Cisco Systems Comprehensive Guide to Trunk Group Configuration in
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Object Mapping

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The configuration of Peripheral Targets for calls associated with Supplementary DNs is required to define the proper call type when the call is offered to the DMS-100.

2.12.3.Trunk Groups

The CTI Links utilized by the DMS-100 Peripheral Gateway offer no Trunk level statistics to the customer. Trunk configurations on the DMS- 100 are treated as a POOL of inbound/outbound resources that are accessible by all Call Types.

2.12.4.Trunks

No trunk information is provided by the CompuCALL Interface. As a result, Trunks need not be entered in the Unified ICM configuration.

2.12.5.Services

The Cisco Service abstraction is defined as “a type of caller need that the peripheral handles” (i.e., Quotes, Sales, Brokerage). The Unified ICM will choose a Service based on the current Routing Script that is scheduled for the dialed number being requested. The Router responds to the Routing Client with the Label, which is specific to the Routing Client Type, which defines how the call is to be treated. For Network Routing Clients, the Call is directed to an ACD on a particular Trunk Group with a specific DNIS and/or ANI. For ACD Routing Clients, the Label defines a target on the ACD that performs specific call treatment. This could include on or off switch processing of the call.

The DMS-100 ACD will follow either of these call delivery models. When the call arrives to the ACD, it is offered to the ACD Group associated with the Primary/Supplementary ACD-DN of the call. In both the DMS-100 and Unified ICM models, Agent/Skill Groups may be associated with one or more services.

A Service Object has to be configured for each Primary ACD-DN and each Supplementary ACD-DN.

The “Extension” configured in the Service Object must correspond to the Primary or Supplementary ACD DN defined on the DMS-100. The “Extension” configured in the Peripheral Targets for the Primary ACD DN is the dialed number of Primary ACD DN; and for the Supplementary ACD DN, it is the dialed number of Supplementary ACD DN.

The configuration of Service Objects for calls associated with Supplementary DNs are required to define the proper call type when the call is offered to the DMS-100.

Each Service Object has to be associated with a PeripheralTarget and Route object in the system configuration.

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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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