Cisco Systems SL-100, DMS-100 manual Contents

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iii

Contents

Preface

vii

1.

Overview

11

 

1.1. DMS100 PG with CompuCALL Link

12

 

1.1.1.

CCM Matrix Support

13

 

1.2. CompuCALL Interface Requirements and Limitations

14

 

1.2.1.

CompuCALL Interface Limitations

14

 

1.3. Nortel DMS100 Switch Limitations

15

2.

Unified ICM Configuration

17

 

2.1. Configuring the DMS-100 ACD

18

 

2.1.1.

Configuring the Peripheral

18

 

2.1.2. Configuring the Peripheral Targets

18

 

2.1.3. Attributing Calls to Unified ICM Routes

18

 

2.2. Services

18

 

2.3. Skill Groups

18

 

2.4. Configuring the Agents

19

 

2.5. Dialed Numbers

19

 

2.6. Labels

19

 

2.7. PG CompuCALL Session Configuration

20

 

2.8. PG CompuCALL X.25 Link Configuration

21

 

2.9. Peripheral Monitor Configuration of ACD Positions

21

 

2.9.1. Transferring Calls to Non-monitored Devices

25

 

2.10. CompuCALL Server

25

 

2.10.1. Simple Case

26

 

2.10.2. Complex Cases

27

 

2.10.3. Setup Details

29

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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 Vii PurposeAudience OrganizationTypographic Conventions Other PublicationsViii Preface Preface Preface Overview Overview DMS100 PG with CompuCALL LinkCCM Matrix2 CCM Matrix SupportDMS100 PG with CompuCALL Link CCM Matrix1CompuCALL Interface Limitations CompuCALL Interface Requirements and LimitationsNortel DMS100 Switch Limitations Nortel DMS100 Switch LimitationsPage Unified ICM Configuration Configuring the DMS-100 ACD ServicesSkill Groups Labels Configuring the AgentsDialed Numbers LabelsLabel Format Example Meaning PG CompuCALL Session ConfigurationDMS-100 PG Label Format CompuCALL Session ParametersCompuCALL Link Parameters PG CompuCALL X.25 Link ConfigurationPeripheral Monitor Configuration of ACD Positions Peripheral Monitor Configuration of ACD PositionsUnified ICM Configuration Peripheral Monitor Configuration Window Extension Example Meaning Format Extension FormatsParam String Formats CompuCALL ServerTransferring Calls to Non-monitored Devices CompuCALL ServerCompuCALL Session Simple Case 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 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 Walk-Away Codes Definition Support for Walk-Away Reason CodesSupport for Walk-Away Reason Codes Example of Walk-Away CodesObject Mapping PeripheralPeripheral Targets and Routes Object Mapping ServicesTrunk Groups TrunksDefault 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 DMS-100 Agent Description AgentDMS-100 Agent State to Cisco Agent State Mapping Unified ICM to DMS-100 Agent MappingPeripheral Monitor Table Entries Monitoring Agent Skill Group Assignment ChangeDialed Numbers LabelsUnified ICM Configuration ACD Configuration Operation Interface DMS-100 CompuCALL Interface Specification Q218 ACD Configuration Operation InterfaceCompuCALL Bandwidth Requirements Parameter Maximum Meaning Value DMS-100 CompuCALL Interface Specification Q218DMS-100 Switch Capacity DMS-100 Switch Statistics Provided by NortelMessage 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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