Nortel CC MIS Instruction Manual

Call Center Management Information System

Release Notes

Release 6.0.1 Standard 2.0 May 2007

297-2671-211

Call Center Management Information System

Release Notes

Publication number: 297-2671-211

Product release: 6.0.1

Document release: Standard 2.0

Date: May 2007

The information in this document is subject to change without notice. The statements,

configurations, technical data, and recommendations in this document are believed to be

accurate and reliable, but are presented without express or implied warranty. Users must

take full responsibility for their applications of any products specified in this document. The

information in this document is proprietary to Nortel Networks.

Trademarks

*Nortel Networks, the Nortel Networks logo, the Globemark, ACD, DMS, and Meridian Call

Center MIS are trademarks of Nortel Networks.

*Microsoft, MS, MS-DOS, Windows, Windows NT, Windows 95, Windows 98,

Windows 2000, Windows XP, and Microsoft Exchange are registered trademarks of

Microsoft Corporation.

Red Hat Enterprise Linux is a trademark of Red Hat Inc.

Adobe and Acrobat are registered trademarks of Adobe Systems Incorporated.

All other trademarks and registered trademarks are the property of their respective owners.

The process of transmitting data and call messaging between the Call Center Management

Information System server and the switch or the system 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.

European Regulatory Compliance and CE Marking

The equipment is CE marked, identifying compliance with the relevant EU Directives, 89/

336/EEC for ElectroMagnetic Compatibility and 73/23/EEC for Safety.

This product is intended for deployment in a light industrial, non-domestic environment and

complies with the relevant EMC standards, EN55022 (class A) and EN50082-1. Since this is

class A equipment, in a domestic environment this equipment may cause radio interference

in which case the user may be required to take adequate measures.

Release Notes v

Revision history

May 2007 Standard 2.0 issued for CC MIS Release 6.0.1.

June 2005 Standard 1.0 issued for CC MIS Release 6.0.

January 2003 Standard version issued for CC MIS Release 5.2.2.

October 2002 Standard version issued for CC MIS Release 5.2.1.

Revision history Standard 2.0

vi Call Center Management Information System

Release Notes vii

Contents

1How to get help 9

2About this document 11

3Introduction 15

Type of release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

CC MIS Software CD-ROM. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Optional CC MIS features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

4Software release history 19

Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Release 3.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Release 3.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Release 3.2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Release 3.3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Release 4.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Release 4.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Release 5.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Release 5.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Release 5.2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Release 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

5Installation overview 61

Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Installation of the CC MIS server software . . . . . . . . . . . . . . . . . . . . . . . . 63

Installation of the CC MIS client software . . . . . . . . . . . . . . . . . . . . . . . . . 66

6Fixes 69

Fixes in Software Release 6.0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Fixes in Software Release 6.0.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Contents Standard 2.0

viii Call Center Management Information System

7Known problems 81

CC MIS problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

ACD MIS datastream problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Third-party interaction problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Release Notes 9

Chapter 1

How to get help

This section explains how to get help for Nortel products and services.

Getting help from the Nortel Web site

The best way to get technical support for Nortel products is from the

Nortel Technical Support Web site:

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 Technical 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 you 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).

How to get help Standard 2.0

10 Call Center Management Information System

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, contact the technical support staff for

that distributor or reseller.

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