Cisco Systems SL-100 manual Configuring the DMS-100 ACD, Services, Skill Groups

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18 Unified ICM Configuration

2.1. Configuring the DMS-100 ACD

To best understand the configuration of the DMS-100 ACD, begin with the DMS-100 documentation shipped with your switch. The information provided here is meant to supplement and not to replace the Nortel DMS-

100 documentation.

2.1.1.Configuring the Peripheral

The “Configure a PG” option in Configure ICM automatically creates a peripheral object with the appropriate defaults for a DMS-100 peripheral. If desired, these values can be modified through the peripheral screen in Configure ICM.

The “Available Holdoff Delay” setting will be used by all Skill Groups for this peripheral that do not explicitly specify a value for the “Available Holdoff Delay” at the Skill Group level.

2.1.2.Configuring the Peripheral Targets

A peripheral target should be configured for each combination of Network Trunk Group and DNIS that can receive ACD calls. Peripheral targets must also be configured for translation routing

2.1.3.Attributing Calls to Unified ICM Routes

For route statistics, the PG attributes calls to the routes by looking for a peripheral target that matches the Trunk Group and DNIS for the call and using the route associated with that peripheral target. If no matching peripheral target is found, then the call is attributed to the default route for the peripheral (if one is configured).

2.2.Services

See the Services section X2.12.5X, for specifics about when to configure the Unified ICM services.

2.3. Skill Groups

See the Skill Groups section X2.12.7X, for a discussion of when to configure Unified ICM Skill Groups.

The “Available Holdoff Delay” should be set to the value of the Variable WrapUp for this ACD DN. This value is left as “Use Peripheral Default,” then the default value configured for this peripheral will be used.

The DMS-100 switch does not strictly associate call WrapUp time with individual calls. The DMS-100 tracks the total time spent by an Agent in the NotReady state. The Average Work Time is calculated as (ACD TalkTime + NotReady Time) / Calls Answered.

The Agent can enter the NotReady state at any time and begin accumulating NotReady Time.

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Contents Cisco Unified ICM ACD Supplement for Nortel DMS-100/SL-100 Cisco Unified ICM ACD Supplement for Nortel DMS-100/SL-100 Contents Iv Contents Index Index-1Contents TablesPage Organization PurposeAudience ViiTypographic Conventions Other PublicationsViii Preface Preface Preface Overview DMS100 PG with CompuCALL Link OverviewCCM Matrix1 CCM Matrix SupportDMS100 PG with CompuCALL Link CCM Matrix2CompuCALL Interface Requirements and Limitations CompuCALL Interface LimitationsNortel DMS100 Switch Limitations Nortel DMS100 Switch LimitationsPage Unified ICM Configuration Configuring the DMS-100 ACD ServicesSkill Groups Labels Configuring the AgentsDialed Numbers LabelsCompuCALL Session Parameters PG CompuCALL Session ConfigurationDMS-100 PG Label Format Label Format Example MeaningPeripheral Monitor Configuration of ACD Positions PG CompuCALL X.25 Link ConfigurationPeripheral Monitor Configuration of ACD Positions CompuCALL Link ParametersUnified ICM Configuration Peripheral Monitor Configuration Window Extension Formats Extension Example Meaning FormatCompuCALL Server CompuCALL ServerTransferring Calls to Non-monitored Devices Param String FormatsSimple Case CompuCALL Session Simple CaseComplex Cases CompuCALL Session Complex Case Setup Details CompuCALL Server Setup OptionsOption Option Description Value Default Name Min Max Unified ICM Configuration ACD Link Setup ACD Link Setup Options Option Option DescriptionName Min Max Session Object Setup Session Object Setup Options Option Name Option Description Value Default Min MaxNot implemented Application X.25 Link Setup Application Link Setup Options Application Configuration Application Configuration Options Example of Walk-Away Codes Support for Walk-Away Reason CodesSupport for Walk-Away Reason Codes Walk-Away Codes DefinitionObject Mapping PeripheralPeripheral Targets and Routes Trunks ServicesTrunk Groups Object MappingDefault Peripheral Route Unified ICM to DMS-100 Service MappingUnified ICM DMS-100 Service Description Skill Groups Unified ICM to DMS-100 Skill Group MappingUnified ICM Skill DMS-100 Skill Group Description Unified ICM to DMS-100 Agent Mapping AgentDMS-100 Agent State to Cisco Agent State Mapping Unified ICM DMS-100 Agent DescriptionLabels Monitoring Agent Skill Group Assignment ChangeDialed Numbers Peripheral Monitor Table EntriesUnified ICM Configuration ACD Configuration Operation Interface DMS-100 CompuCALL Interface Specification Q218 ACD Configuration Operation InterfaceCompuCALL Bandwidth Requirements DMS-100 Switch Statistics Provided by Nortel DMS-100 CompuCALL Interface Specification Q218DMS-100 Switch Capacity Parameter Maximum Meaning ValueDMS-100 CompuCALL Message Size Message Type BytesDMS-100 Peripheral Gateway Capacity Post-Routing Eicon Card Configuration Eicon Card Configuration Details Eicon Card ConfigurationEicon Card Configuration Details NoneEcmodule Trace Hdlc /P Appendix a DMS100 Switch Datafill Example Appendix a DMS100 Switch Datafill Example Table ScaicomsTable Scaigrp Appendix a DMS100 Switch Datafill Example Table Scaiprof Table Acdgrp Index Index-1Index-2

SL-100, DMS-100 specifications

Cisco Systems DMS-100 and SL-100 are advanced digital media systems that play a crucial role in the telecommunications landscape. These platforms are designed primarily for the efficient delivery of voice and data services, making them integral components in the next-gen network architecture.

The DMS-100 is known for its robustness, serving as a digital central office switch. It supports the essential functions of voice service delivery, including call processing, routing, and signaling for local and long-distance calls. One of its standout features is its adaptability, allowing service providers to scale services based on demand. This scalability ensures that operators can efficiently manage large volumes of voice traffic without compromising on quality.

On the other hand, the SL-100 is distinguished by its flexibility and cost-effectiveness. It is a compact, modular platform that enables operators to offer a variety of services, including VoIP, multimedia communications, and more. The SL-100’s design caters to smaller service providers or those looking to extend their services without a massive infrastructure investment. Its modularity ensures that operators can add or change functionalities as the market evolves.

Both systems incorporate advanced technologies crucial for modern telecommunications. They leverage softswitch technology, which facilitates the transition from traditional circuit-switched networks to IP-based architectures. This shift allows for better resource utilization and reduced operational costs, as voice calls can be transmitted over existing data networks.

Moreover, both the DMS-100 and SL-100 support HD Voice and other enhancements that ensure crystal-clear voice quality. They employ various codecs and signaling protocols, including H.323 and SIP, ensuring compatibility with a wide range of devices and platforms. Additionally, both systems provide extensive monitoring and management capabilities, allowing service providers to analyze performance metrics and quickly troubleshoot issues.

In terms of security, Cisco has integrated several features that protect against unauthorized access and service disruptions. This focus on security is essential, particularly as networks become more interconnected and exposed to potential threats.

Overall, the Cisco DMS-100 and SL-100 embody pioneering technologies that meet the demanding needs of modern telecommunications. Their combination of scalability, flexibility, security, and advanced features makes them invaluable assets for service providers striving to deliver high-quality voice and data services in an ever-evolving digital landscape.
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