific
networking capability introduced in Contact Center 6.0. Unlike the existing
Network Skill-Based Routing (NSBR), UNSBR does not require a proprietary
networking protocol such as MCDN or a telephony switch-specific feature
support such as NACD.
The Longest Idle Agent, Average Speed Answer, and Local Node Inclusion
features are supported with UNSBR.
In Release 6.0, Contact Center Manager supports networking between different

telephony switch types, including the following:
Meridian 1 PBX
Communication Server 1000
DMS
Meridian SL-100
With Universal Networking, it also possible to network two or more

Communication Server 2x00/DMS telephony switches.
To facilitate networking between these different telephony switch types, Contact

Center Manager introduces the concept of Landing Pads.
A Landing Pad identifies the call that is sent to a target site. The target site
reserves a Landing Pad for the call ID at the source site. The source site then
requests the telephony switch to send the call to the Landing Pad. When the call
arrives on the Landing Pad at the target site, the Contact Center Manager Server
maps the call to the original call ID at the source to determine to which agent to
present the call. Landing Pads can be either CDNs or DNISs.
CTI Call Attached Data networking

Computer Telephony Integration (CTI) Call Attached Data (CAD) networking
provides the ability to attach contact-associated data with a call so that it is
available for use by CTI applications throughout the course of the call flow. CTI
CAD networking includes:

calls that are networked under script control from source to target servers,
and then to agents
calls that agents transfer or conference through a CTI application
CTI applications can modify the call-attached data.
Network Control Center maintenance

At the Network Control Center (NCC), you create and maintain the following
elements to ensure effective Network Skill-Based Routing:
sites
network skillsets
routing tables
routing table assignments
In addition, you configure the number of days that the NCC stores network call-
by-call statistics.
Administration of the servers

To set up Network Skill-Based Routing on your Contact Center Manager
network, you must configure each of the servers in your network. At each server,
configure:
a MCDN network CDN on which incoming network calls are received (if
Universal Networking is not applicable and the telephony switch is a
Communication Server 1000/Meridian 1 PBX)
Landing Pads (if Universal Networking is applicable)
a DNIS Network CDN (if Universal Networking is applicable and a DNIS
Landing Pad is used)
communication parameters
network skillsets
After you configure your servers, monitor them regularly to make sure that they
are communicating properly.

For more information about Universal Networking, see “Universal Networking”

on page 15.
Network performance monitoring

You can use the following network consolidated real-time displays at the NCC
to monitor network performance:
Consolidated Agent Position Status Count
Consolidated Application Display
Consolidated Skillset Display

How to use this guide
This guide includes procedures for:

installing Network Skill-Based Routing
administering the NCC
administering servers
monitoring network performance
troubleshooting
Where to start
The following table lists where in the guide to find information about Network
Skill-Based Routing, administering the NCC and associated servers, monitoring
network performance, and troubleshooting.
For more information about See
Installing Network Skill-Based “Install Network Skill-Based Routing”

Routing on page 55
Managing sites “Site management” on page 71
Managing network skillsets Section B: “Network skillset

management,” on page 87
Managing routing tables and Section C: “Routing tables and routing

assignments table assignments,” on page 97
Configuring historical statistics Section D: “Historical statistics

collection collection,” on page 113
Administering servers “Administering servers” on page 119

Monitoring Network Performance “Monitoring network performance” on
page 153
Troubleshooting “Troubleshooting” on page 171

Skills you need
This section describes the skills, experience, and knowledge recommended to

use and administer Network Skill-Based Routing in a Network Control Center.
Nortel product knowledge

Knowledge of, or experience with, the following Nortel products is helpful
when administering Network Skill-based routing:
Contact Center Manager Server or Symposium Call Center Server
the applicable switch platform
Nortel Meridian 1 PBX or Nortel Communication Server 1000 (CS
1000)
Communication Server 2x00/DMS (unless otherwise stated, references
to CS2x00/DMS also apply to SL-100, Nortel Communication Server
2000, and Nortel Communication Server 2100)
CallPilot, Meridian Mail, or a third-party voice processing-system
CallPilot is available for deployment on the CS 1000/Meridian 1 and CS 2x00/

DMS switch family but has voice-processing interoperability, for example
GIVE IVR treatment, with the CS 1000/Meridian 1 switch only. If CallPilot is
installed on a CS2x00/DMS switch, you can use it for menuing and routing to
Contact Center Manager Server, but for GIVE IVR functionality in this
environment, an interactive voice response (IVR) system (Nortel MPS 500/
1000) is required.
PC experience or knowledge
Knowledge of, or experience with, the following PC products is helpful when
you administer Contact Center Manager Server:
Microsoft Windows XP Professional SP1
Windows 2000 Professional
Windows Server 2003 Standard Edition

Windows Server 2003 Enterprise Edition
Other experience or knowledge

Other experience or knowledge of use to you includes:
analytical skills
knowledge of your contact center organizational structure and your contact
center objectives

Related documents
The following guides are available on the Contact Center portfolio DVD or on
the Nortel Web site (www.nortel.com).
For information about See the NTP number
Planning and Nortel Contact Center Planning and 297-2183-934

engineering guidelines, Engineering Guide
and server requirements
Nortel Contact Center Manager 297-2183-935
CapTool User’s Guide
The Contact Center Contact Center What’s New in 297-2183-903

portfolio Release 6.0
Required installation Contact Center Installer’s Roadmap 297-2183-226

and server data (see the Partner Information Center
[PIC] at www.nortel.com)
Switch configuration Nortel Contact Center 297-2183-931

Communication Server 1000/
Meridian 1 and Voice Processing
Guide

Switch Guide for Communication
Server 2X00/DMS
Server operating system Contact Center Manager Server 297-2183-212

configuration and Technical Requirements and
requirements Operating System Configuration
Guide
Contact Center Manager Server 297-2183-944

Technical Requirements and
Operating System Configuration
Guide for the coresident server

For information about See the NTP number
Installation, upgrades, Contact Center Manager Server 297-2183-925

migration, and Installation and Maintenance Guide
maintenance
Contact Center Manager 297-2183-926

Administration Installation and
Maintenance Guide
Scripting Nortel Contact Center Manager 297-2183-930

Scripting Guide for Communication
Server 1000/Meridian 1 PBX

Server 2X00/DMS
Database Integration User Guide
Administering contact Contact Center Manager 297-2183-927

centers Administrator’s Guide

How to get help
This section explains how to get help for Nortel products and services. However,
before contacting Nortel for support, consult the Troubleshooting section of this
guide.
Finding the latest updates on the Nortel Web site

The content of this documentation was current at the time the product was
released. To check for updates to the latest documentation and software for
Contact Center 6.0, click one of the following links:
Link to Takes you directly to
Latest software The Nortel page for Contact Center located at

www.nortel.com/espl.
Latest documentation The Nortel page for Contact Center documentation
located at www.nortel.com/documentation
Getting help from the Nortel Web site

The best way to get technical support for Nortel products is the Nortel Support
Web site:
www.nortel.com/support
This site provides quick access to software, documentation, bulletins, and tools
to address issues with Nortel products. From this site, you can:
download software and related tools
download technical documents, release notes, and product bulletins
sign up for automatic notification of new software and documentation
search the Support Web site and Nortel Knowledge Base for answers to
technical issues
open and manage technical support cases

Getting help over the phone from a Nortel Solutions Center

If you do not find the information your require on the Nortel Technical Support
Web site, and you have a Nortel support contract, you can also get help over the
phone from a Nortel Solutions Center.
In North America, call 1-800-4NORTEL (1-800-466-7835).
Outside North America, go to the following Web site to obtain the phone
number for your region:
www.nortel.com/callus
Getting help from a specialist by using an Express Routing Code

You can use an Express Routing Code (ERC) to more quickly route your call to
the appropriate support specialist. To locate the ERC for your product or
service, go to:
www.nortel.com/erc
Getting help through a Nortel distributor or reseller

If you purchased a service contract for your Nortel product from a distributor or
authorized reseller, you can contact the technical support staff for that distributor
or reseller.

Chapter 2
Introduction
In this chapter
Overview 26
Contact Center Manager network 27
Introduction to Network Skill-Based Routing 33
Examples 37
Retries and filtering 45

Introduction Standard 7.03
Overview
This chapter describes a networked Contact Center and how the Network Skill-
Based Routing feature routes calls between sites (with examples). It also
includes a section about retries and filtering, with examples.

December 2007 Introduction
Contact Center Manager network
The following illustration is an example of a Contact Center Manager network.
Sites
The network can contain up to 30 sites. A site is a location in the network with a
telephony switch and a Contact Center Manager Server. The server connects to
the telephony switch through the embedded LAN (ELAN) subnet.
In addition, each site has client PCs, which are used to configure and monitor the
contact center. The client PCs communicate with the server over the Nortel
server subnet.

Telephony switch
The telephony switch is the hardware and software that receives incoming calls
and routes them to their destination. The following types of telephony switches
are supported in a networking environment:
DMS
Meridian 1 PBX
Meridian SL-100
Throughout the remainder of this guide:

All references to Meridian 1 PBX and Communication Server 1000 are
represented as Communication Server 1000/Meridian 1 PBX or as CS
1000/Meridian 1.
All references to Communication Server 2000, Communication Server
2100, DMS, and SL-100 are represented as Communication Server 2x00/
DMS or as CS 2x00/DMS.
Contact Center Manager Server

The server is the computer that controls the routing of calls and stores data,
including configuration data and historical statistics. At each server, you must
configure the dialable directory number (DN) for every other site in the network.
After you configure the dialable DN for a remote site, your server can route calls
to that site.
For information about configuring the dialable DN for a site that is on a

Universal Networking–enabled server, see “Dialable DN configuration with
Universal Networking” on page 131.


The Network Control Center (NCC) is a server in the Contact Center Manager
network. However, unlike the other Contact Center Manager Servers, the NCC
is not connected to a telephony switch, and it performs no call routing or
processing. Instead, the NCC:
manages communication between servers
propagates configuration information
validates servers
collects network call-by-call statistics (statistics recording call events
occurring at the destination site)
produces consolidated, network call-by-call, and configuration reports
If the NCC goes down, calls are still routed between sites in the network.
However, no network call-by-call data is transferred to the NCC, and you cannot
create, delete, or edit network skillsets, sites, or routing tables.
Management of communication between servers

The NCC contains a database listing all the servers in the network, their IP
addresses, and their statuses. When the configuration changes, the NCC sends
the new configuration information to each server. Each server reports to the
NCC regularly (every 5 minutes) to let the NCC know that it is accessible.
For more information about setting up the communication database, see Chapter
4, “Install Network Skill-Based Routing.”
Configuration of Network Skill-Based Routing

From the NCC, you must perform these tasks to enable NSBR:
configure sites—servers to which network calls are presented
configure network skillsets—skillsets shared by all sites in the network
configure routing tables—the tables that determine the order of sites to
which a call is presented
When you create or modify this configuration information, it is propagated to all

servers in the network.

Propagation of NSBR configuration information

The NCC uses the Nortel server subnet to propagate the configuration
information (network skillsets, sites, and routing tables) to each server in the
network
when that server comes up
when communication with a server is reestablished after the server
becomes inaccessible
Call processing has a higher priority than synchronization of network

information. This ensures that customer service is not disrupted by propagation
of configuration information.
Validation of servers
Servers communicate with the NCC regularly to let the NCC know that they are
available on the network. When a server attempts to communicate with the
NCC, the NCC verifies that the server is defined in the NCC database.
Network call-by-call statistics

Optionally, you can use the network call-by-call feature. If you enable this
feature for an application, each site in the network collects call-by-call statistics
for incoming network calls processed by that application, and sends this
information to the NCC every 15 minutes. The NCC stores the call-by-call
statistics for use in network call-by-call reports.
ATTENTION
Network call-by-call events are delivered to the NCC over
the Nortel server subnet. If you use this option, ensure that
your network is provisioned to support the resulting traffic.
If the NCC is not accessible, network call-by-call data is
stored at the destination server until the NCC becomes
available again. If the destination server runs out of disk space
before the NCC becomes available, the destination server
overwrites the oldest network call-by-call data file with the
new file.

Producing reports
From a client PC connected to the NCC, you can generate the following types of
reports:
consolidated reports—Use these reports to report on application or skillset
performance across the network.
network call-by-call reports—Use these reports to report on all events
relating to networked calls.
configuration reports—Use these reports to view the setup of the NCC.
Ensure that your network is provisioned to support the traffic generated by

consolidated, network call-by-call, and configuration reports. For more
information, see the Contact Center Planning and Engineering Guide.
ELAN subnet
The ELAN subnet is a dedicated Ethernet TCP/IP LAN that connects a Contact
Center Manager Server and other application servers with a telephony switch.
The ELAN subnet must connect to the Nortel server subnet through only one
router.
Nortel server subnet

In a Contact Center Manager Server networking environment, the Nortel server
subnet is used for:
interserver communication
NCC communication with Contact Center Manager Server (call-by-call
event data and consolidated report from the servers to the NCC)
communication between Contact Center Manager Servers (transmission of
agent reservation requests and configuration data)
The Nortel server subnet must connect to the ELAN subnet through only one
router and must be provisioned for bandwidth and robustness.

WAN
The wide area network (WAN) typically connects two or more local area
networks (LAN) at multiple locations.
Routers
The router connects two or more subnets. At each site, the Nortel server subnet
connects to an ELAN subnet through only one router.
NACD
The Communication Server 1000/Meridian 1 PBX telephony switches
communicate over the telephony network using network automatic call
distribution (NACD).

Introduction to Network Skill-Based Routing
Network Skill-Based Routing (NSBR) is an optional feature offered with

Contact Center Manager. You can use this feature to route calls to different sites
on the network. This section describes how the NSBR feature routes calls
between sites.
Network skillsets
Network skillsets are created at the NCC and then propagated to all of the
servers in the network. If a server has a local skillset with the same name as a
network skillset, the network skillset replaces the local skillset. For example,
BestAir’s Toronto server has a skillset named Sales. When the NCC
administrator creates a network skillset named Sales, the Sales skillset at
BestAir Toronto becomes a network skillset.
However, scripts are not automatically updated to route calls to the network.
Calls routed to the network skillset (Sales) continue to be queued locally. To
route calls for Sales to other sites, you must add the script command Queue To
Network Skillset Sales.
For more information about editing scripts on a CS 1000/Meridian 1 telephony

switch, see the Nortel Contact Center Manager Scripting Guide for
Communication Server 1000/Meridian 1 PBX. For more information about
editing scripts on a CS 2x00/DMS telephony switch, see the Nortel Contact
Center Manager Scripting Guide for Communication Server 2X00/DMS.
Call queuing
When the server at the originating site receives a call, it initiates the
Master_Script. The Master_Script—and any primary or secondary scripts it
initiates—processes the call. To implement NSBR, the scripts use a Queue To
Network Skillset script command. This command instructs the server to queue
the call to up to 20 destination sites (plus, optionally, the source site), as defined
in the routing table for the network skillset. For more information about routing
tables, see “Routing tables and routing table assignments” on page 97.

A Contact Center Manager network can contain 30 destination sites. However,

calls can be queued to a maximum of 20 sites.
Selecting a destination site

You can choose a destination site in one of the following ways:
First back
If you choose this option, the server routes the call to the first site from which it
receives an agent reservation notification. Because the server does not wait to
hear from slower sites, but queues calls to the site that responds the fastest, calls
are answered more quickly with this method.
Longest idle agent

The server waits a configurable amount of time. During this time, the server
examines the agent reservation notifications received from the other sites to
identify the reserved agents with the highest priority for the skillset, and to
determine which of these high-priority agents is idle for the longest time. The
server then routes the call to the site with the longest idle agent.
This method helps distribute call load across the network.
If you choose this method, you can add only servers running Symposium Call
Center Server Release 5.0 or later to the routing table for the network skillset.
Average speed of answer

The server waits a configurable amount of time. During this time, the server
examines the agent reservation notifications received from the other sites:
to identify the reserved agents with the highest priority for the skillset
to determine which of these agents with the fastest average speed of answer
for the skillset is at the site
The server then routes the call to the site with the fastest average speed of
answer.
This method distributes calls for a given skillset to the most efficient sites in the
network.

If you choose this method, you can add only servers running Symposium Call
Center Server Release 5.0 or later only to the routing table for the network
skillset.
Call routing
The call routing process differs depending on the type of networking in place.
MCDN NSBR Networking

This configuration is for a CS 1000/Meridian 1 telephony switch
communicating with another CS 1000/Meridian 1 telephony switch.
The originating server instructs the telephony switch to route the call to the
destination site. The originating server provides the configurable dialable DN at
which the destination site can be reached. The dialable DN used to route NSBR
calls to a destination site must be a CDN configured as an MCDN Network
CDN on the destination Contact Center Manager Server. The telephony switch
uses NACD (the dialing plan) to send the call to the dialable DN at the target
site.
If you have Universal Networking enabled, use one of the following Landing
Pad types:
CDN Landing Pads—The originating server requests a Landing Pad from
the destination server. The destination server reserves a Landing Pad
acquired by Contact Center Manager Server and sends the originating
server the Landing Pad number. The originating server combines the
Landing Pad number with the dialing plan information for the destination
site and passes the information to the originating telephony switch. The
telephony switch routes the call to the Landing Pad at the destination site.
DNIS Landing Pads—The originating server requests a Landing Pad from
the destination server. The destination server reserves a Landing Pad and
sends the originating server the Landing Pad number. The originating
server combines the Landing Pad number with the dialing plan information
for the destination site and passes the information to the originating
telephony switch. The originating telephony switch routes the call using the
DNIS Landing Pad to the DNIS Network CDN at the destination site.

For more information about Landing Pads, see “Universal Networking” on page
15.
After the call is routed

After the call is routed, the originating server cancels agent reservations at all
other sites. The script at the source site terminates its control of the call, and the
Network_Script at the destination site assumes control.
If the reserved agent becomes unavailable after the call is routed (for example, if
the agent logs off), the call is removed from the skillset queue and the
Network_Script assumes control over it.

Examples
The examples in this section involve a fictional company, BestAir, which has
servers in Toronto, Boston, Dallas, and San Francisco. The example illustrates
what happens when a call arrives at the Toronto telephony switch. The examples
are applicable for all networking configurations.
Example 1: First back (default configuration)

In this example, calls are routed to the first server to respond with an agent
reservation notification. The Queue to Network Skillset command does not
queue calls to the local node. A separate Queue to Skillset command queues
calls locally to minimize the communication cost and to maximize the speed of
an answer.
When the call arrives, the following script is executed:
QUEUE TO SKILLSET Bookings

WAIT 2
QUEUE TO NETWORK SKILLSET Bookings
WAIT 4
The following graphic illustrates the events that occur when the preceding script
is executed.

Caller
Switch Switch
NACD *
ELAN subnet ELAN subnet
Bookings Toronto Boston Bookings

(skillset) server WAN server (skillset)
Busy agent Busy agent Busy agent Free agent
G101332
* Only required for MCDN NSBR networking.
Not required if Universal Networking is enabled.
The script logic results in the following events:

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. If Universal Networking is enabled and configured between Toronto and

Boston, Toronto requests and receives a Landing Pad from Boston.
5. The Toronto server uses the ELAN subnet to instruct the Toronto telephony
switch to route the call to the Boston telephony switch. It sends agent
reservation cancellations to the Dallas and San Francisco servers.
6. The Toronto telephony switch transfers the call to the Boston telephony
switch.
7. The Boston telephony switch presents the call to the reserved agent.
The call is routed to Boston because the agent reservation from the Boston
server arrives first.
Example 2: Longest idle agent

In this example, calls are routed to the site with the agent with the greatest idle
time. (All of the sites in the BestAir network are configured to interpret idle time
as idle time since the last Contact Center Manager or ACD call.) The network
skillset at the source node is configured to include local node.
The Longest Idle Agent/Include local node configuration helps distribute the
call load among all the agents in the network.
When the call arrives at the Toronto telephony switch, the following script is
executed:

WAIT 4

1. The Toronto server queues the call to the Bookings skillset at the Toronto,
Boston, Dallas, and San Francisco servers. (It uses the Nortel Server subnet
and WAN to communicate with Boston, Dallas, and San Francisco.) It
waits the configured amount of time (the default is 1 second) for responses
from these servers.
2. The Toronto server reserves an agent and sends itself an agent reservation
notice. The reservation notice includes the agent’s idle time (4 seconds) and
priority (1).

(using the WAN) notifies the Toronto server that the agent is reserved. The
reservation notice includes the agent’s idle time (3 seconds) and priority
(1). The Toronto server cancels the reservation of the Boston agent because
the Boston agent has a lower idle time than the Toronto agent.
4. The Dallas server reserves an agent and notifies the Toronto server. The
(1). The Toronto server cancels the reservation of the Toronto agent
because the Dallas agent has a higher idle time than the Toronto agent.
5. The San Francisco server reserves an agent and notifies the Toronto server.
The reservation notice includes the agent’s idle time (10 seconds) and
priority (1). The Toronto server cancels the reservation of the Dallas agent
because the San Francisco agent has a higher idle time than the Dallas
agent.
San Francisco, Toronto requests and receives a Landing Pad from San
Francisco.
switch to route the call to the San Francisco telephony switch, which has
the longest idle agent.
8. The Toronto telephony switch transfers the call to the San Francisco
telephony switch.
9. The San Francisco telephony switch presents the call to the reserved agent.
Because the priorities of all the agents are identical, the call is routed to the
longest idle agent, in San Francisco. If one of the agents has a higher priority for
the skillset, the call is routed to that agent, regardless of idle time.
When the server receives an agent reservation notice for an agent with a higher
priority than previously received, it cancels all previously reserved agents.

Example 3: Average speed of answer

In this example, calls are routed to the site with the lowest average speed of
answer (that is, fastest average time of answer) for the network skillset. The
Queue to Network Skillset command queues calls to the local node, as well as to
remote nodes, because the local site configured the network skillset to include
local node.
The Average Speed of Answer/Include local node configuration helps route calls
to the most efficient site.
When a call arrives at the Toronto telephony switch, the following script is
executed:

WAIT 4

from these servers.
notice. The reservation notice includes the agent’s priority (1) and the
skillset’s average speed of answer (6 seconds).
reservation notice includes the agent’s priority (1) and the skillset’s average
speed of answer (8 seconds). Because the agent priorities are equal, and the
Boston server has a slower average speed of answer than the Toronto
server, the Toronto server cancels the reservation of the Boston agent.
reservation notice includes the agent’s priority (1) and the skillset’s average
speed of answer (5 seconds). Because the Dallas server has a faster speed of
answer than the Toronto server, the Toronto server cancels the reservation
of the Toronto agent.

The reservation notice includes the agent’s priority (1) and the skillset’s
average speed of answer (10 seconds). Because the San Francisco server
has a slower average speed of answer than the Dallas server, the Toronto
server cancels the reservation of the San Francisco agent.
Dallas, Toronto requests and receives a Landing Pad from Dallas.
switch to route the call to the Dallas telephony switch, which has the fastest
average speed of answer.
8. The Toronto telephony switch transfers the call to the Dallas telephony
switch.
9. The Dallas telephony switch presents the call to the reserved agent.
Example 4: Longest idle agent with different agent priorities

As in Example 2, the network skillset (Bookings) is configured to route calls to
the site with the agent who has the greatest idle time, and the skillset is
configured to include the local node. However, in this example, the agents at the
responding nodes have different priorities for the skillset.
executed:

WAIT 4

from these servers.
notice. The reservation notice includes the agent’s idle time (4 seconds) and
priority (1).

(1). The Toronto server cancels the reservation of the Boston agent because
the Boston agent has a lower idle time than the Toronto agent.
(2). The Toronto server cancels the reservation of the Dallas agent because
the Dallas agent has a lower priority than the Toronto agent.
The reservation notice includes the agent’s idle time (10 seconds) and
priority (2). The Toronto server cancels the reservation of the San
Francisco agent because the San Francisco agent has a lower priority than
the Toronto agent.
6. The Toronto server uses the ELAN subnet to instruct the telephony switch
to present the call to the Toronto agent because, of the two agents with the
highest priority (1), this agent has the highest idle time.
7. The Toronto telephony switch presents the call to the Toronto agent.
Although Universal Networking may be enabled on the Toronto server, no

Landing Pad is required for this example because the call is routed locally.
Landing Pads are required only for Universal Networking calls that are routed
remotely, as in the previous examples.
Example 5: Longest idle agent with no available agents

As in Example 2, the network skillset (Bookings) is configured to route calls to
the site with the agent who has the greatest idle time, and the skillset is
configured to include the local node. However, in this example, no agents are
available when the agent reservation request arrives at the destination nodes.
executed:

WAIT 4

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).
Dallas, Toronto requests and receives a Landing Pad from Dallas.
switch to route the call to the Boston telephony switch.
5. The Toronto telephony switch transfers the call to the Boston telephony
switch.
6. The Boston telephony switch presents the call to the reserved agent.
If agents become available at the other servers, the other servers send agent
reservation notifications to the Toronto server. The Toronto server then cancels
these agent reservations because the call is already routed to another site.

Retries and filtering
Filtering temporarily removes from the routing tables any sites that are not
accepting routed calls.
Before the telephony switch presents a call to a reserved agent, if the originating
server determines that it cannot route the call to the destination site, the
originating server:
1. cancels the agent reservation
2. cancels the Landing Pad (if Universal Networking is enabled)
3. queues the call to the next group of destination sites configured in the
routing table
4. filters the destination site from all routing tables for a configurable period
(Retry Timer)
After this period elapses, the server again begins queuing calls to the destination
site. Each time a route attempt fails, the server filters the destination site from its
routing table. After a configurable number of failed attempts (Number of
Retries), the server filters the destination site from its routing table for another
configurable period (Filter Timer).
The originating site does not attempt to queue calls for that skillset to that site
until the filter timer elapses or until a user manually stops filtering the site.
Example 1
1. BestAir Toronto receives a call for the Bookings skillset, which is a
network skillset.
2. Toronto uses the routing table for the skillset to queue the call to BestAir
Boston.
3. Boston reserves an agent and notifies Toronto.
4. Toronto routes the call to Boston, and Toronto cancels all other agent
reservations held at other sites.

5. The route attempt fails because all trunks are busy at Boston. The Toronto
server filters Boston out of all of its routing tables and queues the call
again. (The server does not cancel existing requests to Boston.)
If all sites are filtered, control returns to the source script.
Boston, Toronto cancels the Landing Pad on Boston.
7. In the next 5 seconds (Retry Timer = 5 seconds), Toronto receives several
more calls for skillsets at Boston, but it does not attempt to queue these
calls to Boston.
8. After 5 seconds elapse, Toronto receives another call for Bookings and no
local agent is available.
9. Toronto attempts to queue this call to Boston. Again, an agent is reserved,
but the call cannot be routed.
10. After one more failed attempt (Number of Retries = 3), Toronto cancels all
requests to Boston and filters Boston from all its routing tables for 1 hour
(Filter Timer = 1 hour). That is, not only does it filter Boston from the
routing table for Bookings, but it also filters Boston from the routing tables
for all other network skillsets.
11. After an hour elapses (Filter Timer = 1 hour), BestAir Toronto again begins
attempting to queue calls to Boston.
Example 2 (with Universal Networking)

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.
4. Toronto requests a Landing Pad from Boston.
5. Boston informs Toronto that it has no idle Landing Pads available.
6. In the next 5 seconds (Retry Timer = 5 seconds), Toronto receives several
more calls for skillsets at Boston, but it does not attempt to queue these
calls to Boston.

7. After 5 seconds elapse, Toronto receives another call for Bookings, and no
local agent is available.
9. After one more failed attempt (Number of Retries = 3), Toronto cancels all
requests to Boston and filters Boston from all its routing tables for 1 hour
(Filter Timer = 1 hour). That is, not only does it filter Boston from the
routing table for Bookings, but it also filters Boston from the routing tables
for all other network skillsets.
10. After 1 hour elapses (Filter Timer = 1 hour), BestAir Toronto again begins
attempting to queue calls to Boston.
Maximum queue size

If the total number of network calls queued for a skillset at the destination site
exceeds the maximum queue size defined for the skillset (Call Request Queue
Size), then the site is filtered out of the routing table for that skillset. Filtering
continues until the number of queued calls decreases by a configurable amount
(Flow Control Threshold).
You can use this feature to limit the number of requests to a particular
destination site for that skillset. If the source site is using sequential routing,
when the maximum queue size is reached and the destination site is filtered from
the routing table, the source site must queue calls to a different site.
Example
BestAir Toronto attempts to queue a call for the Bookings skillset to BestAir
Boston. However, Boston already has 50 calls (the Maximum Queue Size)
queued for the skillset, so the Boston server rejects the request to queue the call.
BestAir Toronto filters BestAir Boston from the routing table for this skillset.
Boston is not filtered from the routing tables for other skillsets.
When the number of calls queued to Boston for the Bookings skillset decreases
by 10 (the Flow Control Threshold)—that is, when calls queued to the Bookings
skillset drop to 40—Boston notifies Toronto. Toronto again attempts to queue
calls for this skillset to Boston.

Out-of-service skillset at the destination site

If a skillset at the destination site is out of service—for example, if no agents
with the skillset are logged on, or if the skillset is put into transition or night
mode manually—then the destination site rejects the agent reservation request,
and the originating site filters the destination site out of the routing table for the
skillset.
If a skillset at the destination site goes out of service after an agent is reserved
but before the call is routed, the server cancels the agent reservation and waits
for an agent reservation from one of the other sites to which the call is queued.
If a skillset at the destination site goes out of service after a call is routed to the
destination site, the call is removed from the skillset queue and the
Network_Script assumes control over it. You can use the Queued intrinsic in the
Network_Script to detect unqueued calls. The Network_Script must provide
treatments for unqueued calls.

Chapter 3
NCC configuration overview
In this chapter
Overview 50
Configuration tasks 51

NCC configuration overview Standard 7.03
Overview
This chapter describes factors you must consider when setting up Network Skill-
Based Routing. It also provides a summary of the procedures required for
installation and configuration.

December 2007 NCC configuration overview
Configuration tasks
To implement Network Skill-Based Routing (NSBR) with a CS 1000/Meridian

1 telephony switch or with a CS 2x00/DMS telephony switch, you must perform
the following configuration and setup tasks.
Complete the following tasks For more information, see
1 If on a CS 1000/Meridian 1 telephony Nortel Contact Center Communication

switch, configure the following elements: Server 1000/Meridian 1 and Voice
NACD (not required for Universal Processing Guide
Networking)
a CDN for the server to use as an MCDN
Network CDN (not required for
Universal Networking)
Landing Pads (required for Universal
Networking only)
a dialing plan to facilitate call routing
between the telephony switches
OR
If on a CS2x00/DMS telephony switch, Nortel Contact Center Manager Switch

configure the following elements: Guide for Communication Server 2X00/
Landing Pads DMS
a dialing plan to facilitate call routing
between the telephony switches
a CDN for the server to use as a DNIS
Network CDN (required if the server
uses DNIS Landing Pads)

2 Install Contact Center Manager Server at Contact Center Manager Server

each site. (Each server must have either Installation and Maintenance Guide
Symposium Call Center Server Release 5.0 or
or Contact Center Manager Server Release
6.0 installed.) Nortel Contact Center Manager Server
Installation and Maintenance Guide for
3 Install the Network Control Center (NCC). the Co-resident Server
4 On the NCC, configure the communications Chapter 4, “Install Network Skill-Based

database and verify that the database is Routing”
distributed to the servers.
5 At the NCC, add access classes. Contact Center Manager

Administrator’s Guide
6 At the NCC, add Contact Center Manager
Administration users.
7 At the NCC, add the sites. “Add a site” on page 77
Wait (at least 5 minutes) for
confirmation that the site is up.
Complete the configuration of the site
(for example, target node count, CDN
and DNIS Landing Pad if Universal
Networking is enabled, and contact
information.)
8 At the NCC, define the network skillsets. “Add a network skillset” on page 94
You can configure a network skillset to use
one of the following agent reservation
methods: First Back, Longest Idle Agent, or
Average Speed of Answer. If you choose
Longest Idle Agent or Average Speed of
Answer, you can add servers running
Contact Center Manager Release 5.0 or later
only to the routing table for the network
skillset

December 2007 NCC configuration overview
9 At the NCC, configure the routing tables. “To configure a routing table” on page
99
10 At the NCC, set up table routing “To configure a routing table
assignments. assignment” on page 102
11 At the NCC, configure network historical “Configuration of historical statistics

statistics collection. collection” on page 116
12 If using MCDN NSBR Networking, at each “To configure MCDN network CDNs”
server, define MCDN Network CDNs. on page 121
13 At each server where DNIS Landing Pads “To configure Landing Pads for
are to be used for Universal Networking, Universal Networking” on page 126
define the DNIS Network CDN.
14 At each server, define the DNIS Network “To configure DNIS Network CDNs”
CDN. on page 124
15 At each server, configure the network “To configure network communication

communication parameters. parameters” on page 129
16 At each server, configure network skillsets. “To configure network skillset
properties” on page 141
17 If you are using the Longest Idle Agent
feature, ensure that Agent Order Preference
(in the Global settings) is configured
identically at each site in the network.
18 At each server, assign agents to the network Contact Center Manager

skillsets. Administrator’s Guide

19 At each server, add network commands to Nortel Contact Center Manager

scripts to ensure that calls can be queued to Scripting Guide for Communication
network skillsets. (You must validate Server 1000/Meridian 1 PBX and the
scripts after editing them.) Nortel Contact Center Manager
20 At each server, configure the Server 2X00/DMS
Network_Script. The Network_Script is a
primary script that controls pegging and
termination treatments for incoming
network calls.

Chapter 4
Install Network Skill-Based Routing
In this chapter
Overview 56
Configure the communications database 60
Upgrade Release 4.x skillsets 64
Migrate filters 65

Install Network Skill-Based Routing Standard 7.03
Overview
This section describes the tasks required for a new installation and for an
upgrade to an existing network.
New installation
To install Network Skill-Based Routing (NSBR) in your contact center for the
first time, perform these tasks.
ATTENTION
If you perform a fresh installation rather than an upgrade on
an existing NCC server, be sure to note the dialable DNs
configured at each server in the network. When the newly
installed NCC comes up and sends synchronization
information to the other servers in the network, it clears the
dialable DN information; therefore, you must enter this
information.
Tasks For more information, see
1 Install the Network Control Center (NCC) Contact Center Manager Server
Installation and Maintenance Guide
2 On the NCC, use the Nbconfig utility to “Configure the communications

configure the communications database. database” on page 60
The NCC verifies the status of each server
and distributes its site table to each server in
the network.

December 2007 Install Network Skill-Based Routing
3 On each server, verify that the “Configure the communications

communications database is set up correctly. database” on page 60
Each server receives the new site table from
the NCC and compares it with its current
table. If a server detects new servers in the
site table, it contacts those servers to request
address tables. When you add a new server to
the network, the server receives requests from
every other server in the network and sends
each server a copy of its address table.
ATTENTION
All sites must be using Contact Center Manager
Release 5.0 or later and must have package CCS 300
(Networking) enabled.
To upgrade an existing network

To upgrade an existing Release 4.x network to Release 6.0 NSBR, perform these
tasks.
1 Upgrade NCC Release 4.x to NCC Symposium Call Center Server

Release 5.0. Installation and Maintenance Guide
Release 5.0
2 Upgrade all Symposium Call Center
Servers Release 4.x to Symposium Call
Center Servers Release 5.0.

3 Upgrade Symposium Web Client Release Contact Center Manager Administration

4.5 to Contact Center Manager Installation and Maintenance Guide
Administration Release 6.0. “Migrate filters” on page 65
Or
If you use Classic Client, install Contact

Center Manager Administration Release
6.0 and migrate filters.
4 Upgrade the servers in the network. Contact Center Manager Server
Installation and Maintenance Guide
5 Upgrade NCC Release 5.0 to NCC
Release 6.0.
6 Upgrade all Release 5.0 Symposium Call

Center Servers to Release 6.0 Contact
Center Manager Servers.
For more information about upgrading an existing network of Symposium

Call Center Servers to Release 6.0 Contact Center Manager Servers, see the
Nortel Contact Center Planning and Engineering Guide.
Note the following:

In a CS 2x00/DMS environment, only servers running Contact Center
Manager Server Release 6.0 can be part of a Contact Center Manager
network.
Contact Center Manager Administration 6.0 is compatible with Symposium
Call Center Server 5.0 and Contact Center Manager Server 6.0.
NCC 6.0 is compatible with Symposium Call Center Server 5.0 and
Contact Center Manager Server 6.0.
Contact Center Manager Administration 6.0 is not compatible with
Symposium Call Center Server 4.2, but is compatible with Symposium Call
Center Server 5.0. Nortel recommends that you upgrade Symposium Call
Center Server 4.2 to Symposium Call Center 5.0 before you install or
upgrade to Contact Center Manager Administration 6.0 if the Symposium
Web Client is administering multiple Symposium Call Center Servers.

NCC is not compatible with Symposium Call Center Server 4.2, but is
compatible with Symposium Call Center Server 5.0. Nortel recommends
that you upgrade Symposium Call Center Server 4.2 to Symposium Call
Center Server 5.0 before you upgrade NCC 5.0 to NCC 6.0.
Upgrade the NCC 5.0 to NCC 6.0 before you upgrade any servers to
Contact Center Manager Server 6.0 because NCC 5.0 is not compatible
with Contact Center Manager Server 6.0.

Configure the communications database
On the NCC, you must configure the communications database. The

communications database lists all servers in the network, their IP addresses, and
their status. The NCC distributes the database to all servers in the network to
enable communication and NSBR among multiple sites.
All servers in the network must run Symposium Call Center Server 5.0 or
Contact Center Manager Server 6.0.
All site names and CLAN IP addresses must be unique.
Starting the Nbconfig utility

1 On the NCC, from the Windows Start menu, choose Run.
2 In the Open box, type nbconfig –admin.
3 Click OK.
Result: The Nbconfig dialog box appears.

Adding a server
1 Click the Site Table tab.
Result: The Site Table page appears.
Do not select the Force Synchronization check box. When you force
synchronization, you force each site in the network to request address table
information from every other site in the network. This can result in
unnecessary use of network bandwidth. (Normally, servers request
address table updates only when the NCC notifies them that the site list
changed.) Use the Force Synchronization option if information at a site is
not updated.
2 Click Add.
Result: The Add Site dialog box appears.

3 In the CLAN IP Address box, enter the CLAN IP address of the server.
ATTENTION
Each server must have a unique CLAN IP address.
4 Click OK.
Result: The server is added to the list in the site table.
5 Repeat steps 2 to 4 for each server in your network.
To save time and system resources, make all changes before you click
Verify.
6 After you add all of the servers, click Verify. This verifies the connection to
the nodal servers.
7 If all the site names are correct, click Apply to update the database and
synchronize the site table.
Result: The Flags column shows the progress of synchronization. Click
Refresh to update the status of the flags. Synchronization is complete when
an N appears in the Flags column beside the NCC, and an S appears
beside each server.

Nbconfig flags
The Flags column in the site table can contain the following values:
N—Network Control Center (NCC)
S—Server
T—NCC is transferring information to the server
G—NCC is getting information from the server
D—Deleting site
C—Changing site information
8 Click the Address Table tab.
Result: The communication addresses of the new servers appear on the
Address Table page.
You can also use the Nbconfig utility to verify the configuration of the
communications database at each server and ensure that each site has
valid IP addresses.

Upgrade Release 4.x skillsets
After you upgrade all of the servers in your network to Symposium Call Center
Server Release 5.0, you can upgrade your network skillsets to Release 5.0, and
then configure them for Longest Idle Agent or Average Speed of Answer
routing.
Upgrading Release 4.x skillsets

1 On the NCC server, open an MS-DOS window. Type D:\Nortel\iccm\bin at
the command prompt, and then press Enter.
Result: D:\Nortel\iccm\bin becomes the current directory.
2 Type ninoam_promote -admin, and then press Enter.
Result: The utility converts all Release 4.x network skillsets to Release 5.0
and displays the message “Database Update Successful.”
3 To verify that the procedure was successful, perform these steps:
a. In Symposium Web Client, on the system tree, open NCC > Network
Skillsets. Verify that the Networking Method field is editable.
b. Check the file d:\nortel\iccm\bin\ncclog to verify that the promote
command executed successfully and that the database was updated.
In Contact Center Manager Server Release 6.0, utility errors and events are
captured in the new SkillsetPromoteLog.txt log file. You can view this file at
d:\nortel\iccm\data.
If the network contains any Release 4.x sites, the following message appears:
“Unable to complete update. Not supported for mixed node networks.”
If one or more sites is not up, if the NDLOAM service is not running at one or
more sites, or if there are delays in network communications, the following
message appears: “Some sites did not acknowledge the notification.” The NCC
resends the information when the sites become available.

Migrate filters
In the Historical Reporting component of Contact Center Manager

Administration, users can specify the applications, DNISs, routes, and skillsets
that they want to see in both standard and private network-consolidated
historical reports by creating filters. Users can choose from among those items
included in the partitions assigned to them. They can select multiple resource
items across multiple sites in the network and save them in one filter. When
these users connect to an NCC and open a network-consolidated report, the
Selection Criteria area includes a list of the available network sites and any
available filters that they defined and saved.
This option is available to users only if you assign a partition to them. Users who
do not have partitions cannot create filters in Historical Reporting.
You can use the Contact Center Manager Administration filters importing utility
to import filters into Contact Center Manager Administration that were created
and saved in the Symposium Call Center Server Classic Client. While each of
the Classic Client filters contains only one type of data—either skillsets,
applications, route numbers, route names, DNIS numbers, or DNIS names—
after you import theses filters, you can add different types of data to them by
using the filters tabs in Historical Reporting.
Before you begin

Before you migrate filters, you must:
Define all the data elements included in the filter in the partitions assigned
to the users who use the filter. You cannot import a filter and then add its
data elements to the user’s partition. Users cannot access filter data
elements that are not in their partitions at the time of the importation.
Assign users an access class that contains at least Read Only access to all
the elements in the filter (in other words, access to DNISs, routes, CDNs, or
scripts, or all of these, if applicable).

Limitations
The following limitations and conditions apply when you use the filters
importing utility:
When you import filters, they are available to all users who have the
appropriate access classes and partitions assigned to them. You cannot
import filters for specific users.
You cannot import filters with names that contain special characters.
You cannot import filters with names that are the same as existing Contact
Center Manager Administration filters.
Importing filters into Contact Center Manager Administration

1 On the Network Control Center server, browse to the following folder:
D:\Nortel\FilterSets
2 In this folder, copy RptSets.mdb.
3 On the application server, paste this file into the location of your choice.
4 On the application server, browse to the following folder:
C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\dll\
where C is the drive on which you installed Contact Center Manager
Administration.
5 In this folder, double-click RptSets.exe.
Result: The RptSets dialog box appears.

6 In the Path to NCC Database box, type the path to the RptSets.mdb file
that you copied to the application server in step 3 (or click Browse to locate
this file).
7 Click Save Data.
Result: After the utility retrieves filter data from the database file, the utility
creates the filters in Contact Center Manager Administration. After the utility
creates the filter in Contact Center Manager Administration, a message
appears in the RptSets dialog box, as shown in the following graphic:
8 Click Close.
When users open the filters component of Historical Reporting, the filters that
you imported appear in the tree in the left pane. Users can click a filter name to
view and edit the filter. For information about working with filters, see the
Contact Center Manager Administration online Help.


Chapter 5
NCC Administration
In this chapter
Overview 70
Section A: Site management 71
Section B: Network skillset management 87
Section C: Routing tables and routing table assignments 97
Section D: Historical statistics collection 113

NCC Administration Standard 7.03
Overview
At the Network Control Center (NCC), you create and maintain the following
elements to ensure effective Network Skill-Based Routing:
sites
network skillsets
routing tables
routing table assignments
In addition, you configure the number of days that the NCC stores network call-
by-call statistics.
This chapter explains how to perform these tasks at the NCC.
Historical reporting
ATTENTION
The NCC administrator must understand how changes
made at the NCC affect other sites in the network. The
NCC administrator must plan changes with, and
communicate them to, administrators of other servers in
the network.
By connecting to the NCC, you can generate a number of consolidated reports to

help monitor call traffic within the network. You can also generate network call-
by-call reports. For more information about these reports, see the Historical
Reporting and Data Dictionary. To find out how to generate reports, see the
Contact Center Manager Administration Supervisor’s Guide.
Real-time monitoring
You can also view a number of consolidated real-time displays while you are
connected to the NCC. For detailed instructions, see the Contact Center
Manager Administration Supervisor’s Guide.

December 2007 NCC Administration
Section A: Site management
In this section
Overview of sites 72
Time zone conversion 74
Add a site 77
To change to daylight saving time 80
To delete a site from the network 82
To synchronize sites 84

Overview of sites
Each site is a location in the network with a telephony switch and Contact
Center Manager Server. You must configure the Network Control Center (NCC)
server with information about all sites participating in the network. The NCC
uses this information to communicate with the servers and to enable the servers
to communicate with each other.
You configure sites at the NCC. The NCC then sends the site information to each
server in the network.
Site synchronization
When the NCC comes up, it sends site information to each connected server.
Occasionally, servers go down or become inaccessible to the NCC. When this
occurs, the following message box can appear:
When communication between the server and the NCC is reestablished, the
NCC resends site information to the server.
You can also manually send site information to the servers in the network (see
“To synchronize sites” on page 84).
How the NCC uses the site information

The NCC uses the configured list of sites to perform the following tasks:
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
generate consolidated or network call-by-call reports.
How each server uses the site information

Each server in the Contact Center Manager network uses the site list to perform
the following tasks:
Assign the network communication parameters (for example, the dialable
DN and Agent Reserve Timer).
Communicate with other servers to reserve agents at those servers.
For more information about administering servers, see Chapter 6,

“Administering servers.”

Time zone conversion
If your sites are in different time zones, you can use time zone conversion to help
clarify information about consolidated and network call-by-call reports. This
feature works differently for these two types of reports.
Ensure that the Windows Date and Time settings are correct at each site.
Restart Contact Center Manager Server at each site after a time zone change.
Consolidated and network call-by-call reports are available from the NCC only.
Network call-by-call reports

Network call-by-call reports provide information about events for a call that is
routed to the network. To understand how time zone conversion works for the
network call-by-call reports, consider the following illustration. It shows a call
arriving at Head office at 8:00 a.m. local time (1:00 p.m. GMT). Head office
routes the call to the Sales office, where local time is 6:00 p.m.
Call
arrives
Head office Call Sales office

8:00 a.m. networked (6:00 p.m.)
out
GMT = 1:00 p.m.
G101337

Without configuring time zone relative to GMT (in the Site

Properties window)
If you do not configure the time zone relative to GMT, the network call-by-call
report contains the following information about the call:
Time Server Event
08:00:00 a.m. Head office Local Call Arrived

08:00:14 a.m. Head office Local Call Networked Out
08:00:27 a.m. Head office Network Out Call Answered
06:00:27 p.m. Sales office Network In Call Arrived
06:00:27 p.m. Sales office Network In Call Answered
This can make tracing call activity across the two time zones difficult.
With time zone relative to GMT configured correctly

If you configure the time zone relative to GMT correctly for each site (in the Site
Properties window), time zone conversion occurs automatically. All times are
converted to the source site time:
Time Server Event
08:00:00 a.m. Head office Local Call Arrived
08:00:14 a.m. Head office Local Call Networked Out
08:00:27 a.m. Head office Network Out Call Answered

08:00:27 a.m. Sales office Network In Call Arrived
08:00:27 a.m. Sales office Network In Call Answered
For network call-by-call reports, the destination site converts times to the source
site time zone before sending events to the NCC.

Consolidated reports
Consolidated reports can provide information for all the sites participating in the
network. When you create a consolidated report, you specify the period to
include in the report, and you choose whether to use time zone conversion.
Without time zone conversion

Without time zone conversion, a consolidated report contains information for the
same hours (for example, from 12:00 p.m. to 1:00 p.m.) at all sites.
For example, if you want to see lunchtime call activity at all of your sites, enter a
start time of 12:00 p.m. and an end time of 1:00 p.m. (Do not choose the time
zone conversion option.) The report shows activity at each site in the network
between 12:00 p.m. and 1:00 p.m., local time.
With time zone conversion

With time zone conversion on a consolidated report, you can view call activity
for the same period, specified in the time zone of the NCC.
For example, if you want to interpret the impact of a simultaneous, live

broadcast of a new commercial on sales activity throughout the network, use
time zone conversion. If the commercial airs at 8:00 p.m., NCC time, enter a
start time of 8:00 p.m. and an end time of 9:00 p.m., and select the time zone
conversion option. The time is converted to local time for each site.
When you select a site for a report, the time difference between the NCC and the
site is calculated and saved in the report database on the client PC. If the time
difference between the NCC and the site changes (for example, if one location
changes to daylight saving time and the other does not), you must deselect and
select the sites again to recalculate the time difference.

Add a site
A site is a location in the network with a telephony switch and a server in

Contact Center Manager Server. You must configure the NCC with information
about each site in the network so that it can communicate with the network
servers and enable the servers to communicate with each other.
Make sure that each site is correctly configured before you continue to add the
next site.
The sites that you can add in this window are those that you configured using the
Nbconfig utility when setting up the communications database on the NCC. To
add a site that is not listed, you must first add it to the site table using this utility
(see “Configure the communications database” on page 60).
You can add up to 30 sites.

Adding a site from the NCC

1 In Contact Center Manager Administration, on the system tree in the
Configuration component, double-click the Network Control Center (NCC)
server.
2 Select the Sites folder.
Result: The Sites window appears.
The CDN Landing Pad and DNIS Landing Pad columns appear only if
Universal Networking is enabled on the NCC and at least one site. If
Universal Networking is not enabled on a site, the CDN Landing Pad and
DNIS Landing Pad check boxes are disabled.
3 Click Add Site.
Result: The Add Site window appears.
4 Type the name of the site that you want to add exactly as it appears in the
Nbconfig utility.
5 Click OK.
Result: The site name appears in the Site Name box. Wait (at least 5
minutes) for confirmation that the site is up.
6 Click Refresh Status.

The CDN (Route Point) Landing Pad check box, DNIS Landing Pad check
box, and Target Node Count box are all read-only when adding the site for
the first time. Click Refresh Status to modify these boxes.
7 In the Contact Person box, type the name of the person to contact if
problems with the site occur.
8 In the Contact Number box, type the phone number where the contact
person can be reached at the site.
9 In the Comment box, type any additional information about the contact
person.
10 In the Filter Timer box, type the amount of time to filter the site from the
routing tables if it cannot be reached.
11 From the Relative to GMT list, select the time difference (in hours)
between GMT and the time zone in which the site is located. This
information is used for time zone conversion and consolidated reports.
12 To use CDN (Route Point) Landing Pads (for Universal Networking) for this
site, select the CDN (Route Point) Landing Pad check box.
This check box is available only if Universal Networking is enabled. If
Universal Networking is enabled, you must add a CDN (Route Point)
Landing Pad or a DNIS Landing Pad. Optionally, you can add both.
13 To use DNIS Landing Pads (for Universal Networking) for this site, select
the DNIS Landing Pad check box.
This check box is available only if Universal Networking is enabled.
14 In the Target Node Count box, type the number of target nodes to which
the source node sends a Network Agent Request (NAR). You can type
digits from 3 to 20.
When you add a site for the first time, this box is read-only and defaults to
the value 3. After you add the site, you can return to this box and change
this value to the desired number.
15 Click another row of the table to submit the site information.
After you finish

After you define your sites, create the network skillsets (see “Add a network
skillset” on page 94).

To change to daylight saving time
If sites in the network change to or from daylight saving time at different times,
you must adjust the Relative to GMT box for those sites. By doing so, you
maintain the correct relative time difference between servers.
For example, a company has two sites: Head office (at GMT–5) and Sales office
(at GMT+5). Head office changes to daylight saving time seven days before
Sales office, and Sales office changes to daylight saving time seven days before
GMT.
Time zone conversion does not operate correctly unless you adjust the Relative
to GMT box. The following table shows the adjustments made for this example.
Time Zone Relative to GMT Head office Sales office
original value -5 +5
when Head office changes to daylight saving -4 +5
time
when Sales office changes to daylight saving -5 +5

time
It is important that the relative time between servers is accurate.
Similarly, when the sites change back from daylight saving time, you must
adjust their relative times.
If the time at the NCC changes, then you must select the sites currently selected
for reports again to ensure that the time difference is calculated correctly.

Changing the relative time

server.
3 In the row for the site for which you want to change the relative time (the
site that is changing to or from daylight saving time), click in the Relative to
GMT field, and adjust the value to reflect the change.
4 Click another row of the table to save the change.

To delete a site from the network
You may need to remove a server from your network. To prevent calls from
being routed to that server, you must delete the corresponding site from the
NCC.
Before you begin

Remove the site from all routing tables and routing table assignments in which it
is referenced (see “Deleting a site from the routing table” on page 107 and “To
change the routing table for an assignment” on page 106).
Ensure that no network incoming calls are queued to the site.
Deleting a site
server.
3 In the table, select the row containing the site that you want to delete.
4 Click Delete.
Result: The following warning message appears: “Are you sure you want
to delete <sitename>? If you plan on adding the site back again, you will
need to configure the Network Communication Parameters and the
network attributes for the Network Skillsets (e.g. Local Node Inclusion)
again.”
5 Click Yes to delete the site.
The site is not completely deleted until you delete it through the Nbconfig
utility.
6 On the NCC, from the Windows Start menu, choose Run.
7 In the Open box, type nbconfig –admin.

8 Click OK.
Result: The Nbconfig window appears.
9 Click the Site Table tab.
Result: The Site Table tab appears.
10 In the Site list, select the site that you want to delete.
11 Click Remove.
12 Click Verify.
13 Click Apply.
If you click Apply without clicking Verify first, a message appears stating
that you must click Verify first.

To synchronize sites
The NCC shares information with each Contact Center Manager Server in the
network. This information includes
sites in the network
network skillsets
routing tables
The NCC propagates this information to all sites in the network at the following
times:
when it restarts
after recovering from a network error (for example, if the connection to a
specific site was previously unavailable)
when you manually synchronize sites
When to manually synchronize sites

Normally, you do not need to synchronize sites manually. However, if the
routing tables at the server do not match the routing tables at the NCC, you can
force a manual synchronization rather than waiting for the NCC to propagate the
changes across the network.
Manually synchronizing a site

server.
Result: The server expands to reveal a series of headings.


The Sync Site button is disabled if Switch Type is Pending.

3 In the table, select the row containing the site that you want to synchronize.
4 Below the table, click Sync Site.
Result: A confirmation window appears
5 Click Yes.
Result: The NCC sends information to the selected site. A message
appears in the message pane indicating if the synchronization was
successful. The message is also logged in the Audit Trail window.


Section B: Network skillset management
In this section
Overview of network skillsets 88
Add a network skillset 94
To delete a network skillset 96

Overview of network skillsets
A skillset is a group of capabilities or the knowledge necessary to answer a

specific type of call. Skillsets are the basic building blocks of skill-based
routing. They help contact centers to match callers with the agents who can best
meet their needs.
A network skillset is a skillset that is common to all Contact Center Manager

Servers in a network. When a script queues a call to a network skillset, that call
can be routed to any server on the network (including, optionally, the local
server).
Creation and propagation of network skillsets

The NCC administrator defines network skillsets on the NCC. The NCC
distributes the list of network skillsets to the servers in the network. If a
matching local skillset does not exist, then the server creates a new network
skillset, and the administrator must assign agents to this new skillset. If a server
already has a local skillset with the same name as the new network skillset, then
the server converts that local skillset to a network skillset. (Agents assigned to
the local skillset remain assigned to the new network skillset of the same name.)
Now other sites can queue calls to the skillset.
Calls routed to the network skillset continue to be queued locally. To route calls
to other sites, administrators must add the script command Queue To Network
Skillset.
For more information about using network skillsets in scripts, see the Nortel
Contact Center Manager Scripting Guide for Communication Server 1000/
Meridian 1 PBX or the Nortel Contact Center Manager Scripting Guide for
Communication Server 2X00/DMS.
ATTENTION
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 is deleted. It converts the local copy of the
network skillset to a local skillset. The server administrator must update the
scripts so that they no longer refer to the network skillset.
If the network skillset is deleted and a call is queued to that network skillset
only, the Queue To Network Skillset command fails. Unless the script queues
the call to other available skillsets, the call is queued to the default skillset and
receives default treatment. For more information about using network skillsets
in scripts, see the Nortel Contact Center Manager Scripting Guide for
Communication Server 1000/Meridian 1 PBX or the Nortel Contact Center
Manager Scripting Guide for Communication Server 2X00/DMS.
Routing tables
A routing table defines how a call for a particular skillset is queued to network
sites. Each site has a routing table for each network skillset at that site (see
“Overview of routing tables and routing table assignments” on page 98).
If a site is filtered, the site is removed from the routing table for a skillset until
the Filter Timer period passes. If all sites are filtered from a routing table, calls
normally networked out for that skillset are defaulted, according to treatment
defined in the script logic.

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.

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 Advantage
Round robin The server queues the first call to the first n sites in the This type of
routing table for the network skillset, where n is the Target routing table
Node Count for the remote site, as defined in the Sites distributes
window on the NCC. (The maximum number of sites is calls most
20.) When an agent becomes available at one of these evenly among
sites, the server reserves the agent, and the call is the sites.
presented to the agent.
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 This type of
sites in the routing table for the network skillset, where n routing table
is the Target Node Count for the remote site, as defined in minimizes the
the Sites window on the NCC. (The maximum number of number of
sites is 20.) When an agent becomes available at one of trunks used to
these sites, the server reserves the agent, and the call is network calls.
presented to the agent.
When the second call arrives, the server queues it again to
the first n sites in the routing table for the network skillset.
The server varies the order of the n sites each time it queues a call.
For a virtual contact center, the Target Node Count must be equal to the number
of sites in the routing table.
Load balancing depends on the agent reservation method configured for the
network skillset.

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 This method minimizes
responding with an agent reservation indication. the time to answer for
network calls.
Longest Idle The server waits a configurable amount of time to This method helps
Agent receive agent reservation indications from the distribute call load
destination nodes. During this time, the server among all the agents in
compares agent priority and agent idle time for the network.
the available agents, as specified in the agent
reservation indications. The server then routes the
call to the site with the agent who has the highest
priority for the skillset. If more than one agent has
the same priority, it routes the call to the site with
the agent who has the longest idle time.
Average The server waits a configurable amount of time to This method helps
Speed of receive agent reservation indications from the route calls to the most
Answer destination nodes. During this time, the server efficient site.
compares the agent priority and the average speed
of answer, as specified in the agent reservation
notifications. The server then routes the call to the
site with the agent who has the highest priority for
the skillset. If more than one agent has the same
priority, it routes the call to the site with the
lowest average speed of answer for the network
skillset.

To use network skillsets in scripts

In your scripts, you can queue a call to a network skillset. To queue a call to a
network skillset, include the Queue To Network Skillset <network skillset>
command. For more information, see the Nortel Contact Center Manager
Scripting Guide for Communication Server 1000/Meridian 1 PBX or the Nortel
Contact Center Manager Scripting Guide for Communication Server 2X00/DMS
Guide. Optionally, you can queue calls to the local server, as well as to remote
servers, in the Queue to Network Skillset command.
Attempt to answer calls locally first

To maximize speed of answer, and to minimize communication costs, many
contact center managers prefer to queue calls to the network skillset on the local
server. If no local agents are available, then the contact center managers want
the call to be queued to another site.
To implement this type of queuing, ensure that the Include Local Node option is
not selected for the skillset, and then use these commands in your script:
QUEUE TO SKILLSET <network skillset>

WAIT 2
QUEUE TO NETWORK SKILLSET <network skillset>
WAIT 4
The first command queues the call to the network skillset on the local server.
The second command queues the call to the network skillset on up to 20 remote
sites (as defined in the routing table for the network skillset). If a local agent
becomes available before the call is routed to a remote site, the call is presented
to the local agent.
Virtual contact center

To distribute calls evenly between all the nodes in the network, you can queue
calls to the local site as well as to the remote sites.
To implement this type of queuing, ensure that the Include Local Node option is
selected for the skillset, and then use these commands in your script:
QUEUE TO NETWORK SKILLSET <network skillset>

WAIT 4
These commands queue the call to the local site and up to 20 additional sites.

Add a network skillset
You must create network skillsets on the NCC.
Example
The network administrator creates a new skillset named Sales on the NCC. The
NCC propagates this new skillset to the Toronto server. The Toronto server
already has a skillset named Sales, with assigned agents. The server changes the
skillset from a local skillset to a network skillset. Agents assigned to that skillset
continue to belong to the skillset, but they can now answer calls from other sites.
The Queue To Skillset script command continues to work; however, it queues

calls locally only. To queue calls to other sites, you must use the Queue To
Network Skillset command.
Assigning agents to network skillsets

The process for assigning agents to network skillsets is the same as the process
for assigning agents to local skillsets. The server administrator of each server in
the network must perform this task at the server.
Adding a network skillset

server.
2 Select the Network Skillsets folder.
Result: The Network Skillsets window appears.

3 In the Network Skillset Name box, type the name of the network skillset.
Network skillset names must be unique.
You cannot change the name of a network skillset. To change a skillset
name, you must delete the skillset, and then add it again.
4 In the Comment box, type any additional information about the network
skillset. This field is optional.
5 From the Routing Method list, select the type of routing table to use for
this skillset—round robin or sequential. For more information, see “Routing
tables” on page 89.
6 For Networking Method, select one of the following options:
First Back—The server routes network calls to the first responding site.
Longest Idle Agent—The server waits up to the configurable amount of
time for sites to respond and then routes calls to the site with the highest
priority agent and the longest idle time.
Average Speed of Answer—The server waits up to the configurable
amount of time for sites to respond and then routes calls to the site with
the highest priority agent and the lowest average speed of answer for
the skillset.
For more information, see “Networking method” on page 92.
7 Click another row of the table to save the new network skillset.

To delete a network skillset
You delete network skillsets at the NCC. After you delete a skillset, the skillset
is no longer on the list distributed by the NCC. When a server receives the list, it
detects that the network skillset is deleted. It converts the local copy of the
skillset to a local skillset.
Before you begin

Remove the network skillset from all routing tables or routing table assignments
in which it is referenced (see “Overview of routing tables and routing table
assignments” on page 98 and “To change the routing table for an assignment” on
page 106).
Deleting a network skillset

server.
2 Select the Network Skillsets folder.
Result: The Network Skillsets window appears.
3 In the table, select the row containing the network skillset that you want to
delete.
4 Press Delete.
Result: A message box appears asking you to confirm your choice.
5 Click Yes to delete the network skillset.
After you finish

The administrator of each server must update the scripts so that they no longer
refer to the deleted network skillset.
If the server administrators fail to update the scripts, then a script can contain a
Queue To Network Skillset command that queues a call to a deleted network
skillset. This command fails.

Section C: Routing tables and routing

table assignments
In this section
Overview of routing tables and routing table assignments 98
To configure a routing table 99
To configure a routing table assignment 102
To change the routing table for an assignment 106
To delete an assignment 112

Overview of routing tables and routing table

assignments
When you configure a site, you define a routing table for each network skillset at
that site. A routing table defines the sites to which scripts using network skillsets
route calls. Once you create a routing table, you can:
add sites to the routing table
remove sites from the routing table
change the order of the sites in the routing table
When you need to change a routing table, you can change it manually (see “To
configure a routing table assignment” on page 102). However, if you need to
change a routing table regularly—for example, as sites in different time zones
become or cease to be available during regular business hours—you can set up
routing table assignments, and then schedule these assignments to occur at the
required time.
For more information about routing, see “Routing tables” on page 89.
Example
BestAir has offices in Toronto and San Francisco. The Toronto office is open
from 8:00 a.m. to 5:00 p.m., Eastern Standard Time (EST). The San Francisco
office is open from 9:00 a.m. to 6:00 p.m., Pacific Standard Time (PST). The
NCC administrator can create routing table assignments to route calls as
follows:
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.

To configure a routing table
Before you define routing tables, you must add network skillsets. See “Add a
network skillset” on page 94.
Configuring a routing table

server.
3 From the table in the Sites window, select the site that you want to
configure.
Result: The routing table properties for the selected site appear in the
Routing Table section.
4 In the Network Skillsets table, select the skillset that you want to
configure.

5 In the Network Sites table, select the check box for each site to which you
want to route calls for this skillset.
Result: A ranking number appears beside the site names to indicate the
routing order.
You can add up to 20 sites to a routing table.
6 To arrange the routing order, select a site, and then click the up and down
Rank arrows.
7 After you arrange all the sites that you want to include in the routing table
for this skillset, select the next skillset that you want to configure.
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.
10 To save the routing table as an assignment, click the black triangle beside
the Save/Schedule Routing Table Assignments heading (go to step 11 on
page 104).
Adding a site to a routing table

To replace one site with another in the routing table, you must first delete the
original site, and then add the new site.
1 In the Network Skillsets box, select the network skillset whose routing
table you want to change.
2 In the Network Sites table, select the check box for each site that you want
to add.
3 Click Submit to activate the updated routing table.
Deleting a site from a routing table

2 In the Network Sites table, clear the check box beside the sites that you
want to remove.

Changing the routing order

2 In the Network Sites table, select the site that you want to move.
3 Click the Rank up and down arrows until the site is in the desired location.

To configure a routing table assignment
To create a routing table assignment, you can create a new routing table
assignment or use another assignment as a template to create the routing table
assignment.
Each assignment applies only to the site for which it is defined.
ATTENTION
If you create an assignment from the NCC using a client,
you must select all network skillsets for the source site and
reconfigure the routing tables. If you do not select a
network skillset that is supported by the source site, when
you run the table routing assignment, the Site properties
routing table is overwritten with a blank routing table.
Configuring a routing table and routing table assignment

server.

3 From the table in the Sites window, select the site to configure.
Result: The routing table properties of the site appear in the Routing Table
section.
The CDN Landing Pad and DNIS Landing Pad columns appear only if
Universal Networking is enabled on the NCC and at least one site. If
Universal Networking is not enabled on a site, the CDN Landing Pad and
DNIS Landing Pad check boxes are disabled.
4 In the Network Skillsets table, click the skillset to configure.
5 In the Network Sites table, select the check box beside each site to which
to route calls for this skillset.
Result: A ranking number appears beside the site name to indicate the
routing order.
Rank arrows.
7 After you arrange all the sites to include in the routing table for this skillset,
click the next skillset to configure.
8 Repeat steps 4 to 7 for each skillset that you want to include in the routing
table.

9 Click Submit to activate the routing table for this site immediately.
10 To create a routing table assignment, click the black triangle beside the
Save/Schedule Routing Table Assignments heading.
11 In the Save Assignment as box, type the name of the assignment.

12 In the Comment box, type any additional information about the
assignment.
13 To save the routing table assignment, go to step 18.
OR
To schedule the assignment to run at a future time, from the Schedule
Task list, select the type of schedule that you want to create. You can
choose from Specific date, Daily, Weekly, and Monthly.
14 From the Start Time list, select the time when you want the schedule to
begin.
ATTENTION
The time values represent the application server time, not
the client time. If your application server is in a different
time zone than the client from which you are scheduling
the assignment, you must take into account the time
difference. To view the current application server time,
click Update beside the Application Server Time box. The
schedule that you define must be based on this
application server time.
15 In the Start Date box, click the button to view a calendar.

16 In the calendar, click the date when you want the schedule to begin.
17 Based on the schedule type (that is, daily, weekly, or monthly), select the
days and months when you want the assignment to occur.

18 Click Save Assignment to save the assignment.

Result: A message box asks if you want to create a reset assignment (see
“Reset assignments” on page 105).
19 Click Yes to create the reset assignment
OR
Click No if you do not want to create a reset assignment.
Result: The assignment appears in the system tree under the Assignments
folder.
20 Click Schedule to make the assignment effective.
Reset assignments
When you create a routing table assignment, you can create a reset assignment.
A reset assignment is a record of the original data that existed at the time when
you created the assignment. You can change and run the assignment as many
times as you require, and then you can return the routing table to its original
state by using the reset assignment.
The reset assignment is automatically named <original_assignment_name__>.

For example, if your original assignment is called Toronto_Sales, the reset
assignment is called Toronto_Sales__.
ATTENTION
When you delete the original assignment, the system deletes
the corresponding reset assignment.

To change the routing table for an assignment
You can change your routing tables by adding or removing sites, or by changing
the order of the sites.
Adding a site to the routing table

server.
Result: The Sites folder opens and the Assignments folder appears.
3 Select the Assignments folder.
Result: The list of assignments appears.
4 Click the assignment that you want to change.
Result: The Routing Table Assignment window appears.
5 In the Network Skillsets box, click the network skillset for which you want
to add a site to the routing table.

6 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.
Rank arrows.
8 After you arrange all the sites that you want to include in the routing table
for this skillset, click the next skillset that you want to configure. Repeat
steps 6 to 7 for each skillset that you want to configure.
The routing table for each network skillset can contain up to 20 sites.
However, the Target Node Count for each server determines the number of
sites to which that server queues network calls. For example, if the routing
table for Bookings contains 10 sites, but the Target Node Count for your
server is 5, calls to the Bookings skillset are queued to only 5 sites.
To replace one site with another, you must first delete the original site, and
then add the new site.
9 To save the routing table assignment, click Save Assignment.
Deleting a site from the routing table

server.


to delete a site from the routing table.
6 In the Network Sites table, clear the check box beside each site that you
want to delete from the routing table.
If the list of selected sites is empty, then calls for the skillset are not routed
to remote sites after the assignment is run.
Moving a site in the routing table

server.


to change the routing table.
6 In the Network Sites table, select the site that you want to move.
7 If you want to move the site up in the routing table, click the up arrow. If you
want to move the site down in the routing table, click the down arrow.
Changing the schedule for the routing table assignment

server.


5 From the Schedule Task list, select the type of schedule that you want to
create. You can choose from Specific date, Daily, Weekly, and Monthly.
6 From the Start Time list, select the time when you want the schedule to
begin.
ATTENTION
The time values represent the application server time, not
the client time. If your application server is in a different
time zone than the client from which you are scheduling
the assignment, you must take into account the time
difference. To view the current application server time,
click Update beside the Application Server Time box. The
schedule that you define must be based on this
application server time.
7 In the Start Date box, click the drop-down button to view a calendar.
8 In the calendar, click the date when you want the schedule to begin.
9 Based on the schedule type (that is, daily, weekly, or monthly), select the
days and months when you want the assignment to occur.

10 Click Save Assignment to save the routing table assignment,.

11 Click Schedule to activate the assignment.

To delete an assignment
Before you delete an assignment, ensure that the assignment is not scheduled.
Deleting an assignment
server.
Result: The server expands.
Result: The Sites folder opens, and the Assignments folder appears.
4 Click the assignment that you want to delete.
5 Click Delete Assignment.
Result: A message box appears asking you to confirm your choice.
6 Click Yes to delete the assignment.

Section D: Historical statistics

collection
In this section
Overview of historical statistics collection 114
Configuration of historical statistics collection 116

Overview of historical statistics collection
You can choose how long to store network call-by-call statistics at the Network
Control Center (NCC). Your configuration determines
the period for which network call-by-call statistics reports can be
generated. For example, if you store network call-by-call statistics for two
days, you cannot generate a network call-by-call report for three days ago.
the amount of disk space required on the NCC.
Network call-by-call statistics

Network call-by-call statistics are statistics that record everything that happens
to a call that is routed to the network. For example, network call-by-call
statistics record
calls abandoned at the destination.
wait time at the destination.
calls answered at the destination.
Collection of network call-by-call statistics

At each site in the network, the administrator can choose the applications for
which network call-by-call statistics are collected. For example, the
administrator at BestAir Toronto can choose to collect network call-by-call
statistics for the Master_Script application. If the administrator chooses this
option, all other sites in the network begin collecting network call-by-call
information for all calls networked out from Toronto by that application.
Sites begin to collect statistics when the Toronto server notifies them that
network call-by-call statistics collection is enabled. It can take several minutes
for this information to be propagated to all servers in the network.

Storage of network call-by-call statistics

The servers accumulate the statistics and send them to the NCC every 15
minutes using the Nortel server subnet. The NCC stores the statistics for a
configurable period.
ATTENTION
If the NCC is not accessible, network call-by-call data is
stored at the source server until the NCC becomes available
again. If the source server runs out of disk space before the
NCC becomes available, it begins to overwrite the oldest
network call-by-call data files with the new files.

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

server.
2 Click the Network Historical Statistics folder.
Result: The Networking Historical Statistics window appears.
3 In the Keep Network Call-by-Call data for box, specify the number of
days you want to store call-by-call statistics on the NCC.
ATTENTION This value should match the value configured in the

Historical Statistics Configuration window on each server.
For example, consider what happens if you retain
network call-by-call statistics for three days, but you retain
call-by-call statistics for two days at each site. When you
generate a network call-by-call report for three days ago,
the report contains information about events occurring at
the destination site, but it does not contain information
about events occurring at the source site.

4 In the Network call rate box, estimate the average number of calls
networked out (routed from one site to another) per hour.
5 Click Submit.
Result: The system calculates the amount of disk space required for the
call-by-call database under your configuration. It displays this amount in the
Required box. The available disk space appears in the Actual box.


Chapter 6
Administering servers
In this chapter
Overview 120
To configure MCDN network CDNs 121
To configure DNIS Network CDNs 124
To configure Landing Pads for Universal Networking 126
To configure network communication parameters 129
To configure network skillset properties 141
To monitor and stop filtering 145

Administering servers Standard 7.03
Overview
To set up Network Skill-Based Routing on your Contact Center Manager

network, you must configure each of the servers in your network. At each server,
configure:
an MCDN network CDN on which incoming network calls are received (if
Universal Networking is not applicable)
Landing Pads (if Universal Networking is applicable)
communication parameters
network skillsets
After you configure your servers, monitor them regularly to make sure that they
are communicating properly.

December 2007 Administering servers
To configure MCDN network CDNs
On each server in the network, you must configure the MCDN network CDN on
which incoming network calls are received when using MCDN NSBR.
ATTENTION
Use the MCDN network CDN for incoming network calls
only. To check whether local calls are arriving on an
MCDN network CDN, use the Network Call intrinsic,
and then give the local call a special treatment, such as a
RAN route that gives the number to dial for local calls.
For more information, refer to the Scripting Guide.
Multiple MCDN network CDNs

You can configure multiple MCDN network CDNs for the following reasons:
to enable agents to identify the source site from the phoneset display. For
example, if all calls from Boston come in on the MCDN network CDN
555-7777, then when this number appears in the phoneset display, the agent
knows that the call was sent from Boston. This information can help the
agent determine how to respond to the caller. For information about
configuring phoneset displays, see the Contact Center Manager
Administration online help.
to generate CDN statistics on a per-site basis. You can use network reports
to view which source sites are networking calls in to your site.
to set up different treatments for calls from different source sites that are
returned to the queue before they are presented to an agent. Calls can be
returned to the queue if an agent becomes unavailable (by pressing Not
Ready, for example) in the moment between arrival of the call at the site
and presentation of the call to the agent. For example, you can give
different RAN messages to callers from different source sites who are
routed to the target node and are waiting for an agent to answer.
To use multiple MCDN network CDNs, you must:

configure a CDN for each server from which you receive calls

configure each server to route calls to a different MCDN network CDN
Example of using multiple MCDN network CDNs

The administrator at BestAir Toronto wants to provide agents with information
about where a call is arriving from, before they answer calls. To do so, the
administrator performs the following tasks:
defines two MCDN network CDNs: BOSTON and SF (for calls from
Boston and San Francisco, respectively)
configures agent phoneset displays to show the name of the CDN on which
the call arrives
informs the administrators at the Boston and San Francisco sites of the
unique MCDN network CDNs (dialable DNs) that they must each use to
route network calls to Toronto
Therefore, when a call routed from the Boston site is presented to an agent at the
Toronto site, the agent phoneset display contains “BOSTON.” Due to this
configuration, the agent knows that the incoming call is a network call
originating in Boston. This information can help the agent respond to the call
appropriately.
Before you begin

Configure the CDNs on the telephony switch. At the telephony switch, each
CDN is configured like a local CDN; MCDN network CDNs have no special
requirements. For information about configuring a CDN on the telephony
switch, see the Nortel Contact Center Communication Server 1000/Meridian 1
and Voice Processing Guide.

Configuring an MCDN network CDN

Configuration component, click CDNs.
Result: The list of CDNs defined on the server appears.
This is applicable only for a CS 1000/Meridian 1 telephony switch.

2 In the Name box, type the name of the CDN as it appears in the CDNs
window and on reports.
3 In the Number box, type the CDN number as configured on the telephony
switch. This number is the dialable DN that other sites must use to send
network calls to your site. If you want to recognize where incoming network
calls are arriving from, you can set up a separate MCDN network CDN for
each site from which you can receive calls.
4 From the Call Type list, select MCDN Network.
5 Select the Acquired? check box to acquire this CDN.
6 Click another row of the table to save the new CDN.

To configure DNIS Network CDNs
On each server in the network, you must configure the DNIS network CDN on
which incoming network calls are received on a DNIS Landing Pad.
You can configure only one DNIS network CDN on each server.
Before you begin

Configure the DNIS Network CDNs on the telephony switch. At the telephony
switch, each CDN is configured like a local CDN; DNIS Network CDNs have
no special requirements. For information about configuring a CDN on the
telephony switch, see the Nortel Contact Center Communication Server 1000/
Meridian 1 and Voice Processing Guide.
Configuring a DNIS Network CDN

Configuration component, click CDNs.
Result: The list of CDNs defined on the server appears.
2 In the Name box, type the name of the CDN as it appears in the CDNs
window and on reports.
3 In the Number box, type the CDN number as configured on the telephony
switch. Ensure that this number matches the CDN number configured on
the telephony switch.

The DNIS Landing Pads on the telephony switch must be mapped to the
DNIS Network CDN. For information about mapping Landing Pads, see
Nortel Contact Center Communication Server 1000/Meridian 1 and Voice
Processing Guide or the Contact Center Manager Switch Guide for
Communication Server 2x00/DMS.
4 From the Call Type list, select DNIS Network.
5 Select the Acquired? check box to acquire this CDN.
6 Click another row of the table to save the new CDN.

To configure Landing Pads for Universal

Networking
A Landing Pad identifies the call that is sent to a target site. The target site
reserves a Landing Pad for the call ID at the source site. The source site then
requests the telephony switch to send the call to the Landing Pad. When the call
arrives on the Landing Pad at the target site, the Contact Center Manager Server
maps the call to the original call ID at the source to determine to which agent to
present the call. Landing Pads can be either CDNs or DNISs.
For each site that is configured to use Landing Pads, you must define the
Landing Pads. If the site is configured to use CDN Landing Pads, you must
configure CDN Landing Pads; if it is configured to use DNIS Landing Pads, you
must configure DNIS Landing Pads and the DNIS Network CDN.
Landing Pads are required for Network Skill-Based Routing in a network with
one or more Communication Server 2x00/DMS telephony switches or
Communication Server 1000/Meridian 1 PBX telephony switches.
To determine the number of Landing Pads that you require, see the Estimating
the Number of Trunks and Landing Pads.xls at the Partner Information Center
(PIC) at www.nortel.com/pic.
Before you begin

Configure the CDNs or DNISs on the telephony switch. For information about
configuring a CDN on the telephony switch, see the Nortel Contact Center
Communication Server 1000/Meridian 1 and Voice Processing Guide and the
Nortel Contact Center Manager Switch Guide for Communication Server 2X00/
DMS or the Contact Center Manager Switch Guide for Communication Server
2x00/DMS.

Configuring a CDN Landing Pad

1 On the system tree, in the Configuration component, double-click the
server in Contact Center Manager Server to which you want to add the
Landing Pad CDN (Route Point).
Result: The server expands to reveal its resources.
2 Click the CDNs (Route Points) heading.
Result: The CDNs (Route Points) window appears.
3 Select the Landing Pads tab.

4 In the empty Name box at the bottom of the table, type the name of the new
Landing Pad CDN (Route Point).
5 Press Tab.
6 In the Number box, type the Landing Pad CDN (Route Point) number. This
number must match the number configured on the telephony switch.
7 Select the Acquired? check box to acquire the CDN.
Result: The Status column displays the acquisition status of the CDN.
8 Press Tab to submit your changes.
Result: The system adds the Landing Pad CDN (Route Point), and
Acquired Pending appears in the Status column.
Configuring a DNIS Landing Pad

1 On the system tree, in the Configuration component, double-click the
server under which you want to add the DNIS Landing Pad.
Result: The server expands to reveal its resources.
2 Click the DNISs heading.
Result: The DNISs window appears.

3 Select the Landing Pads tab.
4 In Name box, type the name of the new DNIS.

5 In the Number box, type the DNIS number. This number must match the
number configured on the telephony switch
6 Optionally, in the Description box, type a description for the DNIS Landing
Pad.
7 Press Tab to save your changes.

To configure network communication

parameters
You must configure the following network communication parameters on each

server in the network:
the number that your telephony switch dials to route a call to that site
how many times your server tries to queue calls to the site after a route
attempt fails, and the number of seconds between retries
the amount of time an agent at the site is reserved to answer a call routed
from your server
the amount of time your server waits for a reply from the remote sites, if
routing is based on longest idle agent or average speed of answer
the Landing Pad type, if the server has Universal Networking enabled
Dialable DN configuration with MCDN networking

When you configure the connection to a site, you specify the number that your
Communication Server 1000/Meridian 1 PBX telephony switch dials to reach
the MCDN network CDN.
For sites that are using MCDN networking on a CS 1000/Meridian 1 switch, the
dialable DN must be the MCDN network CDN—the CDN on which the remote
site receives incoming network calls. This CDN must be configured as an
MCDN network CDN on the remote server.
For example, on the Toronto server, the dialable DN for Boston is 8-555-1111
(see the illustration on page 130).
The number you enter must be the number configured in the CDNs window on
the remote server, with any prefixes required by your dialing plan.

Call arrives
Call arrives at
Switch MCDN network Switch
CDN
Initiate Network Initiate

Master call to network
script 9-540-3100 script
Toronto (server) Boston (server)

Network Config
Parameters
Boston: Dialable
Number: 9-540-3100
G101338
The following list describes how a call is processed.

1. A call arrives at the Toronto telephony switch and is passed to the Toronto
server.
2. The Toronto server initiates the Master_Script.
3. Based on logic in the script, the server instructs the telephony switch to
route the call to Boston.
4. The server passes the DN for Boston to the telephony switch.
5. The telephony switch transfers the call to this number.
6. The call arrives on an MCDN network CDN at Boston.
7. The call is passed to the server.
8. The Boston server initiates the Network_Script.

Dialable DN configuration with Universal Networking

For sites using CDN or DNIS Landing Pads, use the Dialable DN/Prefix field to
create a dialable number from the Landing Pad number received from the target
site. Depending on the dialing plan, you may need to delete leading digits from
the Landing Pad number or append a prefix to the Landing Pad number to make
it a dialable number.
If the Landing Pad type is MCDN, the Dialable DN/Prefix field is populated
with the MCDN Network CDN and only numeric values are permitted (as
explained in “Dialable DN configuration with MCDN networking” on page
129).
If the Landing Pad type is CDN or DNIS, you can populate the Dialable DN/
Prefix field with any one of the following formats:
[D#][Pn][Cn,n,n] (where # is any digit from 0 to 9 and n is any numeric
value)
[D#]
[Pn]
[Cn]
[D#][Cn,n,n]
[D#][Pn]
[Pn][Cn,n,n]
D (Delete)—The number of digits to delete from a Landing Pad address to make

it a dialable number.
P (Prefix)—The prefix digits to prefix to the Landing Pad address to make it a

dialable number.
C (CTI digits)—Used by Communication Control Toolkit (CCT) to determine

the location of a dialed number. (For more information, see “Dialable DN
configuration for CTI Call Attached data networking” on page 135).
The Dialable DN/Prefix value can be up to 32 characters in length.
The following three examples show how the D and P values are used to
manipulate the Landing Pad to make it a dialable number.

Example 1—Use of D values in an intra-nodal CS 2x00/DMS

environment
All Contact Center Manager Server nodes are connected to the same CS 2x00/
DMS switch.
In this example, the source node (Toronto) and the target node (Boston) are
connected to the same CS2x00/DMS switch. These two nodes have a five-digit
dialing plan. This means that a Toronto user can dial only five digits at the
Boston switch. The Landing Pad type is DNIS. When a DNIS Landing Pad is
reserved at Boston, the number is the full 10-digit DNIS number (as configured
in Contact Center Manager Administration in the DNIS Landing Pad field and
on the switch as a supplementary DN). This 10-digit DNIS number is returned to
Toronto. However, the 10-digit DNIS Landing Pad number is not a dialable
number from Toronto. In the following illustration, the Dialable DN/Prefix field
is set to D5, which means delete the leading five digits from the DNIS Landing
Pad, and then use the remaining five digits as the dialable number to reach the
Boston switch.
Example 2—Use of P values in a heterogeneous nodal environment

The network contains a mix of CS 1000/Meridian 1 and CS 2x00/DMS switch
types.

In this example, the source node (Toronto) is connected to a CS 2x00/DMS

switch and the target node (Dallas) is connected to a CS 1000/Meridian 1
switch. To dial a number at the Dallas switch, a Toronto user must dial the prefix
870 and then append the Landing Pad number from the Dallas node. In this
example, the Landing Pad type is CDN. When a CDN Landing Pad is reserved
at Dallas, the number is the four-digit CDN number (as configured in Contact
Center Manager Administration in the CDN Landing Pads field and acquired on
the CS 1000/Meridian 1 switch). The four-digit CDN number is returned to
Toronto. However, this four-digit CDN Landing Pad number is not a dialable
number from Toronto. In the following illustration, the Dialable DN/Prefix field
is set to P870, which means that the digits 870 are prefixed to the Landing Pad
number. The dialable number is 870 + the Landing Pad number returned from
Dallas.
Example 3—Use of D and P values in a heterogeneous nodal

environment
The network contains a mix of CS 1000/Meridian 1 and CS 2x00/DMS switch
types.
In this example, the source node (Dallas) is connected to a CS 1000/Meridian 1
switch and the target node (Toronto) is connected to a CS 2x00/DMS switch. To
dial a number at the Toronto switch, a Dallas user must dial an access code of
630 to get onto the trunk and then dial a seven-digit number. The Landing Pad

type is CDN. When a CDN Landing Pad is reserved at Toronto, the number
reserved is the full 10-digit CDN number. However, the 10-digit CDN Landing
Pad number is not a dialable number from Dallas. In the following illustration,
the Dialable DN/Prefix field is set to D3P630, which means delete the leading
three digits from the Landing Pad, and then prefix the remaining digits with 630.
You require knowledge of the dialing plans between the nodes in the network to
correctly configure the Dialable DN/Prefix field for Universal Networking.
After you configure the dialable DN for Universal Networking, Nortel strongly
recommends that you place a test call to ensure that the Dialable DN/Prefix field
is configured correctly.
You must configure the Dialable DN/Prefix field for each source-to-target
pairing in the Network Communication parameters page of Contact Center
Manager Administration. This means that the Dialable DN/Prefix field can be
different for each source-to-target pairing.

Dialable DN configuration for CTI Call Attached data networking

As referenced in the previous section, “Dialable DN configuration with
Universal Networking” on page 131, a [Cn,n,n] parameter is available in the
Dialable DN/Prefix field. This parameter is used to configure Computer
Telephony Integration (CTI) Call Attached Data (CAD) networking. For CTI
CAD networking to operate successfully, the source node must always know to
which site a call requiring CTI CAD networking is targeted. The [Cn,n,n]
parameter identifies this target location.
As is required when you configure the [D#] and [Pn] values for Universal
Networking, you must configure the [Cn,n,n] values for each source-to-target
pairing that requires CTI CAD networking in the Networking Communication
Parameters page of Contact Center Manager Administration.
The format [Cn,n,n] means that you can use one or more C values for a source-
to-target pairing (for more information, see “Example 1—Use of multiple C
values in an intra-nodal environment” on page 135 and “Example 2 – Use of a
single C value in a heterogeneous nodal environment” on page 136).
The C value represents a prefix or a number of unique leading digits that identify
the end location of a number (for example, the target node in the network).
When a request for CTI CAD networking is received for a call, the leading digits
of the target node are compared to the C values configured in the Dialable DN/
Prefix field. If a match is found, then CTI CAD networking successfully
executes and the Call Attached Data is sent to the target node.
Example 1—Use of multiple C values in an intra-nodal environment

In this example, the source node (Toronto) and the target node (Boston) are
connected to the same CS 2x00/DMS switch. The dialing plan between these
two nodes is a five-digit dialing plan. To dial any number at the Boston switch, a
Toronto user can dial only five digits. The switch administrator in Boston
configured all of the agent IDN keys (personal DNs) as 71XXX or 72XXX.
Agent A at Toronto wants to transfer a call with Call Attached Data to Agent B
at Dallas. Agent A transfers the call to the number 71203, where Agent B’s
personal DN number is 71203.

In this example, the C value in the Dialable DN/Prefix field is configured as

C71,72. When the number 71203 is compared to the C values, a match is found
against the leading digits 71 and the system recognizes that Toronto is making a
CTI CAD networking request to Boston. (The C values in this Dialable DN/
Prefix field are used to represent all of the possible agent IDN keys in Boston).
The Dialable DN/Prefix field is configured as D3C71,72.
To pass Call Attached Data across the network when a user transfers or
conferences a call to a remote CDN, the user must include the Call Attached
Data prefix in the C values of the Dialable DN/Prefix field.
*At this point, a Landing Pad is requested from Boston and the returned Landing
Pad number is manipulated by the D5 portion of the Dialable DN/Prefix field.
Landing Pads are used here to match the Call Attached Data that is sent across
the network.
Example 2 – Use of a single C value in a heterogeneous nodal

environment
In this example, the source node (Toronto) is connected to a CS 2x00/DMS
switch and the target node (Dallas) is connected to a CS 1000/Meridian 1
switch. To dial a number at the Dallas switch, a Toronto user must dial the prefix
870 (for example, when an ESN dialing plan is in place) and then append the
number from the Dallas node. Agent A at Toronto wants to transfer a call to

Agent B at Dallas with Call Attached Data. Agent A transfers the call to the
number 8703001, where Agent B’s personal DN is 3001. In this example, the C
value in the Dialable DN/Prefix field is configured as C870. Therefore, when the
number 8703001 is compared to the C values, a match is found against the 870
leading digits and the system recognizes that Toronto is making a CTI CAD
networking request to Dallas. The complete Dialable DN/Prefix field is
configured as P870C870.
*At this point, a Landing Pad is requested from Dallas and the returned Landing
Pad number is manipulated by the P870 portion of the Dialable DN/Prefix field.
Landing Pads are used here to match the Call Attached Data that is sent across
the network.

Configuring network communication parameters

Configuration component, click Network Communication Parameters.
Result: The Network Communication Parameters window appears.
This window lists the local and remote sites in your network and their
statuses. For more information, see “To monitor and stop filtering” on page
145.
2 Click the row containing the site whose communication parameters you
want to edit.
3 Click Site Parameters.
Result: The Site Parameters window appears.
4 From the Landing Pad Type list, select the Landing Pad type. Available
Landing Pad types depend on how the site was configured on the NCC.
This column is present only if Universal Networking is enabled on the
server.
If you change Landing Pad type, review all timer settings as they may
require modifications depending on the selected Landing Pad type.
5 In the Dialable DN/Prefix box, type the number that the telephony switch
dials to reach the network CDN at the remote site. The number must
include any prefixes required by the dialing plan configured on the
telephony switch. The Dialable/DN prefix value can be up to 32 characters
in length.
If you use MCDN networking, enter the number in the format used in your
NACD routing table.

You configure the Dialable DN/Prefix field differently if you select MCDN as
the Landing Pad type than if you select CDN (Route Point) or DNIS as the
Landing Pad type. If you select MCDN as the Landing Pad type, you must
configure the Dialable DN/Prefix field with the full dialable number to the
network CDN at the target. This is the number that the telephony switch
dials to route a call. For more information, see “Dialable DN configuration
with Universal Networking” on page 131.
6 In the Number of Retries box, type the number of times that your server
attempts to route a call to a reserved agent at this site before filtering the
site out of the routing table. For more information, see “Retries and filtering”
on page 45.
7 In the RetryTimer (Sec.) box, type the time that elapses before the server
attempts to queue a call to this site after a route attempt fails (for example,
if all trunks are busy). For more information, see “Retries and filtering” on
page 45.
8 In the Agent Reserve Timer (Sec.) box, type the number of seconds an
agent at this site is reserved when your site attempts to send a call. If the
source site cannot cancel the agent reservation, then it expires after this
period.
Make sure that the Agent Reserve Timer allows enough time for calls to be
networked to their destination. To do so, make several test calls to a
network skillset that has only one agent logged on at the destination site,
and then run a report to ensure that the number of times the agent is
reserved is equal to the number of network calls answered. If the number of
times the agent is reserved is greater than the number of network calls
answered, then the reservation timer is probably too low. Increase the
agent reservation timer and make the test calls again.
The Agent Reserve Timer also applies to the source site if it uses either the
Longest Idle Agent or Average Speed of Answer feature and network
skillsets are configured with include local node enabled.
9 For the source node only, in the Nodal Request Wait Timer (Sec.) box,
specify how long to wait for responses from destination servers, if the
skillset is configured for longest idle agent or average speed of answer.
Normally, all nodes respond before the timer expires; after receiving
responses from all destination sites, the local server routes the calls and
cancels all agent reservations. If one site is slow to respond, however,
agents remain reserved while the local server waits for the response. This
timer determines how long the server waits for a response before routing
the call and canceling agent reservations.

The timer should be high enough to allow most destination sites to respond
under normal conditions. However, if the timer is too high, agents at the
responding sites are reserved (and thus unavailable to answer calls) for
long periods of time.
You can configure this timer differently for each source site. However, the
timer applies to all destination sites to which the source site queues calls.
The Nodal Request Wait Timer cannot equal or exceed the Agent Reserve
Timer for the destination sites. (This ensures that agent reservations do not
time out before the call can be routed.) Nortel recommends that the Agent
Reserve Timer be at least 2 seconds more than the Nodal Request Wait
Timer.
10 Click Submit to save your changes.

To configure network skillset properties
You can configure the following properties for each network skillset:
the maximum number of calls that can be queued for the skillset at this
server
the number by which queued calls must decrease before filtering stops
whether to queue calls to the local site
In addition, if you use the Longest Idle Agent feature, you must make sure that
you configure the Agent Order Preference in the Global Settings the same way
on every server in the network.
Configuring a network skillset

Configuration component, click Skillsets.
Result: The Skillsets window appears.
2 In the Call Request Queue Size box, type the maximum number of calls
that can be queued for this skillset on your server. For example, if this value
is set to 100, then up to 100 calls can be queued for this skillset at your
server. When 100 calls are queued, your server is filtered from the routing
tables for this skillset at every other site that attempts to queue a call for
this skillset to your site. If the Call Request Queue Size is set to zero (0),
then no calls are networked in from other sites.
3 In the Flow Control Threshold box, type the number by which queued
calls for this skillset must decrease before filtering of your server stops. For
example, if Call Request Queue Size is set to 100, and Flow Control
Threshold is set to 20, then filtering of this network skillset ceases only
when the number of queued calls falls to 80.

4 Select the Include Local Node check box to queue calls to the local node,
as well as to remote nodes, with the Queue to Network Skillset command.
This option is available only for Release 5.0 and later.
5 Click another row of the table to save the changes.

Configuring Agent Order Preference

Configuration component, click Global Settings.
Result: If you configure Global Settings on a CS 1000/Meridian 1
telephony switch, the following Global Settings window appears.
Result: If you configure Global Settings on a CS 2x00/DMS telephony

switch, the following Global Settings window appears.

2 From the Agent Order Preference list, select one of the following:
Longest total time in idle state since login—Choose this option if you
want calls presented to the agent who accumulated the most idle time
since logging on.
Longest time in idle state since last status change—Choose this
option if you want calls presented to the agent who accumulated the
most idle time since their last status change.
Longest total time since last CDN/ACD call—Choose this option if
you want calls presented to the agent with the longest elapsed time
since handling a CDN/ACD call.
Ensure that Agent Order Preference is configured identically on each
server in the network.

To monitor and stop filtering
Your server automatically filters sites from its routing tables to prevent calls
from being routed to them. It also stops filtering automatically after a
configurable amount of time (Filter Timer).
You can monitor the sites and skillsets that your server is currently filtering. If
the problem that led to the filtering is resolved, you can stop filtering manually
rather than waiting for the filter timer to elapse.
When a site is unfiltered, the system generates and logs an event message. This
is a new feature.
Site filtering
Your server filters a site from the routing tables for all of its skillsets when the
site is unreachable. A site can be unreachable for the following reasons:
The NACD is not installed on the destination telephony switch, or an
NACD error occurred. This is applicable to MCDN networking only.
The dialable DN/Prefix field configured for the destination site is incorrect.
The MCDN Network CDN is not configured or acquired at the destination
site (either on the server or on the telephony switch).
The server is not running at the destination site.
The D-channel is down. This is applicable to MCDN Networking only.
All trunks are busy at the source or destination.
The trunk is blocked.
All Landing Pads are busy at the destination site. This is applicable to
Universal Networking only.
The DNIS Network CDN is not configured or acquired at the destination
site. This is applicable to Universal Networking only.
Contact Management Framework (CMF) is out of service at the destination
site. This is applicable to Universal Networking only.

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.
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.
8. After one more failed attempt (the Number of Retries is set to 3), Toronto
cancels all requests to Boston and filters Boston from all of its routing
tables for 1 hour (the Filter Timer period). That is, not only does it filter
Boston from the routing table for Bookings, but it also filters Boston from
the routing tables for all of the other network skillsets.
9. After the hour elapses, BestAir Toronto again begins to queue calls to
Boston.
Network skillset filtering

Network skillset filtering occurs:
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
1. The administrator of the Boston server set the Call Request Queue Size for
the Bookings skillset to 25. Currently, 25 calls are queued to the Bookings
skillset at the Boston server.
2. The Toronto server receives a call for the Bookings skillset and attempts to
queue it to Boston.
3. Boston rejects the call, and Toronto filters Boston from the routing table for
the Bookings skillset.
4. Filtering stops when the number of queued calls drops by 5 to 20 calls in
queue (5 is the value configured in the Flow Control Threshold by the
Boston administrator).
Viewing filter status for remote sites and network skillsets


This window contains the following information:
Column Description
Communication The status of communication with the site. Valid values

Status include:
N/A—not applicable (local site)
Open—communication is occurring
Not Established—the server is attempting to open
communication
Closed—a communication problem occurred
Site Filter Whether the site is currently filtered and, if so, the
reason. Valid values include:
Off—the site is not filtered
Server communication failure
Dialable DN was configured incorrectly
NACD package restriction at destination
Maximum number of retries reached
Trunk allocation problem – server suspended
Incompatible server versions
All Landing Pads busy at the destination site
DNIS network CDN not configured or acquired at
the destination site
CMF is out of service at the target node
Network Lists the names of skillsets that are filtered, or contains

Skillset All Skillset if the site is filtered.

Column Description
Skillset Filter If a list of skillsets appears in the Network Skillset

column, this column indicates whether each network
skillset is filtered and, if so, the reason. Valid values
include:
Off—the skillset is not filtered
Max Request
Out of Service
Unknown Skillset
Landing Pad Valid values:

Type N/A
MCDN
CDN (Route Point)
DNIS
Dialable DN/ The number that the telephony switch dials to reach the
Prefix network CDN at the remote site. The number must
include any prefixes required by the dialing plan
configured on the telephony switch. The Dialable/DN
prefix value can be up to 32 characters in length.
Number of Displays the number of times the system continues to

Retries attempt to route a call to a site after a routing failure
occurs. When the number of retries limit is reached, the
site is filtered from the routing table for the length of
time set in the Retry Timer.
RetryTimer Displays the amount of time that elapses (in seconds)

before the server attempts to queue a call to this site
after a route attempt fails (for example, if all trunks are
busy). If the Retry Timer is set to 0, the agent
reservation is canceled but the site is not filtered. Valid
values: 0 through 10 only

Column Description
Agent Reserve The number of seconds that a remote agent is reserved

Timer while the local site attempts to send a call. If the agent
reservation cannot be canceled, the reservation expires
after the period of time set in this box. The Agent
Reserve Timer for each target site must be set higher
than the Nodal Request Wait Timer at the source
site.Valid values: digits from 2 to 30 seconds in 2-
second increments
Nodal Request The number of seconds the source node waits for a
Wait Timer response from the target nodes before making the
routing decision. Valid values: Digits only; range from 1
to 10 seconds. This value is only applicable for the
source node.
The Site Filter column indicates the filtering status for the site. The Skillset
Filter column indicates the filtering status for each skillset specified in the
Network Skillset column. To stop filtering, continue with the procedure,
“Manually stopping filtering for remote sites” on page 151.
If the Site Filter value is not Off, check the Event Browser in the Server
Utility to find the errors that led to filtering.
2 To refresh the display, click Refresh.
To manually stop filtering for remote sites and network skillsets

The following is an example of when it is useful to manually stop filtering.
Example
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 are notified about the meeting. Rather than wait
for notification from the Boston server, they can stop filtering manually at 10:30
a.m.
Manually stopping filtering for remote sites

2 Click the row containing the site whose site filter you want to turn off.
3 Click Stop Site Filter.

Manually stopping filtering for network skillsets


2 Click the row containing the site whose skillset filter you want to turn off.
3 Click Stop Skillset Filter.


Chapter 7
Monitoring network performance
In this chapter
Overview 154
Consolidated Agent Position Status Count 158
Consolidated Application display 161
Consolidated Skillset display 165

Monitoring network performance Standard 7.03
Overview
You can use the following network consolidated real-time displays at the NCC to
monitor network performance:
Consolidated Application Display
Consolidated Skillset Display
This chapter describes these real-time displays.
Graphical displays
The real-time displays present consolidated data in a tabular format. You can
choose to view the site or network summary information in a graphical format—
a pie chart or a bar chart.
To start a site summary

While viewing a real-time display grid, on the Site column, click the site that
you want to see portrayed in a summary chart.
A delay of approximately 5 seconds occurs before the summary chart opens,

showing the values displayed in the grid, either in bar-chart or pie-chart format.
You can print the chart, change it from color to pattern, or export it as a graphic
(either a .bmp or .jpg file) to the location that you specify in the Properties tab or
to the desktop if you do not define the export path. For information about site
summary chart components, see the Contact Center Manager Administration
online Help.
In the Properties tab, for each real-time display of which you make a private
copy, you can change the format of the summary charts and you can make the
display public again.
To start a network summary

You can start a performance summary chart in bar format of all sites in the
network (if you work in a networked environment). The chart updates at the
same refresh rate as the real-time display grid.

December 2007 Monitoring network performance
In the real-time display grid, click Network Summary. A delay of approximately

5 seconds occurs before the chart opens.
You can print the chart, change it from color to pattern, or export it as a graphic
(either a .bmp or .jpg file) to the location that you specify in the Properties tab or
to the desktop if you do not define the export path. For information about
network summary chart components, see the Contact Center Manager
Administration online Help.
Filters
You can define filters that include a subset of the sites, skillsets, and applications
in a specific display. For example, you can create a filter called
customer_service, which contains all of the skillsets and applications belonging
to the customer service unit, across all sites. The information is collapsed to
show the total and grand totals. Click the plus sign (+) to expand the information
for the group and click the minus sign (–) to collapse the information.
When you create the filter, you specify how the information is grouped. You can
group information in the following ways:
Filter—Site—Element
Filter—Element—Site
Site—Filter—Element
For example, if the customer_service filter is grouped by Filter—Element—Site,

it contains the following information:
Customer_Service Sales_Sk SiteA
Service_Sk SiteA
Sales_Sk SiteB
Service_Sk SiteB
Customer_Service Total

Totals in filters
When you use filters on a display, Contact Center Manager Administration
calculates the following totals:
subtotals for all of the elements in the filter
subtotals for all of the sites
a grand total for all of the elements in the display
For raw statistics, such as number of calls answered, the grand total and
subtotals are calculated by summing all the appropriate entries in the same
column. For formula-based statistics, such as average answer delay, the grand
total and subtotals are recalculated using the total values in the appropriate
columns.
Example
The following example shows subtotals for all of the elements in Filter A,
subtotals for all of the elements in Filter B, and the grand total for all of the
elements in both filters combined.
Ans > Abdn > Total Avg Ans

Ansd Abnd Thresh Thresh Ans Dly Dly Srv Lvl %
FilterA
AppA 10 2 5 1 120 120/10 ((10+2)-(5+1))*100/

= 12 (10+2) = 50
AppB 6 3 2 1 80 80/6 = ((6+3)-(2+1))*100/
12.3 (6+3) = 66.6
FilterA 16 5 7 2 200 (120+80)/ (((10+6)+(2+3))-

Total (10+6) = ((5+2)+(1+1)))*100/
12.5 ((10+6)+(2+3)) =
57.14
FilterB
AppC 5 1 2 0 60 60/5 = 12 ((5+1)-(2+0))*100/

(5+1) = 66.66

Ans > Abdn > Total Avg Ans

Ansd Abnd Thresh Thresh Ans Dly Dly Srv Lvl %
AppD 12 3 4 1 130 130/12 = ((12+3)-(4+1))*100/

10.83 (12+3) = 66.66
FilterB 17 4 6 1 190 (60+30)/ (((5+12)+(1+3))-

Total (5+12) = ((2+4)+(0+1)))*100/
11.17 ((5+12)+(1+3)) =
66.66
33 9 13 3 390
(120+80+ ((10+2+6+3+5+1+
60+130)/ 12+3) - (5+1+2+1+
(10+6+5+ 2+ 0+4+1)) * 100 /
Grand 12) = (10+2+6+3+5+1+12
Total 11.81 +3) = 61.90
If the same element appears twice in the display (for example, if AppB is in both
FilterA and FilterB), the totals for the filters are correct, but the grand total is
incorrect. (The AppB values are added to the grand total twice.) Do not create
displays with overlapping filters.

In this display, you can view the number of agents in various states in skillsets
across the network. You can view details such as the number of agents who are:
in service (logged on)
waiting to receive calls
not ready to receive calls
currently handling skillset or ACD/NACD calls
You can open a site or network summary bar chart or pie chart showing the
performance summary statistics for a particular site, or for all sites in the
network (see “Graphical displays” on page 154). The summary charts update at
the same refresh rate as the real-time display grids.
Field descriptions
The following are field descriptions for the Consolidated Agent Position Status
Count display.

Site
Click to generate a chart showing the site performance summary. The summary
chart shows the values displayed in the grid, either in bar-chart or pie-chart
format, depending on the display settings you choose on the Properties tab. The
chart updates in real time at the same refresh rate as the real-time display grid.
To save the chart to a .bmp or .jpg file for future reference, click Export BMP or
Export JPG. The system saves the chart in the location you specify on the
Properties tab, or on your desktop if you did not specify a location.
Skillset
The names of the skillsets in the site (for example, Bookings, Vacations, or
European). If you networking is enabled, this column contains the names of the
skillsets in each network site.
If the message “Error: No Name” appears in this column, the application server
cannot retrieve the name from the site. Contact the site administrator for
assistance.
Agts Wait
The number of agents in each skillset who are waiting to receive calls at all
network sites.
In Srv
The number of agents logged on to each skillset at all network sites.
Not Rdy
The number of agents in each skillset who are in the Not Ready state at all
network sites.
SklSet Call
The number of agents in each skillset who are active on skillset calls at all
network sites.
Ntwk SklSet Call

The number of agents in each skillset who are active on network skillset calls at
all network sites.

Other SklSet Call

The number of agents in each skillset at all network sites who are active on calls
belonging to other skillsets. The other skillset can be a local skillset, a network
skillset, or a system-defined skillset.
Agents can be assigned to multiple skillsets.
DN Call
The number of agents in each skillset who are active on Directory Number (DN)
calls at all network sites.
ACD-DN Call
The number of agents in each skillset who are active on Automatic Call
Distribution Directory Number (ACD-DN) calls at all network sites.
NACD-DN Call
The number of agents in each skillset who are active on Network Automatic Call
Distribution Directory Number (NACD-DN) calls at all network sites.

Consolidated Application display
You can use the Consolidated Application display to monitor the performance of
all applications in the network. The display includes the following information:
number of calls waiting
number of calls arrived
number of calls answered
number of calls abandoned
service level
average answer delay
ATTENTION
If the application names appear incorrectly in your real-
time displays, ensure that the network is functioning
correctly, the DNS is configured correctly on the
application server, and the DNS is providing responses
within a reasonable time (for example, less than 10
seconds), and then launch the display again.
The following is a snapshot of the Consolidated Application display.

Field descriptions
The following are field descriptions for the Consolidated Application display.
Site
Application
The names of the active applications at each network site (for example,
Master_Script, Network_Script, and so on).
assistance.
Wait
The total number of local and incoming network calls waiting to be handled by
each application within the site.

Arrived
The total number of local and network calls that arrived at the applications
within the site.
Ansd
The total number of local and network calls answered by agents in the
applications within the site.
Abnd
The total number of local and incoming or outgoing network calls that callers
abandoned while waiting to speak to an agent.
Avg Ans Dly

The average delay (in seconds) in answering all local and network calls arriving
at each application within the site.
Formula: Total Calls Answered Delay / Total Calls Answered
Srv Lvl %
The service level percentage calculated for each application within the site. The
calculation is based on the total number of local and network calls answered and
abandoned within each application in the site.
Formula: {[(Total Calls Answered + Total Calls Abandoned) - (Calls answered

after threshold + Calls abandoned after threshold)] / [Total Calls Answered +
Total Calls Abandoned]} * 100
Ntwk Out Wait

The total number of calls sent out from this network site waiting to be handled
by other sites within the network.
Ntwk Out Req

The total number of calls that this network site requested to route out to other
sites within the network.
Ntwk Out Rou

The total number of calls sent out from this network site that arrived at other
sites within the network.

Ntwk Out Ansd

The total number of calls sent out from this network site that are answered at
other sites within the network.
Ntwk Out Abnd

The total number of calls sent out from this network site that are abandoned at
other sites within the network.
Ntwk Avg Ans Dly

The average delay (in seconds) in answering all calls sent out from this
application to other sites within the network.

Consolidated Skillset display
You can use the Consolidated Skillset display to monitor the performance of all
skillsets in the network. The display includes the following information:
average answer delay
service levels
number of calls answered
number of calls waiting
The following is a snapshot of the Consolidated Skillset display.

Field descriptions
The following are field descriptions for the Consolidated Skillset display.
Site
Skillset
The names of the skillsets in the site (for example, Bookings, Vacations, or
European). If networking is enabled, this column contains the names of the
skillsets in each network site.
assistance.
Wait
The total number of local and incoming network calls waiting to be handled by
agents in each skillset within the site.
Offer
The total number of local and incoming network calls offered to each skillset
within a network site.
Ansd
The total number of local calls answered by agents in the skillsets of the site.
If the networking feature is enabled, this column contains the total number of
local and network calls answered by agents in the skillsets of the site.
Abnd
The total number of local calls, incoming network calls, and outgoing network
calls that callers abandoned while waiting to speak to an agent.

Avg Ans Dly

The average delay (in seconds) in answering all local and network calls arriving
at each skillset within the site.
Formula: Total Calls Answered Delay / Total Calls Answered
Srv Lvl %
The service level percentage calculated for each skillset within the site. The
calculation is based on the total number of local and network calls answered and
abandoned within each skillset in the site.
Formula: {1 - [Total Calls Answered After Threshold + Total Calls Abandoned

After Threshold] / [Total Calls Answered + Total Calls Abandoned]} * 100
Ntwk In Wait
The total number of incoming network calls that are waiting to be handled by
each skillset within the network site.
Ntwk In Offer
The total number of incoming network calls that are offered to each skillset
within the network site.
Ntwk In Ansd
The total number of incoming network calls that are answered by each skillset
within the network site.
Long Wait Last Call

The longest waiting time for all agents assigned to a skillset who are currently
idle. For example:
Time Agent Event
09:01:20 Simon Call for Bookings skillset ends
09:01:40 Pat Call for Bookings skillset ends
At 09:02:00, Simon’s wait time since last call is 40 seconds, and Pat’s is 20
seconds. Therefore, the longest wait time since the last call for the skillset is 40
seconds.

Longest wait time since

Time Agent Event 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 60 (Pat)

Bookings skillset
When Simon answers a DN call at 09:02:05, Pat (as the only idle agent) has the
longest wait time since last call, at 25 seconds. When the DN call ends, Simon
again becomes the longest idle agent, and the longest wait time since last call for
Bookings is 56 seconds (40+5+11). When Simon goes into the Not Ready state,
Pat is the only idle agent, and the longest wait time since last call for Bookings is
37 seconds (20+5+11+1). When Simon goes into the Ready state 20 seconds
later, he again becomes the longest idle agent, and the longest wait time since
last call is 77 seconds (40+5+11+1+20). When Simon answers a call for the
Bookings skillset at 09:02:40, Simon’s idle time is reset to zero. Pat becomes the
longest idle agent, and the longest wait time since last call is 60 seconds
(20+5+11+1+20+3).
For network-consolidated statistics, the summary/total row represents the largest

wait time of the skillset within the grouping (for example, if the display is
grouped by filter or by site); the network total row represents the largest wait
time throughout the entire network.
For call routing, priority takes precedence over idle time. For example, Simon
has a priority of 1 for the Bookings skillset and an idle time of 25 seconds. Pat
has a priority of 2 and an idle time of 500 seconds. An incoming call is routed to
Simon, even though Pat has a greater idle time.

Max Wait Time

The amount of time in seconds that the oldest local or incoming NSBR or
Universal NSBR call waited to be answered by an agent with this skillset within
the current grouping (for example, if the display is grouped by filter or by site);
the network total row represents the longest wait time throughout the entire
network.


Chapter 8
Troubleshooting
In this chapter
Server cannot route or receive calls 172
Problems with network skillsets 174
Problems collecting network call-by-call statistics 177
Times on reports are incorrect 178
Problems with call routing 179

Troubleshooting Standard 7.03
Server cannot route or receive calls
If your server cannot route calls to or receive calls from other sites, perform the
following tasks:
1. Verify that the source server did not filter the server. If the source server
filtered the server, see “To monitor and stop filtering” on page 145.
2. Verify that the dialable DN is configured correctly at the source server. For
more information, see the “To configure network communication
parameters” on page 129.
3. Ensure network skillsets and routing tables are received at the server. If not,
see “Verifying the connection to the NCC.”
If you experience issues with networking calls, Nortel provides a network trace
utility (NtwkTraceMon) that customer support staff can use to help you
troubleshoot your problem.
Verifying the connection to the NCC

1 At the NCC, start the Nbconfig utility (for more information, see “Configure
the communications database” on page 60). Check the Address and Site
tables to ensure that they are configured correctly:
The IP addresses are unique and correct.
The site names are correct.
The site names in the Site table match the site names in the Sites
window on the NCC.
Add any missing sites, and if any information is incorrect, remove the
affected site and add it again.
2 At the server, start the Nbconfig utility, and verify that the Address table and
the Site table match those on the NCC.
3 At the server, use the Nbconfig utility to ensure that the NCC site is defined
correctly. If any of this information is incorrect, see “To reset all site and
address settings” on page 173.

December 2007 Troubleshooting
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 customer support
representative.
To reset all site and address settings

If the contents of the Address table and Site table are incorrect or the two servers
do not communicate even though they can ping each other, you may need to shut
down all Contact Center Manager services and reset all site and address settings.
Resetting all site and address settings

1 At each server, perform these steps:
a. Shut down all Contact Center Manager Server services (from the
Windows Start menu, choose Programs > Nortel Contact Center >
Manager Server > Shutdown).
b. At the DOS prompt, type CD\Nortel\iccm\bin.
c. From the bin directory, run nicomsetup to reset all communication
settings.
d. For more information about nicomsetup, see the Contact Center
Manager Server Installation and Maintenance Guide.
e. Restart Contact Center Manager.
2 On the NCC, run nbconfig -admin, select the Force Synchronization
check box on the Site Table tab, and then click OK.
If this does not resolve the problem, run nicomsetup at the NCC and define all
sites again using nbconfig -admin. For more information, see “Configure the
communications database” on page 60.

Problems with network skillsets
This section describes problems that can occur with network skillsets and
explains how to troubleshoot them.
Network skillsets are not distributed from the NCC to all sites
This problem can occur for the following reasons:
An existing entity has the same name—If a server has a variable named
Sales, then you cannot add a network skillset named Sales. Contact your
network administrator to resolve naming problems. Nortel recommends
that skillset names include the characters _sk to identify them as skillsets
and to avoid potential conflicts with other entities. For more information,
see the Nortel Contact Center Manager Scripting Guide for
Communication Server 1000/Meridian 1 PBX or the Nortel Contact Center
Manager Scripting Guide for Communication Server 2X00/DMS.
The configured limit for number of skillsets was reached—At the site,
use either client application to check the historical statistics configuration
parameters. If you change the configured limit of skillsets, you must force
synchronization of the site information from the NCC. For more
information about historical statistics configuration, see the Contact Center
Manager Administrator’s Guide.
One or more sites is running Symposium Web Client Release 4.2 or
earlier—Network skillsets configured for longest idle agent or average
speed of answer are not propagated to servers running Symposium Web
Client 4.2 or earlier.

Calls for a network skillset are not sent to other sites

This problem can occur if your scripts are not updated to route calls to the
network skillset. When an administrator at the NCC defines a network skillset at
the NCC, the NCC propagates the new skillset to all servers in the network.
Calls continue to be queued to the local copy of the network skillset. To route
calls to other sites, you must add the script command Queue To Network
Skillset. For more information about using network skillsets in scripts, see the
Scripting Guide.
This error can also occur under the following circumstances:

The NACD package is not enabled on the telephony switch at the source
site. Install and configure NACD following the instructions in the Nortel
Contact Center Communication Server 1000/Meridian 1 and Voice
Processing Guide.
A non-ISDN trunk is encountered.
The dialable DN (set in the Network Communication Parameters window)
for the destination is not set to the correct MCDN network CDN.
A call is abandoned.
Filtering is preventing calls from being sent to a destination site

A destination site can be filtered under the following circumstances:
The NACD package is not enabled on the telephony switch at the source or
at the destination site. Install and configure NACD following the
instructions in the Nortel Contact Center Communication Server 1000/
Meridian 1 and Voice Processing Guide.
The dialable DN for the destination site is configured incorrectly (see “To
configure network communication parameters” on page 129).
The MCDN network CDN is not configured correctly at the destination
site. The MCDN network CDN must be configured on the telephony switch
as a CDN (see the Nortel Contact Center Communication Server 1000/
Meridian 1 and Voice Processing Guide), and it must be configured and
acquired as an MCDN network CDN on the server (see “To configure
MCDN network CDNs” on page 121).

The server at the destination site is not active. Ask the contact person at the
remote site whether the server is up.
The network skillset at the destination site is in Night Service mode or
Transition Service mode. The site is filtered until an agent with the skillset
logs on and the queue at the destination site is active.
The number of failed attempts set in the Number of Retries box for a
skillset is reached. When this happens, the source site removes the
destination site from all routing tables for the time configured in the Filter
Timer period (minimum of 5 minutes, maximum of 12 hours). After the
Filter Timer period, the destination site is no longer filtered. If the problem
is resolved before the Filter Timer period is reached, you can manually stop
filtering the site (see “To manually stop filtering for remote sites and
network skillsets” on page 150).

Problems collecting network call-by-call

statistics
Problems collecting network call-by-call statistics can occur if the server or

NCC does not have enough disk space or if call-by-call information is not sent to
the NCC.
The server or NCC does not have enough disk space

The historical statistics configuration calculation determines if you have
adequate storage space to save the amount of call-by-call data you choose. When
historical data is stored and consolidated, each server (including the NCC)
checks every 15 minutes to ensure that you have adequate storage space. This is
applicable at each server, including the NCC.
Call-by-call data is purged whenever data reaches the age you configure (in the
Historical Statistics Configuration window) or when disk space becomes
insufficient. This enables more recent call-by-call data to be stored; but if you
have less disk space than calculated, it can result in less long-term data stored.
An event is logged in Fault Management if this occurs. An event is also logged
in Fault Management if network call-by-call data transfer to the NCC takes
longer than 15 minutes.
The call-by-call information is not sent to the NCC

If you recently changed your call-by-call storage options, the change does not
take effect until the information is sent to the NCC and propagated to all sites.
This can take several minutes after making a change.
ATTENTION
If the NCC goes down for an extended period, pegging
occurs at each local server that is storing network call-by-
call data. This can use a substantial amount of resources at
each local server.

Times on reports are incorrect
This section refers to errors that can occur when the times set at multiple servers
are not synchronized.
When you work with multiple sites, remember the following details:
After you change the time zone or date and time through the Date/Time
control panel, restart each server in Contact Center Manager.
Verify that each site on the Sites page of the Configuration component in
Contact Center Manager Administration has the relative time to GMT
configured correctly. For more information, see “Add a site” on page 77.
Check the time set at each telephony switch regularly to ensure that the
times are synchronized. For more information, see the Nortel Contact
Center Communication Server 1000/Meridian 1 and Voice Processing
Guide or the Nortel Contact Center Manager Switch Guide for
Communication Server 2X00/DMS.
Times at different sites are not synchronized

Whether sites are in the same time zone or in multiple time zones, if the times at
various telephony switches are not synchronized, the network call-by-call report
does not display accurate information. In some cases, for example, destination
events can appear to occur before source events. You must regularly check the
time set at each telephony switch to ensure exact synchronization.
Viewing or editing the date and time at the telephony switch

1 Log on to the switch console.
2 Type ld 2, and then press Enter.
3 Type ttad to display the date and time.
4 To change the date or time, type stad, and then enter the correct date and
time in the following format: DD-MM-YYYY 00:00. Use the 24-hour clock
format for the time.
5 Press Enter.
6 Log off the switch console.

Problems with call routing
Problems with call routing can occur if agent reservations are canceled before
network calls are presented or if there are problems with Landing Pads.
Agent reservations canceled before network calls are presented

The number of times an agent is reserved must be approximately equal to the
number of NACD and network calls answered by the agent. If it is not, then your
Agent Reserve Timer may be set too low.
The Agent Reserve Timer prevents an agent from remaining reserved when a
call is answered locally or routed to another server. Normally, when that
happens, the local server notifies the remote server, and the remote server
cancels the agent reservation. However, if a communication problem prevents
notification of the remote server, the agent remains in the reserved state
indefinitely. To prevent this from happening, after a configurable period (Agent
Reserve Timer), the remote server cancels the reservation.
If the Agent Reserve Timer is too low, the agent can be unreserved before the
call is presented to the agent, but after the call arrives at the remote server. When
that happens, the agent’s ReservedForCall statistic is incremented, but the
agent’s NetworkCallsAnswered statistic is not.
Normally, the ReservedForCall and NetworkCallsAnswered statistics are not

equal for any given period. For example, if an agent logs off or presses the Not
Ready key after the agent is reserved, the NetworkCallsAnswered statistic is not
incremented, even though the ReservedForCall statistic is incremented. Also,
the reservation can occur during one interval, and the call presentation can occur
during the next interval.
If your agent performance reports show an unexpectedly high variance between

agent reservations and network or NACD calls presented, check the Agent
Reserve Timer (see “To configure network communication parameters” on page
129).

Problems with Landing Pads in Universal Networking

Every site that is licensed for Universal Networking can configure CDN or
DNIS Landing Pads. Landing Pads are required for the duration of a network
call. When a request is received at a target network node, a Landing Pad is taken
from the idle list and reserved for that call until the source site routes the call to
it. When the call arrives at the target Landing Pad, the Landing Pad is returned to
the idle list to wait for the next call. A relatively small number of Landing Pads
should be sufficient to receive several incoming Universal Networking calls at a
target node.
All Landing Pads busy

If the incoming network call rate exceeds the available Landing Pads, then Event
49033 is logged to the Event Browser at the source site stating “All Landing
Pads Busy at <TargetSiteName>.” The Network Communication Parameters
page in Contact Center Manager Administration for the source site displays a
similar message for the configurable time that the target is filtered. This message
is an indication that not enough Landing Pads are configured for the target site in
question.
The preceding example applies to both CDN and DNIS Landing Pads. CDN
Landing Pads must be acquired before Contact Center Manager Server can user
them. If the error message “All Landing Pads Busy at <TargetSiteName>”
appears, then check that all CDN Landing Pads are acquired.
No DNIS Network CDN available

To route a Universal Networking call with a DNIS Landing Pad to a target
network node, the DNIS Network CDN at the target network node must be
configured and acquired. If the DNIS Network CDN at the target network node
is not configured and acquired, then Event 49034 is logged to the Event Browser
at the source stating “No DNIS Network CDN available at <TargetSiteName>.”
The Network Communication Parameters page in Contact Center Manager
Administration for the source site displays a similar message for the
configurable time that the target is filtered.

General Problems with Universal Networking

If no Universal Networking calls are routed or if other problems with Universal
Networking calls occur, check the state of the dependent NT Services. In the NT
Services manager, verify that the following services are up:
CCMS ASM_Service
CCMS TFE_Service
CCMS NBMSM_Service
CCMS OAMCMF_Service
CCMS UNE_Service
If you cannot start these services manually from the NT Services manager, you
may need to reboot the system to solve the problem.
Acquiring Landing Pad CDNs and the DNIS Network CDN

The Contact Center Manager Administration CDNs (Route Points) page has an
acquired Status column for Landing Pad CDNs and the DNIS Network CDN.
This column displays the status of the CDN on the telephony switch. Possible
values are Acquired, Acquire Pending, Not Acquired, or Acquired Failed.
Occasions may occur when a Landing Pad CDN or the DNIS Network CDN
status is Acquired, but there is a problem with the operation of the CDN (for
example, after system restarts). This problem can arise if the telephony switch
properly acquires the CDN in question, but one of the Contact Center Manager
Server components is not aware of the acquisition.
When this occurs, an event appears in the Event Browser indicating the
following problem and action to resolve it:
Problem: UNE_Service is not aware of the acquisition status of CDN

<CDN_Number>
Action: Deacquire and reacquire CDN <CDN_Number>


Glossary
A accelerator key
A key on a phoneset that an agent can use to place a call quickly. When an agent
presses an accelerator key, the system places the call to the configured number
associated with the key. For example, if an agent presses the Emergency key, the
system places a call to the agent’s supervisor.
ACCESS
An internal protocol used by Contact Center Manager Server to directly control
some of the voice services available on the CallPilot or Meridian Mail platform.
access class
A collection of access levels that defines the actions a member of the access
class can perform within the system. For example, a member of the
Administrator access class might be given a collection of Read/Write access
levels.
access level
A level of access or permission given to a particular user for a particular
application or function. For example, a user might be given View Only access to
historical reports.
ACCESS link
A communication channel between Contact Center Manager Server and
CallPilot or Meridian Mail.
ACCESS voice port

A voice port controlled by the ACCESS link.
ACD call
See automatic call distribution call.
ACD-DN
See automatic call distribution directory number.

Glossary Standard 7.03
ACD group
See automatic call distribution group.
ACD routing table

See automatic call distribution routing table.
ACD subgroup
See automatic call distribution subgroup.
acquired resource
A resource configured on the switch under the control of Contact Center
Manager Server. Resources must be configured with matching values on both
the switch and Contact Center Manager Server.
activated script
A script that is processing calls or is ready to process calls. Before you can
activate a script, you must first validate it.
active server
In a system with a Replication Server, the server providing call processing and
administration services.
activity code
A number that agents enter on their phoneset during a call. Activity codes
provide a way of tracking the time agents spend on various types of incoming
calls. They are also known as Line of Business (LOB) codes. For example, the
activity code 720 might be used to track sales calls. Agents can then enter 720
on their agent desktop applications during sales calls, and this information can
be generated in an Activity Code report.
adapter
Hardware required to support a particular device. For example, network adapters
provide a port for the network wire. Adapters can be expansion boards or part of
the computer’s main circuitry.
administrator
A user who sets up and maintains Contact Center Manager and Contact Center
Multimedia.

December 2007 Glossary
agent
A user who handles inbound and outbound voice calls, e-mail messages, and
Web communications.
agent logon ID
A unique identification number assigned to a particular agent. The agent uses
this number when logging on. The agent ID is not associated with any particular
phoneset.
agent priority per skillset

Each agent has a priority per skillset. This priority represents their skill level
within the skillset. This priority is used only in queuing the agent in the idle
agent queues, thus allowing agents with greater priority in a skillset to be
presented with calls before agents of lesser priority. Agent priority per skillset
has a range of 1 to 48, with 1 having the greatest priority. Agent priority per
skillset is not used to determine which request to present to an idle agent when
the agent qualifies for more than one queue request. That presentation is based
solely on the calls’ attributes.
agent-to-skillset assignment
A matrix that, when you run it, sets the priority of one or more agents for a
skillset. Agent to skillset assignments can be scheduled.
agent-to-supervisor assignment
A matrix that, when you run it, assigns one or more agents to specific
supervisors. Agent to supervisor assignments can be scheduled.
AIP
Advanced I/O Processor
alias
See e-mail alias.
AML
See Application Module Link.
ANI
See automatic Number Identification.

API
See application program interface.
application
1. A logical entity that represents a Contact Center Manager script for reporting
purposes. The Master script and each primary script have an associated
application. The application has the same name as the script it represents. 2. A
program that runs on a computer.
Application Module Link

An internal protocol used by Contact Center Manager Server to communicate
directly with the switch.
application program interface

A set of routines, protocols, and tools that programmers use to develop software
applications. APIs simplify the development process by providing commonly
used programming procedures.
application server
The server on which the Contact Center Manager Administration software is
installed. This server acts as the middle layer that communicates with Contact
Center Manager Server and makes information available to the client PCs.
associated supervisor
A supervisor who is available for an agent if the agent’s reporting supervisor is
unavailable. See also reporting supervisor.
automatic call distribution

A means of automatically distributing an organization’s incoming calls among a
number of answering positions (ACD agents). Automatic call distribution is
useful in operations where callers want a service rather than a specific person.
Calls are serviced in the order they arrive and are distributed so that the
workload at each answering position is approximately equal.
automatic call distribution call

A call to an ACD-DN. ACD calls are distributed to agents in an ACD group
based on the ACD routing table on the switch. See also automatic call
distribution directory number.

automatic call distribution directory number

A primary or supplementary DN associated with an ACD group. Calls made to
an automatic call distribution directory number are distributed to agents
belonging to the group, based on the ACD routing table on the switch.
automatic call distribution group

An entity defined on the switch for the purpose of call distribution. When a
customer dials an ACD group, the call is routed to any agent who is a member of
that group.
automatic call distribution routing table

A table configured on the switch that contains a list of ACD-DNs used to define
routes for incoming calls. This ensures that incoming calls not processed by
Contact Center Manager Server are queued to ACD groups and handled by
available agents.
automatic call distribution subgroup

An entity defined on the switch to assign supervisory responsibilities. Each
subgroup has one supervisor phoneset and a number of agent phonesets
associated with it. Agents can log on to any phoneset within their ACD
subgroup. The supervisor must log on to the supervisor phoneset to monitor
assigned agents.
automatic Number Identification

A telephony feature that provides the originating local telephone number of the
caller.
auto-response
A message sent to a customer with no agent interaction. An auto-response can
be an intelligent response, such as a sales promotion flyer, or an
acknowledgement, such as, “We received your e-mail and will respond to you
within three days.”
B basic call
A simple unfeatured call between two 2500 phonesets, on the same switch,
using a four-digit dialing plan.

BBUA
Back-to-Back User Agent
C call age
The amount of time a call waits in the system before being answered by an
agent.
call destination
The site to which an outgoing network call is sent. See also call source.
Calling Line Identification

An optional service that identifies the telephone number of the caller. This
information can then be used to route the call to the appropriate agent or skillset.
The CLID can also be displayed on an agent’s phoneset.
call intrinsic
A script element that stores call-related information assigned when a call enters
Contact Center Manager Server. See also intrinsic, skillset intrinsic, time
intrinsic, traffic intrinsic.
call presentation class

A collection of preferences that determines how calls are presented to an agent.
A call presentation class specifies whether a break time between calls is allowed,
whether an agent can put DN calls on hold for incoming ACD calls, and whether
an agent phoneset displays that the agent is reserved for a network call.
call priority
The priority given to a request for a skillset agent in a QUEUE TO SKILLSET
or QUEUE TO NETWORK SKILLSET script element. This priority is used
only in queuing a pending request in the pending request queue corresponding to
the required skillsets. This allows pending requests with greater priority in a
skillset to be presented to agents before calls of lesser priority. Call priority has a
range or 1 to 6, with 1 having the greatest priority. Six priorities are used to fully
support the many queuing variations provided by existing NACD functionality.
Call priority is maintained at target nodes for network call requests.

Call Request Queue Size

Sets the maximum queue size for network skillsets. When the set maximum is
reached, the queue rejects calls. For Network Skill-Based Routing, Call Request
Queue Size (CRQS) is configured in Contact Center Manager Administration. If
the NACD fallback or the Queue_to_NACD script command is used, CRQS
must be configured in LD23 on the switch. See also Flow Control Threshold.
call source
The site from which an incoming network call originates. See also call
destination.
call treatment
A script element that enables you to provide handling to a call while it is waiting
to be answered by a contact center agent. For example, a caller can hear a
recorded announcement or music while waiting for an agent.
call variable
A script variable that applies to a specific call. A call variable follows the call
through the system and is passed from one script to another with the call. See
also global variable, script variable.
CallPilot
A multimedia messaging system you can use to manage many types of
information, including voice messages, fax messages, e-mail messages,
telephone calls (including conferencing), calendars, and directories.
campaign
See outbound campaign.
CAT
Channel Allocation Table
CCR
customer controlled routing
CDN
See controlled directory number.

central processing unit

The component of a computer that performs the instructions of computer
programs. Also known as a processor or microprocessor.
centum call seconds

A measure of call traffic density that represents one call in one channel for 100
seconds in 1 hour.
CLAN
See Customer Local Area Network.
CLAN subnet
See enterprise IP network.
CLID
See Calling Line Identification.
client
The part of Contact Center Manager Server that runs on a personal computer or
workstation and relies on the server to perform some operations. Two types of
client are available: Server Utility and Contact Center Manager Administration.
See also server.
closed reasons
An item configured in Contact Center Multimedia to indicate the result of a
completed e-mail contact. Agents choose a closed reason, and this information
can be generated in a report.
command
A building block used with expressions, variables, and intrinsics to create
scripts. Commands perform distinct functions, such as routing a call to a specific
destination, playing music to a caller, or disconnecting a caller.
Communication Control Toolkit

A client/server application that integrates a telephone on a user’s desktop with
client- and server-based applications.

Communication Server 1000 Telephony Manager

A Nortel application used for Private Branch Exchange (PBX) management.
Computer Telephony Integration

An application that enables a computer to control telephone calls.
Conditionally Toll Denied

Allowed access for calls placed through Basic/Network Alternate Route
Selection and Coordinated Dialing Plan.
Contact Center Agent Desktop

An agent tool that contact center agents can use to provide intelligent and
personalized customer care. Agents use a personal computer to access the
telephony and multimedia functions.
Contact Center Manager

A client/server contact center solution for varied and changing business
requirements. It offers a suite of applications that includes call processing and
agent handling, management and reporting, networking, and third-party
application interfaces.
Contact Center Manager Administration

A browser-based tool for contact center administrators and supervisors used for
managing and configuring a contact center and its users, defining access to data,
and viewing real-time and historical reports. The Contact Center Manager
Administration software is installed on an application server. See also Contact
Center Manager Administration server.
Contact Center Manager Administration server

The server on which the Contact Center Manager Administration software is
installed. This server acts as the middle layer that communicates with Contact
Center Manager Server and makes information available to the client PCs.
Contact Center Manager Server

This server is responsible for functions such as the logic for call processing, call
treatment, call handling, call presentation, and the accumulation of data into
historical and real-time databases.

Contact Center Manager Server call

A call to a CDN controlled by Contact Center Manager Server. The call is
presented to the Incalls key on an agent’s phoneset.
Contact Center Multimedia server

A client/server contact center application that expands inbound telephony
capabilities to include outbound voice, e-mail, and Web communications.
Contact Center Standby server

The server that contains an up-to-date backup version of the Contact Center
Manager Server database for use if the active server fails. The database is kept
up-to-date by the Replication Server.
Contivity VPN Switch

A Nortel product that provides routing, firewall, bandwidth management,
encryption, authentication, and data integrity for secure tunneling across
managed IP networks and the Internet.
controlled directory number

A special directory number that allows calls arriving at the switch to be queued
when the CDN is controlled by an application such as Contact Center Manager
Server. When a call arrives at this number, the switch notifies the application
and waits for routing instructions, which are performed by scripts in Contact
Center Manager Server.
CPH
calls per hour
CPU
See central processing unit.
CRM
See Customer Relationship Manager.
CRQS
See Call Request Queue Size.

CSL
Command and Status Link
CTD
See Conditionally Toll Denied.
CTI
See Computer Telephony Integration.
customer administrator
A user who maintains Contact Center Manager.
Customer Local Area Network

The LAN to which your corporate servers, third-party applications, and desktop
clients connects.
Customer Relationship Manager

An application that provides the tools and information that an organization
requires to manage its customer relationships.
D Data Execution Prevention

A set of hardware and software technologies that perform additional checks on
memory to help to protect against malicious code exploits. In Windows Server
2003 Service Pack 1, Data Execution Prevention is enforced by both hardware
and software.
database views
A logical representation of the database used to organize information in the
database for your use. Event statistics are accessible through database views.
DBMS
Database Management System
deacquire
To release an acquired switch resource from the control of the contact center.

deactivated script
A script that does not process any new calls. If a script is in use when it is
deactivated, calls continue to be processed by the script until they are completed.
default activity code

The activity code assigned to a call if an agent does not enter an activity code
manually, or when an agent presses the activity code button twice on the
phoneset. Each skillset has a defined default activity code.
default skillset
The skillset to which calls are queued if they are not queued to a skillset or a
specific agent by the end of a script.
denial of service
An incident in which a user or organization is unable to gain access to a resource
that they can normally access.
DEP
See Data Execution Prevention.
Designer Patch
An emergency fix packaged to address specific individual Contact Center
software problems. Designer Patches are viewable from a patch viewer
application. Designer Patches are included in the next scheduled Service Update
or Service Update Supplementary. See also Service Update and Service Update
Supplementary.
desktop user
A configured user who can log on to the Contact Center Manager Server from a
client PC.
destination site
The site to which an outgoing network call is sent. See also source site.
DHCP
See dynamic host configuration protocol.

Dial-Up Networking
See Remote Access Services.
Dialed Number Identification Service

An optional service that allows Contact Center Manager Server to identify the
phone number dialed by the incoming caller. An agent can receive calls from
customers calling in on different DNISs and, if the DNIS is displayed on the
phoneset, can prepare a response according to the DNIS.
DID
Direct Inward Dial
directory number
The number that identifies a phoneset on a switch. The directory number (DN)
can be a local extension (local DN), a public network telephone number, or an
automatic call distribution directory number (ACD-DN).
directory number call

A call presented to the DN key on an agent’s phoneset.
display threshold
A threshold used in real-time displays to highlight a value below or above the
normal range.
disposition code
An item configured in Contact Center Multimedia to indicate the result of a
completed outbound contact. Agents choose a disposition code, and this
information can be generated in a report.
Distant Steering Code

Used by the switch to route calls to their intended destination.
Distance Vector Multicast Routing Protocol

The multicast routing protocol used when multicast data recipients extend
beyond a single network. This protocol advertises the shortest-path route to the
networks on which a multicasting source resides.

DMS
Digital Multiplex Switch
DN
See directory number.
DN call
See directory number call.
DNIS
See Dialed Number Identification Service.
DoS
See denial of service.
DP
See Designer Patch.
DSC
Distant Steering Code
DTMF
Dual Tone Multi Frequency
Dual Tone Multi Frequency

A method used by the telephone system to communicate the keys pressed when
dialing. Pressing a key on the phone's keypad generates two simultaneous tones,
one for the row and one for the column. These are decoded by the exchange to
determine which key was pressed.
DVMRP
See Distance Vector Multicast Routing Protocol.
dynamic host configuration protocol

A protocol for dynamically assigning IP addresses to devices on a network.

dynamic link library

A library of executable functions or data that can be used by a Windows
application. Typically, a DLL provides one or more particular functions, and a
program accesses the functions by creating either a static or dynamic link to the
DLL. Several applications can use a DLL at the same time.
E EBC
See equivalent basic calls.
EIU
Ethernet Interface Unit
ELAN Subnet
See embedded local area network.
e-mail alias
An e-mail address that forwards all e-mail messages it receives to another e-mail
account. For example, the mailbox general@magscripts.com can have the
aliases carz@magsubscriptions.com and planez@magsubscriptions.com. E-mail
addressed to either of these aliases is forwarded to the general@magscripts.com
mailbox. To route e-mail differently depending on the alias to which it is
addressed, create a recipient mailbox as an alias in the Contact Center
Multimedia Administrator application and then create routing rules based on the
alias.
e-mail message contact

An incoming e-mail message handled intelligently using rules to route a contact
according to a skillset, send an auto-response, or close the contact.
e-mail rule
Determine how an e-mail contact is routed based on information about the
e-mail message (inputs) and configurations in your contact center (outputs).
embedded local area network

A dedicated Ethernet TCP/IP LAN that connects the Contact Center Manager
Server and the switch.

Emergency key
A key on an agent’s phoneset that, when pressed by an agent, automatically calls
their supervisor to notify the supervisor of a problem with a caller.
enterprise IP network
Your entire IP network including the ELAN subnet and the Nortel server subnet.
equivalent basic calls

A measure of the telephone switch CPU real time required to process a basic
call. See also basic call.
event
1. An occurrence or action on Contact Center Manager, such as the sending or
receiving of a message, the opening or closing of an application, or the reporting
of an error. Some events are for information only, while others can indicate a
problem. Events are categorized by severity: information, minor, major, and
critical. 2. An action generated by a script command, such as queuing a call to a
skillset or playing music.
expression
1. A building block used in scripts to test for conditions, perform calculations, or
compare values within scripts. See also logical expression and mathematical
expression. 2. A category of disk drives that employs two or more drives in
combination for fault tolerance and performance. See also relational expression.
F FCTH
See Flow Control Threshold.
filter timer
The length of time after the system unsuccessfully attempts to route calls to a
destination site before that site is filtered out of a routing table.
firewall
A set of programs that protects the resources of a private network from external
users.

first-level threshold
The value that represents the lowest value of the normal range for a statistic in a
threshold class. The system tracks how often the value for the statistic falls
below this value.
Flow Control Threshold

The number of calls required to reopen a closed network skillset queue. This
value must be less than the Call Request Queue Size. For Network Skill-Based
Routing, Flow Control Threshold (FCTH) is configured in Contact Center
Manager Administration. If the NACD fallback or the Queue_to_NACD script
command is used, FCTH must be configured in LD23 on the switch. See also
Call Request Queue Size.
G global settings
Settings that apply to all skillsets or IVR ACD-DNs configured on your system.
global variable
A variable that contains values that can be used by any script on the system. You
can only change the value of a global variable in the Script Variable Properties
sheet. You cannot change it in a script. See also call variable, variable.
GOS
See grade of service.
grade of service
The probability that calls are delayed by more than a certain number of seconds
while waiting for a port.
H HDX
See Host Data Exchange.
Host Data Exchange

A rich scripting language provided with Contact Center Manager to control
treatment of calls.

HTTP
See Hypertext Transfer Protocol.
hundred call seconds

See centum call seconds.
Hypertext Transfer Protocol

The set of rules for transferring data on the World Wide Web.
I ICM
See Intelligent Call Manager.
IGMP
See Internet Group Management Protocol.
Incalls key
The key on an agent phoneset to which incoming ACD and Contact Center
Manager calls are presented.
Integrated Services Digital Network

A set of standards for transmitting digital information over ordinary telephone
wire and other media.
Integration Package for Meridian Link

A feature that integrates an IVR system with a switch.
Intelligent Call Manager

A high capacity contact center TCP/IP interface to the switch that enables the
exchange of messages between the switch and a remote host computer.
Interactive Voice Response

An application that allows telephone callers to interact with a host computer
using prerecorded messages and prompts.
Interactive Voice Response ACD-DN

A directory number that routes a caller to a specific IVR application. An IVR
ACD-DN must be acquired for non-integrated IVR systems.

Interactive Voice Response event

A voice port logon or logoff. An IVR event is pegged in the database when a call
acquires or deacquires a voice port.
Internet Group Management Protocol

The multicast routing protocol used in a network that does not require the
delivery of multicast packets between routers or across networks. This protocol
transports the following information between host group members, hosts, and
routers:
client requests to join a group
messages about group membership sent by hosts to routers
Internet Protocol address

An identifier for a computer or device on a TCP/IP network. Networks use TCP/
IP to route messages based on the IP address of the destination. For customers
using NSBR, site IP addresses must be unique and correct. The format of an IP
address is a 32-bit numeric address written as four values separated by periods.
Each value can be 0 to 255. For example, 1.160.10.240 can be an IP address.
intrinsic
A word or phrase used in a script to gain access to system information about
skillsets, agents, time, and call traffic that can then be used in formulas and
decision-making statements. See also call intrinsic, skillset intrinsic, time
IP address
See Internet Protocol address.
IPML
See Integration Package for Meridian Link.
ISDN
See Integrated Services Digital Network.
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.
Line of Business code

See activity code.
LOB code
See activity code.
local area network

A computer network that spans a relatively small area. Most LANs connect
workstations and personal computers and are confined to a single building or
group of buildings.
local call
A call that originates at the local site. See also network call.
local skillset
A skillset that can be used at the local site only. See also network skillset,
skillset.
logical expression
1. A symbol used in scripts to test for different conditions. Logical expressions
are AND, OR, and NOT. See also expression, mathematical expression. 2. A
category of disk drives that employs two or more drives in combination for fault
tolerance and performance. See also relational expression.

M M1
Meridian 1 switch
M1 IE
Meridian 1 Internet Enabled switch
mailbox
See recipient mailbox.
Management Information Base

A data structure that describes the collection of all possible objects in a network.
Each managed node maintains one or more variables (objects) that describe its
state. Contact Center Manager Server Management Information Bases (MIB)
contribute to the overall network MIB by:
identifying Nortel/Meridian/Contact Center Manager Server nodes within
the network
identifying significant events (SNMP traps), such as alarms reporting
specifying formats of alarms
Master script
The first script executed when a call arrives at the Contact Center. A default
Master script is provided with Contact Center Manager, but it can be customized
by an authorized user. It cannot be deactivated or deleted. See also network
script, primary script, script, secondary script.
mathematical expression
1. An expression used in scripts to add, subtract, multiply, and divide values.
Mathematical expressions are addition (+), subtraction (-), division (/), and
multiplication (*). See also expression and logical expression. 2. A category of
disk drives that employs two or more drives in combination for fault tolerance
and performance. See also relational expression.
mean holding time

1. The time that the agent is involved in serving a call. It is the sum of average
talk time. 2. The time required for postcall processing when the agent is not
available to handle other calls. 3. Intercall interval (including union break, if
any).

Media Application Server

A programmable media endpoint in a SIP signaling network that acts as a SIP
user agent to accept and control sessions and the IP media (audio and video)
services associated with those sessions. The Media Application Server delivers
programmable customized intelligent media services to those sessions using
text, voice, and video initially, with extensibility to other media and information
types as the applications grow.
mean time between calls

The average time between presentation of calls to an agent.
Meridian Link Services

A communications facility that provides an interface between the switch and a
third-party host application.
Meridian Mail
A Nortel product that provides voice messaging and other voice and fax
services.
Meridian MAX
A Nortel product that provides call processing based on ACD routing.
MHT
See mean holding time.
MIB
See Management Information Base.
MLS
See Meridian Link Services.
MM
See Meridian Mail.
MOSPF
See Multicasting Extensions to Open Shortest Path First.

MTBC
See mean time between calls.
Multicasting Extensions to Open Shortest Path First

An enhanced version of the Open Shortest Path First (OSPF) routing algorithm
that allows a router to forward multicast IP traffic within an autonomous OSPF
(v.2) system.
Multimedia database
A Caché database used to store customer information and contact details for
outbound, e-mail, and Web communication contacts.
MSL-100
Meridian Stored Logic 100 switch
music route
A resource installed on the switch that provides music to callers while they wait
for an agent.
N NACD call
A call that arrives at the server from a network ACD-DN.
NAT
See Network Address Translation.
NCC
See Network Control Center.
NCRTD
See Network Consolidated Real-Time Display.
Network Address Translation

The translation of an Internet Protocol (IP) address used within one network to
an IP address used within another network. One network is called the inside
network and the other is called the outside network.

network call
A call that originates at another site in the network. See also local call.
Network Consolidated Real-Time Display

A real-time display containing data from more than one Contact Center Manager
Server. This data is consolidated by Contact Center Manager Administration.

The server on a Contact Center Manager system where Network Skill-Based
Routing is configured and where communication between servers is managed.
network interface card

An expansion board that enables a PC to connect to a local area network (LAN).
network script
The script executed to handle error conditions for Contact Center Manager
Server calls forwarded from one site to another for customers using NSBR. The
network script is a system-defined script provided with Contact Center Manager,
but it can be customized by an authorized user. It cannot be deactivated or
deleted. See also Master script, primary script, script, secondary script.

An optional feature with Contact Center Manager Server that provides skill-
based routing to multiple networked sites.
network skillset
A skillset common to every site on the network. Network skillsets must be
created at the Network Control Center (NCC).
night mode
A skillset state in which the server does not queue incoming calls to the skillset,
and in which all queued calls are given night treatment. A skillset goes into night
mode automatically when the last agent logs off, or the administrator can put it
into night mode manually. See also out-of-service mode, transition mode.

Nortel server subnet

The subnet to which the Nortel servers, such as Contact Center Manager Server,
Network Control Center, Contact Center Manager Administration, Contact
Center Multimedia, and CallPilot are connected.
Nortel VPN Router Switch

A Nortel product that provides routing, firewall, bandwidth management,
encryption, authentication, and data integrity for secure tunneling across
managed IP networks and the Internet.
NPA
See Number Plan Area.
NSBR
See Network Skill-Based Routing.
Number Plan Area

Area code
O object linking and embedding

A compound document standard that enables you to create objects with one
application, and then link or embed them in a second application.
ODBC
See Open Database Connectivity.
OEM
Original equipment manufacturer
Office hours
Hours configured in the contact center where e-mail messages can be routed
using one method when the contact center is open, and another method when the
contact center is closed.
OLE
See object linking and embedding.

Open Database Connectivity

A Microsoft-defined database application program interface (API) standard.
Open Shortest Path First

A routing algorithm that provides least-cost routing, multipath routing, and load
balancing.
Optivity Telephony Manager

A Nortel application used for switch management.
OSPF
See Open Shortest Path First.
OTM
See Optivity Telephony Manager.
outbound campaign
A group of outgoing calls from the contact center for a specific purpose, for
example, customer satisfaction surveys.
Outbound Campaign Management Tool

An administrator tool accessed through Contact Center Manager Administration
for configuring outbound campaigns.
outbound contact
An outgoing voice call intelligently routed to an agent according to a skillset
within a defined time interval. The call can be dialed by the agent or the switch.
out-of-service mode
A skillset state in which the skillset does not take calls. A skillset is out of
service if no agents are logged on or if the supervisor puts the skillset into out-
of-service mode manually. See also night mode, transition mode.
out-of-service skillset
A skillset not taking any new calls. While a skillset is out of service, incoming
calls cannot be queued to the skillset. See also local skillset, network skillset,
skillset.

P patch
See Designer Patch.
PBX
See private branch exchange.
pegging
The action of incrementing statistical counters to track and report on system
events.
pegging threshold
A threshold used to define a cut-off value for statistics, such as short call and
service level. Pegging thresholds are used in reports.
PEP
Performance Enhancement Package. Now known as Designer Patch. See
Designer Patch.
Performance Enhancement Package

Now known as Designer Patch. See Designer Patch.
personal directory number

A DN on which an agent can be reached directly, usually for private calls.
phoneset
The physical device, connected to the switch, to which calls are presented. Each
agent and supervisor must have a phoneset.
phoneset display
The display area on an agent’s phoneset where information about incoming calls
can be communicated.
PIM
See Protocol Independent Multicast.
Platform Vendor Independence

A software-only contact center solution, which operates on any hardware
platform that meets specified requirements.

Position ID
A unique identifier for a phoneset, used by the switch to route calls to the
phoneset. Referred to as Telephony/Port Address in Contact Center Manager
Server.
primary ACD-DN
A directory number that callers can dial to reach an ACD group.
primary script
A script executed or referenced by the Master script. A primary script can route
calls to skillsets, or it can transfer routing control to a secondary script. See also
Master script, network script, script, secondary script.
priorities
Two sets of priorities affect queuing and call presentation: agent priority per
skillset and call priority. For both sets of priorities, the lower in value of the
number indicates a greater priority in presentation. All idle agent queues and all
pending request queues always queue by priority as its top precedence. All other
queuing options, such as age of call and agent idle time, take a lower precedence
than priority. See also call priority and agent priority per skillset.
private branch exchange

A telephone switch, typically used by a business to service its internal telephone
needs. A PBX usually offers more advanced features than are generally
available on the public network.
Protocol Independent Multicast

A protocol that provides efficient routes for multicast traffic that must cross the
Internet to reach members of sparsely distributed multicast groups.
PSTN
See public switched telephone network.
public switched telephone network

The international network of private and government-owned voice-oriented
public telephone networks.

R RAID
See Redundant Array of Intelligent/Inexpensive Disks.
RAN
recorded announcement
RAN route
See recorded announcement route.
RAS
See Remote Access Services.
Real-time Statistics Multicast

An interface that provides real-time information to third-party applications in
either multicast or unicast format.
recipient mailbox
A container on the e-mail server that hold e-mail messages. Standard mailboxes
are monitored by the Contact Center E-mail Manager, which routes the e-mail to
an agent or group of agents (skillset) based on an analytical search of the sender
address, the recipient address, the subject and body of an e-mail message for
predetermined keywords, or a combination of these. The e-mail server must be
compliant with Post Office Protocol 3 (POP3) and Standard Mail Transfer
Protocol (SMTP).
recorded announcement route

A resource installed on the switch that offers a recorded announcement to
callers.
Redundant Array of Intelligent/Inexpensive Disks

A category of disk drives that employs two or more drives in combination for
fault tolerance and performance.
redundant server
A warm standby server, used for shadowing the Multimedia database on the
Multimedia server and providing a quick recovery if the primary server fails.

relational expression
An expression used in scripts to test for different conditions. Relational
expressions are less than (<), greater than (>), less than or equal to (< =), greater
than or equal to (> =), and not equal to (< >). See also expression, logical
expression, mathematical expression.
Remote Access Services

A feature built into Windows NT and Windows 95 that enables users to log on to
an NT-based LAN using a modem, X.25 connection, or WAN link. This feature
is also known as Dial-Up Networking.
Replication Server
A server that backs up the active Contact Center Manager Server to the standby
Contact Center Manager Server in real time.
reporting supervisor
The supervisor who has primary responsibility for an agent. When an agent
presses the Emergency key on the phoneset, the emergency call is presented to
the agent’s reporting supervisor. See also associated supervisor.
Resource Reservation Protocol

The protocol used by routers to allow host systems in an IP network to reserve
resources for unicast or multicast dataflows.
round robin routing table

A routing table that queues the first call to the first three sites in the routing
table, then the second three sites, then the third three sites, and so on, until an
agent is reserved at one of the sites. See also sequential routing table.
route
A group of trunks. Each trunk carries either incoming or outgoing calls to the
switch. See also music route, RAN route.
router
A device that connects two LANs. Routers can also filter messages and forward
them to different places based on various criteria.

routing table
A table that defines how calls are routed to the sites on the network. See also
round robin routing table, sequential routing table.
RSM
See Real-time Statistics Multicast.
RSVP
See Resource Reservation Protocol.
rule
See e-mail rule.
S sample script
A script installed with the Contact Center Manager Server client. Sample scripts
are stored as text files in a special folder on the client. The contents of these
scripts can be imported or copied into user scripts to create scripts for typical
contact center scenarios.
SCM
See Service Control Manager.
script
A set of instructions that relates to a particular type of call, caller, or set of
conditions, such as time of day or day of week. See also Master script, network
script, primary script, secondary script.
script variable
See variable.
second-level threshold
The value used in display thresholds that represents the highest value of the
normal range for a given statistic. The system tracks how often the value for the
statistic falls outside this value.

secondary directory number

A DN defined on the agent’s phoneset as a Centrex line for incoming and
outgoing non-ACD calls.
secondary script
Any script (other than a Master, network, or primary script) referenced from a
primary script or any other secondary script. Statistics are not pegged for actions
occurring during a secondary script. See also Master script, network script,
primary script, script.
sequential routing table

A routing table method that always queues a call to the first three active sites in
the routing table. See also round robin routing table.
server
A computer or device on a network that manages network resources. Examples
of servers include file servers, print servers, network servers, and database
servers. Contact Center Manager Server is used to configure the operations of
the contact center. See also client.
server subnet
The subnet to which the Nortel servers, such as Contact Center Manger Server,
Network Control Center, Contact Center Manager Administration, Contact
Center Multimedia, and CallPilot are connected.
service
A process that adheres to a Windows NT structure and requirements. A service
provides system functionality.
Service Control Manager

A Windows NT process that manages the different services on the PC.
service level
The percentage of incoming calls answered within a configured number of
seconds.

service level threshold

A parameter that defines the number of seconds within which incoming calls
should be answered.
Service Update
A Contact Center supplementary software application that enhances the
functionality of previously released software by improving performance, adding
functionality, or correcting a problem discovered since the original release. All
previous Service Updates (SUs) for the release are included in the latest Service
Update. For example, SU02 contains the contents of SU01 as well as the fixes
delivered in SU02. SU03 contains SU01, SU02, and the fixes delivered in SU03.
See also Service Update Supplementary and Designer Patch.
Service Update Supplementary

A stand-alone Contact Center supplementary software application installed on
top of a specific Service Update (SU). It does not contain the contents of
previous SUs. The next SU includes SUSs built on top of previous SUs. For
example, SUS0301 is installed on top of SU03. SU04 contains SU03 and
SUS0301 (and any subsequent SUSs built on top of SU03). See also Service
Update and Designer Patch.
Session Initiation Protocol

An application-layer control (signaling) protocol for creating, modifying, and
terminating sessions with one or more participants.
Simple Network Management Protocol

A systematic way of monitoring and managing a computer network. The SNMP
model consists of four components:
managed nodes, which are any device, such as hosts, routers, and printers,
capable of communicating status to network-management systems through
an SNMP management process called an SNMP Agent
management stations, which are computers running special network
management software that interact with the Agents for status
management information, which is conveyed through exact specifications
and format of status specified by the MIB
Management Protocol or SNMP, which sends messages called protocol
data units (PDUs)

SIP
See Session Initiation Protocol.
SIP Terminal
The SIP Address of the TR87 controlled terminal dedicated to this agent. This is
the phone number that the agent controls, combined with the domain of the
agent in the SIP URI.
SIP URI
The SIP Address for the agent as configured on the target SIP server. The SIP
Address uniquely identifies the agent on the SIP network.
site
1. A system using Contact Center Manager Server that can be accessed using
Server Utility. 2. A system using Contact Center Manager Server and
participating in Network Skill-Based Routing.
skillset
A group of capabilities or knowledge required to answer a specific type of call.
See also local skillset, network skillset.
skillset intrinsic
A script element that inserts information about a skillset in a script. Skillset
intrinsics return values such as skillsets, integers, and agent IDs. These values
are then used in queuing commands. See also call intrinsic, intrinsic, time
intrinsic, and traffic intrinsic.
SL-100
Stored Logic 100 switch
SNMP
See Simple Network Management Protocol.
source site
The site from which an incoming network call originates. See also destination
site.

standby
In skillset assignments, a property that grants an agent membership in a skillset,
but makes the agent inactive for that skillset.
standby server
A server that contains an up-to-date version of the database, for use when the
active server becomes unavailable.
SU
See Service Update.
supervisor
A user who manages a group of agents. See also associated supervisor and
reporting supervisor.
supplementary ACD-DN
A DN associated with a primary DN. Any calls to the supplementary DN are
automatically routed to the primary DN. A supplementary DN can be a toll-free
(1-800) number.
SUS
See Service Update Supplementary.
switch
See telephony switch.
switch resource
A device configured on the switch. For example, a CDN is configured on the
switch and then used as a resource with Contact Center Manager Server. See
also acquired resource.
system-defined scripts
The Master_Script and the Network_Script (if NSBR is enabled). Users can
customize or deactivate these scripts, but they cannot delete them. These scripts
are the first scripts executed for every local or network call arriving at the
contact center.

T TAPI
See Telephony Application Program Interface.
target site
See destination site.
TCP/IP
See Transmission Control Protocol/Internet Protocol.
TDM
See Time-Division Multiplex.
telephony
The science of translating sound into electrical signals, transmitting them, and
then converting them back to sound. The term is used frequently to refer to
computer hardware and software that perform functions traditionally performed
by telephone equipment.
telephony switch
The hardware that processes calls and routes them to their destination.
Telephony Application Program Interface

An interface between the switch and an application that allows the application to
control the telephone on a user’s desktop.
threshold
A value for a statistic at which system handling of the statistic changes.
threshold class
A set of options that specifies how statistics are treated in reports and real-time
displays. See also display threshold, pegging threshold.
Time-Division Multiplex
A method of transmission in which a signal is separated into multiple segments
at the transmission source, and then reassembled at the receiving end.

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
Token Ring
A PC network protocol developed by IBM. A Token Ring network is a type of
computer network in which all the computers are arranged schematically in a
circle.
traffic intrinsic
An intrinsic that inserts information about system-level traffic in a script. See
also call intrinsic, intrinsic, skillset intrinsic, time intrinsic.
transition mode
A skillset state in which the server presents already queued calls to a skillset.
New calls queued to the skillset are given out-of-service treatment. See also
night mode, out-of-service mode.
Transmission Control Protocol/Internet Protocol

The communication protocol used to connect devices on the Internet. TCP/IP is
the standard protocol for transmitting data over networks.
treatment
See call treatment.
trunk
A communications link between a PBX and the public central office, or between
PBXs. Various trunk types provide services such as Direct Inward Dialing (DID
trunks), ISDN, and Central Office connectivity.
U user-created script
A script created by an authorized user on the Contact Center Manager system.
Primary and secondary scripts are user created scripts.
user-defined script
A script modified by an authorized user on the Contact Center Manager system.

utility
A program that performs a specific task, usually related to managing system
resources. Operating systems contain a number of utilities for managing disk
drives, printers, and other devices.
V validation
The process of checking a script to ensure that all the syntax and semantics are
correct. A script must be validated before it can be activated.
variable
A placeholder for values calculated within a script, such as CLID. Variables are
defined in the Script Variable Properties sheet and can be used in multiple
scripts to determine treatment and routing of calls entering Contact Center
Manager Server. See also call variable, global variable.
Virtual Private Network

A private network configured within a public network to take advantage of the
economies of scale and management facilities of large networks.
Voice Extensible Markup Language

Allows a user to interact with the Internet through voice-recognition technology.
Voice over IP
Voice traffic transmitted in digital format using the IP protocol.
voice port
A connection from a telephony port on the switch to a port on the IVR system.
VPN
See Virtual Private Network.
VXML
See Voice Extensible Markup Language.
W WAN
See wide area network.

Web-on-hold
A set of URLs that a customer sees after requesting a text chat session, and
before the agent connects to the Web Communications contact.
wide area network

A computer network that spans a relatively large geographical area. Typically, a
WAN consists of two or more local area networks (LANs). The largest WAN in
existence is the Internet.
workload scenarios
Sets of configuration values defined for typical patterns of system operations.
Five typical workload scenarios (entry, small, medium, large, and upper end) are
used in the Capacity Assessment Tool for capacity analysis for Contact Center
Manager.


Index
A on ACD-DN calls 160

on DN calls 160
abandoned on NACD-DN calls 160
calls 163, 166 on network skillset calls 159
outbound network calls 164 on other skillset call 160
Abnd field 163, 166 on skillset call 159
access classes, adding 52 waiting 159
access rights 12 Agts Waiting field 159
ACD-DN Call field 160 Ansd field 163, 166
Acquired? box 123, 125 answer delay
Add Site dialog box 61 average 163
adding network calls 164
access classes 52 answered calls 163, 166
desktop users 52 outbound network 164
network commands to scripts 54 Application field 162
routing table assignments 102 arrived calls 163
sites at the NCC 52, 77 Arrived field 163
sites to routing tables 100, 106 assigning agents to network skillsets 53, 94
sites to the communications database with assignments, routing table. See routing table
Nbconfig 61 assignments
table routing assignments 53 average answer delay 163, 167
address settings, resetting 173 network calls 164
Address Table property page 63 average speed of answer routing 34, 92
administering and agent reserve timer 139
NCC 69 example 41
servers 119 Avg Ans Dly field 163, 167
agent order preference, configuring 143
agent priority
and average speed of answer routing 34
and longest idle agent routing 34
B
agent reservations before importing filters 65
are canceled before calls are presented 179
method for selecting agents 92
Agent Reserve Timer box 139 C
and Nodal Request Wait Timer 140
agent wait time 167 call processing, priority of 30
agents Call Request Queue Size box 47, 141, 147
assigning to network skillsets 94 Call Type box 123, 125
calls answered by 163 call-by-call
in service 159 reports. See network call-by-call reports
methods for choosing 92 statistics. See network call-by-call statistics
Not Ready 159 calls

Index Standard 7.03
abandoned 163, 166 network call-by-call statistics 30

abandoned outbound network 164 network historical statistics 53
ACD-DN, agents on 160 Communication Status box 148
answered 163, 166 communications database
answered, outbound network 164 configuring at the NCC 56, 60
arrived 163 verifying at each server 57, 63
DN, agents on 160 configuration information
for network skillset not routed out 175 propagating to sites 30, 72
NACD-DN, agents on 160 synchronizing manually 84
network skillset, agents on 159 use of, by sites 73
network, answer delay 164 configuration reports 31
offered 166 configuring
queuing 33 agent order preference 143
requesting routing 163 communications database 56, 60
routed out 163 multiple network CDNs 121
routing 35 network CDNs on the server 16, 53, 120, 121
skillset, agents on 159 network CDNs on the switch 51, 122, 126
waiting 162, 166 network communication parameters 53, 129
waiting, outbound network 163 network historical statistics
calls, other skillset collection 113, 116
agents on 160 network script 54
cancellation of agent reservations before calls network skillsets on the
are presented 179 server 16, 53, 120, 141
CDNs, network NSBR 29, 51
advantage of multiple 121 routing tables 53
configuring on the server 16, 53, 120, 121 connection to NCC, verifying 172
configuring on the switch 51, 122, 126 Consolidated Agent Position Status Count 158
example with multiple 122 consolidated real-time displays, network 153
changing consolidated reports. See network consolidated
relative time 81 reports, reports
routing table assignments 106 Consolidated Skillset Display 165
to daylight saving time 80 converting
choosing local skillsets to network skillsets 33, 88
agents, methods for 92 network skillsets to local skillsets 89
destination sites 34 creating. See adding
CLAN 31 Customer LAN. See CLAN
IP addresses 60
propagating NSBR configuration information
over 30
CLAN IP Address box 62
D
Classic Client Date and Time settings, Windows 74
migrating filters from 65 daylight saving time, changing to 80
client PCs 27 defining. See adding
providing site information to, for generation delay, average answer 163
of reports 73 deleting
collecting network skillsets 89

December 2007 Index
network skillsets at the NCC 96 filtering 45

routing table assignments 112 network skillsets 146
sites from routing tables 100, 107 of remote sites, troubleshooting 175
sites from the network 82 sites 145
desktop users, adding 52 stopping for network skillsets 151
destination sites stopping for remote sites 151
choosing 34 filters 155, 156
dialable DN 129, 138 and partitions 65
disk space importing utility 66
and troubleshooting problems with network limitations when importing 66
call-by-call statistics 177 migrating from Classic Client to Symposium
distributing Web Client 65
network skillsets 88 preparing to import 65
NSBR configuration information to first back routing 34, 92
sites 30, 72 example 37
distribution of network skillsets fails, Flags column 63
troubleshooting 174 Flow Control Threshold box 47, 141, 147
DN Call field 160 Force Synchronization check box 61
DN, dialable 129
documents in Contact Center 21
G
E GMT, time zone relative to, in network call-by-
call reports 75
ELAN 27, 31
Embedded LAN. See ELAN
example
average speed of answer routing 41
H
first back routing 37 historical statistics collection. See network
longest idle agent routing 39 historical statistics collection
longest idle agent routing with different agent
priorities 42
longest idle agent routing with no available I
agents 43
manually stopping filtering for remote sites idle time 167
and network skillsets 150 preference, configuring 143
network skillset filtering 147 In Srv field 159
site filtering 146 Include Local Node box 142
using multiple network CDNs 122 incoming network calls
number answered 167
number offered 167
F wait time 167
installing
features, optional 13 NCC 52, 55, 56
filter status for remote sites and network NSBR 56
skillsets 147 Symposium Call Center Server 52
Filter Timer box 45, 89 interaction between NCC and sites 70

Index Standard 7.03
IP addresses, CLAN 60 starting 60

nbconfig utility 56
NCC 29
K adding network skillsets at 94
adding sites at 77
Keep Network Call-by-Call data for box 116 administering 69
and communication between sites 29
deleting network skillsets at 96
L fails to receive network call-by-call statistics,
troubleshooting 177
limitations impact of changes on sites 70
for importing filters 66 installing 52, 55, 56
local skillsets managing sites at 71
converting network skillsets to 89 upgrading 58
converting to network skillsets 33, 88 verifying the connection to 172
Long Wait Last Call field 167 network
longest idle agent routing 34, 92 commands, adding to scripts 54
and agent order preference 141 deleting sites from 82
and agent reserve timer 139 using multiple CDNs 121
example 39 Network ACD. See NACD
example with different agent priorities 42 Network call rate box 117
example with no available agents 43 network call-by-call reports 31
time zone conversion in 74
network call-by-call statistics 30, 114
M troubleshooting collection problems 177
network calls, answer delay 164
managing network skillsets 87
manually network CDNs
stopping filtering for network skillsets 151 advantage of multiple 121
configuring on the server 16, 53, 120, 121
stopping filtering for remote sites 151
configuring on the switch 51, 122, 126
Max Wait Time field 169
example with multiple 122
maximum
queue size 47 Network Communication Parameters
window 138, 147, 151
Meridian 1 switch 28
network communication parameters,
migrating filters 65
configuring 53, 129
monitoring network performance 153
network consolidated real-time displays 153
moving sites in routing tables 101, 108
network consolidated reports 31
time zone conversion in 76
Network Control Center. See NCC
N network historical statistics collection 53, 114
NACD 32, 51 configuring 113, 116
NACD-DN Call field 160 network script, configuring 54
Name box 123, 124 Network Sites box 109
Nbconfig utility 63, 77 Network Skill-Based Routing. See NSBR
adding sites to the communications database Network Skillset box 148
with 61 network skillset calls, agents on 159

December 2007 Index
Network Skillset Name box 95 Ntwk Out Ansd field 164

network skillsets 33, 52, 88 Ntwk Out Req field 163
adding 52 Ntwk Out Rou field 163
adding at the NCC 94 Ntwk Out Wait field 163
assigning agents to 53, 94 Ntwk SklSet Call field 159
configuring on the server 16, 53, 120, 141 Number box 123, 124
converting local skillsets to 88 Number of Retries box 45, 139
converting to local skillsets 89
deleting 89
deleting at the NCC 96
filter status for remote sites 147
O
filtering 146 Offer field 166
in scripts 93 offered calls 166
managing 87 optional features 13
maximum queue size 47 Other SklSet Call field 160
propagation 88 out-of-service skillsets 48
resynchronizing 89
routing table 89
stopping filtering for 151 P
troubleshooting 174
upgrading 64 partitions and filters 65
network summary 154 performance, monitoring network 153
Network_Script 48 ping command 173
Networking Historical Statistics window 116 priority
networking method 92 and average speed of answer routing 34
Networking Method box 95 and longest idle agent routing 34
night mode 48 call processing and propagation of NSBR
ninoam_promote utility 64 configuration information 30
Nodal Request Wait Timer box 139 propagating
and Agent Reserve Timer 140 network skillsets 88
Not Rdy field 159 NSBR configuration information to
Not Ready agents 159 sites 30, 72
NSBR propagation of network skillsets failure,
configuration information, troubleshooting 174
propagating 30, 72
configuration information, synchronizing
manually 84 Q
configuration information, use of by sites 73 queue size, maximum 47
configuring 29, 51
Queue To Network Skillset command 33, 94, 96
installing 56
Queue To Skillset command 37, 94
upgrading 57
Queued intrinsic 48
Ntwk Avg Ans Dly field 164 queuing calls 33
Ntwk In Ansd field 167
Ntwk In Offer field 167
Ntwk In Wait field 167
Ntwk Out Abnd field 164

Index Standard 7.03
R S
real-time displays, network consolidated 153 scheduling routing table assignments 104, 109
related documents 21 scripts
relative time, changing 81 adding network commands to 54
Relative to GMT box 80 using network skillsets in 93
remote sites selecting
filter status 147 agents, methods 92
stopping filtering for 151 destination sites 34
reports sequential routing table 91
NCC 31 servers 28
providing site information to client PCs for adding to the communications database with
generation of 73 Nbconfig 61
troubleshooting incorrect times on 178 administering 119
See also network call-by-call reports, network communication between 29
consolidated reports configuring network CDNs
Required box 117 on 16, 53, 120, 121, 124
reserving agents, methods 92 configuring network skillsets
reset assignments 105 on 16, 53, 120, 141
resetting all site and address settings 173 impact of NCC changes on 70
resynchronizing network skillsets 89 upgrading 58
retries 45 use of configuration information by 73
Retry Timer box 45, 139 validating 30, 72
round robin routing table 91 verifying communications database at 57, 63
routed calls 163 service level 163, 167
routers 32 service, agents in 159
routing 35 setting up NSBR 51
average speed of answer 34 Site field 159, 162, 166
first back 34 Site Filter box 148
longest idle agent 34 site summary 154
method 91, 95 Site Table property page 61, 83
problems, troubleshooting 172, 175, 179 sites 27, 72
routing table assignments adding at the NCC 52, 77
adding 53, 102 adding to routing tables 100
changing 106 adding to the communications database with
deleting 112 Nbconfig 61
scheduling 104, 109 communication between 29
routing tables 89 deleting from routing tables 100
adding sites to 100, 106 deleting from the network 82
configuring 53 filtering 145
deleting sites from 100, 107 impact of NCC changes on 70
moving sites in 101, 108 managing at NCC 71
types 91 moving in routing tables 101
routing, calls requesting 163 not routing or receiving calls
RptSets utility 66 troubleshooting 172
RptSets.mdb file 66, 67 propagating NSBR configuration information

December 2007 Index
to 30, 72 relative to GMT, in network call-by-call

propagation of network skillsets to 88 reports 75
resetting 173 synchronization, troubleshooting problems
synchronizing 72 with 178
synchronizing manually 84 time, changing to daylight saving 80
use of configuration information by 73 tracert command 173
size, maximum queue 47 transition mode 48
skillset calls troubleshooting 171
agents on 159 call routing 179
agents on network 159 incorrect report times 178
agents on other 160 network call-by-call statistic collection 177
Skillset field 159, 166 network skillsets 174
Skillset Filter box 149 site not routing or receiving calls 172
Skillset Properties window 141 types of routing tables 91
skillsets, out-of-service 48
SklSet Call field 159
special characters and filter import utility 66
Srv Lvl % field 163, 167
U
starting Nbconfig utility 60 upgrading
statistics. See network call-by-call statistics, NCC 58
network historical statistics collection network skillsets 64
stopping NSBR 57
filtering for network skillsets 151 servers 58
filtering for remote sites 151
summary
network 154 V
site 154
switch 28 validating servers 30, 72
configuring network CDNs on 51, 122, 126 verifying
Symposium Call Center Server, installing 52 communications database at each
Symposium Web Client server 57, 63
migrating filters to 65 the connection to the NCC 172
synchronizing sites 72, 84 virtual call center 93
and Target Node Count 91
T W
table routing assignments. See routing table
assignments Wait field 162, 166
table, routing. See routing table wait time for incoming network calls 167
Time and Date settings, Windows 74 waiting agents 159
time zone waiting calls 162, 166
change, restarting Symposium Call Center outbound network 163
Server after 74 WAN 32
conversion, in consolidated reports 76 Wide Area Network 32
conversion, in network call-by-call reports 74 Windows Date and Time settings 74

Index Standard 7.03

Reader Response Form
Contact Center Manager
Product release 6.0
Tell us about yourself:

Name:
Company:
Address:
Occupation: Phone:
1. What is your level of experience with this product?

New user Intermediate Experienced Programmer
2. How do you use this book?
Learning Procedural Reference Problem solving
3. Did this book meet your needs?
Yes No
If you answered No to this question, please answer the following questions.
4. What chapters, sections, or procedures did you find hard to understand?
_______________________________________________________________________________
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5. What information (if any) was missing from this book?
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Please return your comments by fax to 353-91-756050, or mail your comments to
Contact Center Documentation Research and Development Prime, Nortel, Mervue Business Park, Gal-
way, Ireland.
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orrmm
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e rr R
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a d e
RReead
Nortel Networks
Mervue Business Park
Galway, Ireland
Copyright © 2007 Nortel Networks. All Rights Reserved.
Information is subject to change without notice. Nortel Networks reserves the right to make changes
in design or components as progress in engineering and manufacturing may warrant.
The process of transmitting data and call messaging between the Meridian 1 and Contact Center
Manager is proprietary to Nortel Networks. Any other use of the data and the transmission process
is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to
such use. Violations of the license by alternative usage of any portion of this process or the related
hardware constitutes grounds for an immediate termination of the license and Nortel Networks
reserves the right to seek all allowable remedies for such breach.
Publication number: 297-2183-932

Product release: 6.0
Document release: Standard 7.03
Date: December 2007
To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback.

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297-2183-932

Nortel Contact Center Manager

Product release 6.0 Standard 7.03 December 2007

Publication number: 297-2183-932

Copyright © 2007 Nortel Networks. All Rights Reserved.

3 NCC configuration overview 49

4 Install Network Skill-Based Routing 55

Network Control Center Administrator’s Guide v

To change to daylight saving time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

6 Administering servers 119

7 Monitoring network performance 153

vi Contact Center Manager

Network Control Center Administrator’s Guide vii

viii Contact Center Manager

Network Control Center Administrator’s Guide 9

New in this release

CTI Call Attached Data networking

10 Contact Center Manager

Routing Table Assignments

Network Control Center Administrator’s Guide 11

The Nortel Contact Center Manager Network Control Center Administrator’s

Who should read this guide

Types of experience or knowledge that can be useful include:

12 Contact Center Manager

Network Control Center Administrator’s Guide 13

About the Network Control Center and

Network Control Center

Network Skill-Based Routing

14 Contact Center Manager

In Release 6.0, Contact Center Manager supports networking between different

With Universal Networking, it also possible to network two or more

To facilitate networking between these different telephony switch types, Contact

CTI Call Attached Data networking

Network Control Center Administrator’s Guide 15

CTI applications can modify the call-attached data.

Network Control Center maintenance

Administration of the servers

16 Contact Center Manager

For more information about Universal Networking, see “Universal Networking”

Network performance monitoring

Network Control Center Administrator’s Guide 17

How to use this guide

This guide includes procedures for:

For more information about See

Installing Network Skill-Based “Install Network Skill-Based Routing”

Managing sites “Site management” on page 71

Managing network skillsets Section B: “Network skillset

Managing routing tables and Section C: “Routing tables and routing

Configuring historical statistics Section D: “Historical statistics

Administering servers “Administering servers” on page 119

Troubleshooting “Troubleshooting” on page 171

18 Contact Center Manager

Skills you need

This section describes the skills, experience, and knowledge recommended to

Nortel product knowledge

CallPilot is available for deployment on the CS 1000/Meridian 1 and CS 2x00/

Network Control Center Administrator’s Guide 19

 Windows Server 2003 Enterprise Edition

Other experience or knowledge

20 Contact Center Manager

For information about See the NTP number

Planning and Nortel Contact Center Planning and 297-2183-934

The Contact Center Contact Center What’s New in 297-2183-903

Network Call Center Administrator's Guide

Network Call Center Administrator's Guide

Windows Server 2003 Enterprise Edition