Cisco Systems DMS-100, SL-100 manual Unified ICM Configuration

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22 Unified ICM Configuration

PG is informed by the switch of all call and Agent events to that ACD Group. Furthermore, if the ACD Group has one or more Supplementary ACD-DNs associated with it, then all these Supplementary ACD DNs are automatically associated with the current session. If the DMS-100 PG specifies a Secondary DN to be associated with the current session, the DMS-100 PG is informed by the switch of all coordinated voice and data delivery events to that Centrex or Residential line.

You may specify the configured CompuCALL session number for a Primary ACD DN or Secondary DN in the Unified ICM peripheral monitor table. The configured CompuCALL session number indicates DV- DN-ASSOCIATE OPERATION for the Primary ACD DN, or Secondary DN in the “Extension” field will be performed by the CompuCALL session n. The assignment of the configured CompuCALL session number is optional. If you fail to specify session number n for a Primary ACD DN or Secondary DN, the DMS-100 PG will evenly distribute DNs over the configured the CompuCALL sessions

You can specify whether a Primary ACD DN is CDN in the peripheral monitor table. The DMS-100 PG uses this information to call DV-Set- CDN-State during the initialization procedure.

Since an Agent device can be assigned to two lines, ACD and Secondary lines, you need to provide the mapping relationship between the Secondary DN, agent DN, and Agent positionID CDN in the peripheral monitor table.

If an Agent device has only one ACD line, you need to mark the “Extension” field with a non-digital letter (e.g., &), and specify the address mapping relationship between the Agent DN and the Agent PositionID in the corresponding “Param String” field in the peripheral monitor table.

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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 ViiOther Publications Typographic ConventionsViii 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 Services Configuring the DMS-100 ACD Skill 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 CompuCALL Server Setup Options Setup DetailsOption Option Description Value Default Name Min Max Unified ICM Configuration ACD Link Setup Option Option Description ACD Link Setup OptionsName 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 DefinitionPeripheral Object MappingPeripheral Targets and Routes Trunks ServicesTrunk Groups Object MappingUnified ICM to DMS-100 Service Mapping Default Peripheral RouteUnified ICM DMS-100 Service Description Unified ICM to DMS-100 Skill Group Mapping Skill GroupsUnified 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 ACD Configuration Operation Interface DMS-100 CompuCALL Interface Specification Q218CompuCALL 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