Cisco Systems SL-100, DMS-100 manual CompuCALL Server, Transferring Calls to Non-monitored Devices

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CompuCALL Server

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The Type field should be set to “ACD DN.”

Several tags in the “Param String” field can be used to specify the CDN, CompuCALL session number, and the address mapping relationship between the Agent DN and the Agent positionID.

Table 7: Param String Formats

Param String

Example

Meaning

Format

 

 

<SN n>

<SN 1>

The configured CompuCALL

 

 

sessions n to be associated to the

 

 

Primary ACD DN, or Secondary

 

 

DN in the “Extension” field

 

 

 

<CDN>

<CDN>

Indicates the Primary ACD DN in

 

 

the “Extension” filed is a CDN

 

 

 

<DN dn> <ID

<DN 9136243686>

Indicates that an Agent device has

posID>

<ID 3686>

an ACD line with the Agent DN

 

 

dn, and the agent PositionID

 

 

posID.

 

 

 

2.9.1.Transferring Calls to Non-monitored Devices

If queued calls are transferred to a party that is not a CompuCALL monitored device, the DMS100 does not send a DV-CALL-OFFERED-U, DV-CALL-ANSWERED-U message to the system. Without this message from the DMS100, the PIM does not know when the consulted call got offered and answered.

Therefore, when the conference controller releases the call, the system also thinks that the consulted call is still in the QUEUED state regardless of whether the call has actually been transferred and answered.

2.10.CompuCALL Server

The CompuCALL Server (CCS) allows a new or existing third-party application to share the DMS-100 CompuCALL interface with the software for the purpose of monitoring and/or controlling Agents and calls for the same Agent positions that the software is monitoring and/or controlling. Although both the third-party application and software can monitor, only one of them should attempt to control the same Agents or calls.

The CCS is a process typically running on the PG, although it may run on a separate host accessible to the PG via the network. All configurations for the CCS are done during setup—no special CCS configuration is needed in configuring the system. The DMS-100 PIM must be configured during its setup to connect to CCS rather than directly to the DMS-100. The third- party application must physically connect to CCS (via X.25 or TCP), but otherwise no change needs be made – to all appearance, CCS will be the DMS-100. (TCP support is included in ICM release 3.0 and later.)

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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 Index Index-1 Iv ContentsTables ContentsPage Audience PurposeOrganization ViiOther Publications Typographic ConventionsViii Preface Preface Preface Overview Overview DMS100 PG with CompuCALL LinkDMS100 PG with CompuCALL Link CCM Matrix SupportCCM Matrix1 CCM Matrix2CompuCALL Interface Limitations CompuCALL Interface Requirements and LimitationsNortel DMS100 Switch Limitations Nortel DMS100 Switch LimitationsPage Unified ICM Configuration Services Configuring the DMS-100 ACDSkill Groups Dialed Numbers Configuring the AgentsLabels LabelsDMS-100 PG Label Format PG CompuCALL Session ConfigurationCompuCALL Session Parameters 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 Example Meaning Format Extension FormatsTransferring Calls to Non-monitored Devices CompuCALL ServerCompuCALL Server Param String FormatsCompuCALL Session Simple Case 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 Option Name Option Description Value Default Min Max Session Object Setup Session Object Setup OptionsNot implemented Application X.25 Link Setup Application Link Setup Options Application Configuration Application Configuration Options Support for Walk-Away Reason Codes Support for Walk-Away Reason CodesExample of Walk-Away Codes Walk-Away Codes DefinitionPeripheral Object MappingPeripheral Targets and Routes Trunk Groups ServicesTrunks 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 DMS-100 Agent State to Cisco Agent State Mapping AgentUnified ICM to DMS-100 Agent Mapping Unified ICM DMS-100 Agent DescriptionDialed Numbers Monitoring Agent Skill Group Assignment ChangeLabels 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 Capacity DMS-100 CompuCALL Interface Specification Q218DMS-100 Switch Statistics Provided by Nortel Parameter Maximum Meaning ValueMessage Type Bytes DMS-100 CompuCALL Message SizeDMS-100 Peripheral Gateway Capacity Post-Routing Eicon Card Configuration Eicon Card Configuration Eicon Card Configuration DetailsNone Eicon Card Configuration DetailsEcmodule Trace Hdlc /P Appendix a DMS100 Switch Datafill Example Table Scaicoms Appendix a DMS100 Switch Datafill ExampleTable Scaigrp Appendix a DMS100 Switch Datafill Example Table Scaiprof Table Acdgrp Index-1 IndexIndex-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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