What does Nortel say? 7

[np6179]

I'm trying to find some documentation about making changes to ACD sets on a CS1000E. I know you cant use ECHG but I have made changes to sets by prompting past the ECHG command and have never experienced any corruption. The site I'm working at now has asked that I provide some documentation supporting that way of making changes before making it an approved way of doing things. I'm unsure of where to begin looking for something like that and I was hoping someon on here might be able to help. It would definitely be most appreciated. Thanks in advance!

 

[bigindian65]

It is now in the NTP 5.0 book, in ld 11, 20, or anywhere set ACD is mentioned. It does say A ACD Set must not be changed, but out and rebuilt. In the past it said not to MOV ACD across groups or copy. It is do not change now.

Mato' Was'aka

 

[EddieDuece]

Out it and rebuild it. When rebuilding the new set, you can record it in ZOC or Procomm, make a script, and fly through the rest of the changes. You'll rest easier at night knowing that it was done the right way.

 

[StanleySteamer]

bigindian65 - can you give us a Nortel document number and page where it states that an ACD set cannot be changed?
I can't find anything in my 5.0 input/output guide.

Thanks

 

[GHTROUT]

I wasn't able to find anything related to "chg" either. In 5.0 or 5.5 Admin books.

As posted, and I've had this image on my site for a while - "mov" is addressed:

http://www.ghtrout.com/ghtrout/files/MOV_ACD.html

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[Avaya911PLM]

Don't have a document handy, but as far as I understand it the rules are (and the ones I follow):

1.) De-acquire
2.) Disable
3.) MOV
4.) Re-enable
5.) Re-acquire


--
Fletch

Nortel Emergency Services PLM

http://nortel.com/e911

Check out this month's E911 Talk podcast at Nortel E911 Talk Podcast

 

[bigindian65]

it is in the 5.0 NTP - I will post it Monday.

Mato' Was'aka

 

[GHTROUT]

I always have my NTPs:

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[bigindian65]

pocket protecter? Tire gauge? j/k!

Mato' Was'aka

 

[bigindian65]

Gee, I am wrong again. What a surprise. Just says MOV or copy.

Mato' Was'aka

 

[johnpoole]

i've seen techs get by with changes 100's of times.. i don't and never will.. you save maybe 3 minutes.. and one case of coruption can put the complete acd group out of service until you get into pdt and find the bad file..

i do know back in rls 15 and 16, we got word both from telco and nortel tech support, zero changes on acd sets.. i haven't heard from them on that subject for a while BUT i have driven 4 hours to get to a stockbroker that was out of service inbound due to a echg on his mermail acd set..

stockbrokers are not good customers, when the board is open and there msg says merry christmas, we're closed.. and it's july

john poole
bellsouth business
columbia,sc

 

[np6179]

I understand about not using ECHG for any type of ACD set. I am trying to find if Nortel has ever clarified whether you can make changes by prompting past ECHG (or answering NO to ECHG-same thing) if the set is an ACD set. It's also built in Contact Center as an agent but is de-acquired.

No ACD sets were harmed in the making of this question...



Nicholas Platt
AT&T Global Business Systems Southeast

 

[grumpyone60]

There are a lot of comments in this thread from some very experienced users that say out and re-build !!!!

Might be a good idea to listen to them. Why take a chance to save 3 minutes????

Just cause it is old, does not mean you need to throw it away.. experience can be a good thing,,,,

 

[np6179]

I was asked by my customer to try to find out if this is or isnt a Nortel approved practice and am trying to exhaust all resources before possibly going back to them and telling them they need to still out and rebuild. I felt like I wasnt being understood so I asked in a different way. Please dont imply that I have no respect for what people are telling me, grumpy. Thanks to all of you for your valued input. If any of you hears about a final answer from Nortel for this question please let me know.

Nicholas Platt
AT&T Global Business Systems Southeast

 

[GHTROUT]

Ya, we all know what you meant. Lots of us have had to go through this "provide some evidence" exercise - all really in the name of protecting the customer and ourselves while trying to make the system look easy to administer.

If I were to guess, I'd say well over 70% of the people that do what we do perform ECHG on ACD sets. Of those ECHGs, maybe 1% or less have problems - ever.

I have never seen a Nortel statement "do not perform changes on ACD". I have however seen many bulletins and Nortel internal documents that explain how to fix the corruption that often occurs when making changes.


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[yyrkroon]

see if you can get a hold of

Bulletin Number: P-2004-0345-Global-Rev2
Date: March 30th, 2005

this bulletin deals more with SCCS and modification to acquire set and its impact.

I'll see if i can dig up the bulletin number for acd changes, ...there was 1 written, many many moons ago.

 

[yyrkroon]

Bulletin Number: 2001-040 - NOTE: This bulletin has been superceeded many time since then.

Date: June 2001



Procedure for Modifying a Phone set that is acquired by
Symposium Call Center Server or Symposium Express Call
Center
This bulletin outlines the proper steps to follow when modifying a phone set that is
acquired by either Symposium Call Center Server or Symposium Express Call Center.

It is important that the steps outlined in this bulletin are followed closely, otherwise
improper operation of the Meridian 1, Symposium Call Center Server, or Express Call
Center may result.

The Steps are as follows:


STEP Where to find detailed information
1. Deacquire the phone set from
Symposium/Express Call Center

Note: It is recommended that the set is
logged out before deacquiring.
For Symposium Call Center Server refer to the
Symposium Call Center Server Administrator’s
Guide

For Symposium Express, refer to the Symposium
Express Call Center Call Center Management
Guide
2. Remove the phone set from the
Symposium/Express Call Center

For Symposium Call Center Server refer to the
Symposium Call Center Server Administrator’s
Guide

For Symposium Express, refer to the Symposium
Express Call Center Call Center Management
Guide
3. Remove the phone set from the Meridian 1

Note: Ensure that you “Out” the set. Simply
removing it from the ACD Queue can lead to
ACD corruption.
For both Symposium Call Center Server and
Symposium Express Call Center, refer to the
Software Input / Output X11 Administration Guide
(553-3001-311)
4. Rebuild the phone set on the
Meridian 1

For both Symposium Call Center Server and
Symposium Express Call Center, refer to the
Software Input / Output X11 Administration Guide
(553-3001-311)

 

[StanleySteamer]

np7169
The more recent bulletin that yyrkroon refers to (P-2004-0345-Global-Rev2) actually mentions using ECHG for acd sets:
"Agent Queue Changes (moving agents between queues)
A change in ACD queue causes the line (agent/supervisor TN) to become de-acquired in SCCS. If using ECHG to change agent positions between queues, the ACD key needs to be assigned a null value and then added with the new ACD queue in another change pass. The administrator should still de-acquire the set, make the change and re-acquire the set."

This would infer that Nortel supports ECHG on ACD sets.
I use it all the time without trouble but I do make sure the set is logged out and de-acquired.

 

[np6179]

That bulletin number was what I was looking for. Thanks again for all of your input, everyone!

Nicholas Platt
AT&T Global Business Systems Southeast

 

[np6179]

I've read over the bulletin and where it mentions this it is talking about moving agents between queues. Has this been addressed on a more global scale. I understand what it means about nulling key 0 and adding it back in on the next pass. Does that also correctly imply that, for example you make a change on another key, the hunt, and fdn info, if you make sure you've nulled the ACD key and then added it back again in a separate pass, no corruption will occur? That I guess is the million dollar question.

Nicholas Platt
AT&T Global Business Systems Southeast