HOWTO: Configuring an Inter-Tel Network ACD environment in...

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HOWTO: Configuring an Inter-Tel Network ACD environment in YourSite Explorer


Article ID: 51978 - Last Review: , 2013

Description: This is the recommended YSE configuration to collect call data from an Inter-Tel Network ACD environment.

1. Navigate to Start => All Programs => Mitel =>YourSite Explorer
2. In YSE, from the navigation pane, select YourSite => Enterprise => Media Servers.
 

3. In the Media Servers screen, click Add to add the Parent or Master PBX from the Network ACD environment.


4. In the Media Server – Add drop down menu, select Mitel 5000/Axxess.
 

5. Populate data in the following required Media Server configuration fields:

  • Name: Enter an application Media Server name.
  • Site: Select the default.
  • Computer name: Select the configured Windows server name.
  • Media Server type: Select Enterprise Node
  • IP/DNS address: Enter the configured CT Gateway IP Address.
  • This media server belongs to a gateway: Place a checkmark (option selected)
  • Gateway ID: Enter the configured CT Gateway ID number.

 

6. Click Save All.
 

7. From the YSE toolbar select Telephone system and select the following options to perform a manual telephone system synchronization.

  • Use telephone system device names = selected
  • Default employee license = The licensing level you wish new employees to be created with.

8. Click Run.


9. In the Synchronization screen, select the media servers to be included in the synchronization. For the type of sync to perform, select Full synchronization.  Then click Synchronize.
 

10. You will see the Synchronization Initializing process….

 

11. After the Synchronization process is completed, select the Commit option.
 

12. The Synchronization Committing process takes a few moments…
 

13. You must close the synchronization report tab before you are allowed to run another synchronization.
 

14. In the YourSite => Media Servers screen, click Add to add the second or child Inter-Tel 5000 PBX from the Network ACD environment.
15. In the Media Server – Add drop down menu, select Mitel 5000/Axxess.
16. Populate data in the following required Media Server configuration fields:

  • Name: Enter an application Media Server name.
  • Site: Select the default.
  • Computer name: Select the configured Windows server name.
  • Media Server type: Select Enterprise Node
  • IP/DNS address: Enter the configured CT Gateway IP Address.
  • This media server belongs to a gateway: Place a checkmark (option selected)
  • Gateway ID: Enter the configured CT Gateway ID number.

17. Click Save All.
18. From the Synchronization =>Telephone system screen, click Run.
19. In the Synchronization screen, select the new media server for this synchronization. Select the Full synchronization type. Click Next.
20. In Synchronization screen, select the Auto commit option. Click Synchronize.
21. After performing a Synchronization for all the Inter-Tel 5000 PBX included/configured in the Network ACD environment, we need to delete the duplicate Remote Agent ID’s. From the YSE navigation pane select Devices\Agents.
 

22. In the Agents screen, click the Reporting Number column to arrange all the Agent ID numbers in ascending order.
 

23. In the Agents screen, delete all the duplicate Remote Agent ID’s that were included after synching the second or child PBX.
Note: If duplicate Agent ID’s are left behind or not deleted, the CCC real-time monitors will load in a confused state with Questions marks.
24. The final step is to configure the Nightly Maintenance Exclusion List in YSE. Go to YourSite =>Media Servers and select  => Telephone system. Click Run to start a Manual Synchronization.
25. In the Synchronization screen, select all the media servers and a Full synchronization. Click Next.
 

26. In the Synchronization screen, expand the secondary or Child PBX by clicking the sign beside it.  Uncheck all the duplicate Agent IDs that we removed from YSE above. Select Auto commit. Click Save settings.  This will exclude those duplicate Agent IDs from being brought down again during a nightly telephone system synchronization.
 

APPLIES TO

CCM 5.8 and 6.0 

Keywords: inter-tel intertel 5000 axxess configuration exclusion list



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Details
Last Modified:Friday, July 12, 2013
Last Modified By: amontpetit
Type: HOWTO
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