Cisco Systems DMS-100, SL-100 manual Iv Contents, Index Index-1

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iv Contents

	2.11. Support for Walk-Away Reason Codes		37
	2.12. Object Mapping		38
	2.12.1. Peripheral		38
	2.12.2. Peripheral Targets and Routes		38
	2.12.3. Trunk Groups		39
	2.12.4. Trunks		39
	2.12.5. Services		39
	2.12.6. Default Peripheral Route		40
	2.12.7. Skill Groups		41
	2.12.8. Agent		42
	2.12.9. DMS-100 Agent State to Cisco Agent State Mapping		42
	2.12.10.	Dialed Numbers	43
	2.12.11.	Labels	43
	2.12.12.	Peripheral Monitor Table Entries	43
	2.13. Monitoring Agent Skill Group Assignment Change		43
3. ACD Configuration – Operation Interface			45
	3.1. DMS-100 CompuCALL Interface Specification (Q218)		46
	3.1.1.	CompuCALL Bandwidth Requirements	46
	3.2. Post-Routing		50
4.	Eicon Card Configuration		51
	4.1. Eicon Card Configuration Details		52
5. Appendix A: DMS100 Switch Datafill Example			55
6.	Index		Index-1

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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 Purpose AudienceOrganization ViiOther Publications Typographic ConventionsViii Preface Preface Preface Overview DMS100 PG with CompuCALL Link OverviewCCM Matrix Support DMS100 PG with CompuCALL LinkCCM Matrix1 CCM Matrix2CompuCALL Interface Requirements and Limitations CompuCALL Interface LimitationsNortel DMS100 Switch Limitations Nortel DMS100 Switch LimitationsPage Unified ICM Configuration Services Configuring the DMS-100 ACDSkill Groups Configuring the Agents Dialed NumbersLabels LabelsPG CompuCALL Session Configuration DMS-100 PG Label FormatCompuCALL Session Parameters Label Format Example MeaningPG CompuCALL X.25 Link Configuration Peripheral Monitor Configuration of ACD PositionsPeripheral Monitor Configuration of ACD Positions CompuCALL Link ParametersUnified ICM Configuration Peripheral Monitor Configuration Window Extension Formats Extension Example Meaning FormatCompuCALL Server Transferring Calls to Non-monitored DevicesCompuCALL Server 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 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 Services Trunk GroupsTrunks 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 Agent DMS-100 Agent State to Cisco Agent State MappingUnified ICM to DMS-100 Agent Mapping Unified ICM DMS-100 Agent DescriptionMonitoring Agent Skill Group Assignment Change Dialed NumbersLabels Peripheral Monitor Table EntriesUnified ICM Configuration ACD Configuration Operation Interface ACD Configuration Operation Interface DMS-100 CompuCALL Interface Specification Q218CompuCALL Bandwidth Requirements DMS-100 CompuCALL Interface Specification Q218 DMS-100 Switch CapacityDMS-100 Switch Statistics Provided by Nortel 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