comparisons 6110, nortel 3

[tellyteck1]

Hi, I am trying to set up a new 6110 and will be linking it with the symposium. I am having a hardtime with the language difference. Please can someone tell me what compares to a skillset? I am a bit confused as to what on the 6110 is agent group and queue. what does the 6110 use for ACD? Any help is appreciated. Thank you in advance AJK

 

[cwc3]

are you taking about the contact software?
are you asking were the server gets it information from?

 

[tellyteck1]

Thank you for your reply cwc3. We are planning to use remote agents on the mitel for overflow from the symposium. The problem is that the terms are very different. Currently there is nothing on the 6110 and we have to configure from the ground up. I need help with where to configure the acd, what is the equivalent of a skillset (think it is a queue). What is a group id and why is it needed. Thank you for your help.AJK

 

[cwc3]

not sure what symposium is it an nortel product
the 6110 gets its realtime info from a 1103 data set
that has been set to spit out realtime acd statisics and I guess there is also a multi site version of the 6110
that gets its info off the lan. I purchased the software
for a resort but have yet to play with it.

 

[tellyteck1]

Hi there cwc3. Thanks for writing. Yes the symposium is a Nortel product. Thank you for trying to help.AJK

 

[mitelman]

An agent group is the group of agents that the incoming call can be presented to. A queue is also referered to as the path. The route that an incoming call takes and is queued up against an agent group.

The group id is a reporting number that is sent out to the printer, in the case the 6110. This allows you to assign names to paths, group and agents in a 3rd party app. as the mitel does not send out the names when it is printing.
The best place to get help on configuring the acd is from the pbx docs. once that is set up programming the 6110 becomes a bit more straight forward. When you get to the 6110 stage remeber to assign the individual agents to groups and groups to the paths. otherwise your realtime info won't report properly.

 

[tellyteck1]

Hi Mitelman. Okay, I got that all config'ed. Sorry to ask so many questions but I am kinda alone on the integration. I have to send overflow traffic out of an acd from the symposium to the mitel. I suppose I config the acd from the symposium to the mitel as a DNIS. Do you agree with that? Thank you for your help. I appreciate it. AJK

 

[srmega41]

Telly,

Keep in mind once the call goes to the Mitel, you no longer have control, nor do you have any way to report on the call (it will also log a new call in the event the call has to be transferred back into the Nortel). You may know this, but I have seen many a call center supervisors want this information. Symposium uses the ACD capabilities of the Nortel box to gather all the call detail information, like talk time, etc. Once the call goes off, these report data items are no longer available within Symposium.

Again, you may already know this, but I did not want to see it dropped. Call Centers hate that type of thing (at least in my experience).

Hope this helps,

Scott M.

 

[tellyteck1]

Cool, thanks srmega41; appreciate your help and input. AJK

 

[cwc3]

sr do you have a lot of the icp's out there?

 

[mitelman]

tellyteck

It would be best if you can send the call out of symposium to the mitel using dnis of some sort as this would allow you to route to different paths if needed. What kind of link is between the 2 systems?

 

[tellyteck1]

Hi Mitelman, thank you for your help. I can route it out a dnis. I am not sure though how to associate a queue (skillset) on the mitel to the dnis. There is a pri between the two. I am having a very hard time especially getting the 6110 reporting. Thank you for your help.AJK

 

[srmega41]

I do not, but I have a lot of Nortels. We are in the process of looking at Cisco and Mitel to replace the Nortel systems, and I have 3 3300's in place today for testing. We are connecting them to the Nortel using Q.SIG for interoperability.

Fun stuff.

Scott M.

 

[tellyteck1]

Make sure on the mitel 3300 to configure enbloc = true. Thanks for your help AJK

 

[cwc3]

sounds like fun I mainly do panasonic up to the 200 but maintainan lot of the old mitel and the best I have out there in mitel is the el but would love to play with the icp
what do you think of the 3300 icp so far? do you program it
with a terminal or is there a gui?

 

[tellyteck1]

hi there, I come from a nortel background so its quite different although much more user friendly (if I could only get things going. There are alot of features to tap into. Yes, we program the 3300. Right now I am having problems getting the reporting going on the 6110. Thanks for the email cwc3.AJK

 

[srmega41]

cwc3,

Considering it took two days to get 3 Q.SIG paths between the 3 ICP's and 3 Nortel PBX's working, things could be better. I was able to do my PRI config in about 20 minutes per site, so I was not impressed. Too many forms that I have a hard time folling the relationship.

I am sure if I went to some formal training it would be more clear, but not so much so far.

Scott M.

 

[tellyteck1]

Yes, the mitel and nortel were never made to integrate. I just finished working over 30 hours. Things are finally working. Dont believe the salesman with the "seamless integration bs." Mitel certainly requires alot less commands than the Nortel and is great as an individual product but to mix them..................? AJK

ps. srmega41 i dont know alot but i could send you some basic commands for the mitel that would help. AJK

 

[mitelman]

tellyteck1,
If you are sending out digits to the mitel you can either make the path access code the same as the dnis, or you can create a system speed dial which in turn dials your acd path. Also if necessary you can use your trunk service assignment form to manipulate the digits that you are sending to the mitel from the nortel.

 

[tellyteck1]

Thanks Mitelman!AJK