Cisco Systems SL-100 manual Monitoring Agent Skill Group Assignment Change, Dialed Numbers, Labels

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Monitoring Agent Skill Group Assignment Change

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Table 17: CompuCALL Events to Cisco Agent State Mapping

 

 

 

 

 

 

 

 

DMS-100 CompuCALL

Cisco State

 

 

 

State

 

 

 

 

DV_AGENT_LOGIN

AS_LOG_IN

 

 

 

 

 

 

 

 

DV_AGENT_LOGOUT

AS_LOG_OUT

 

 

 

 

 

 

 

 

DV_AGENT_READY

AS_AVAILABLE

 

 

 

 

 

 

 

 

DV_AGENT_NOT_READY

AS_WORK_READY if Walkaway is not

 

 

 

 

specified and

 

 

 

 

AS_NOT_READY not ready if Walkaway is

 

 

 

 

specified.

 

 

 

 

 

 

 

 

DV_CALL_ANSWERED

AS_TALKING

 

 

 

 

 

 

 

 

DV_SET_OFFHOOK-U

AS_TALKING

 

 

 

 

 

 

 

 

DV_CALL_RELEASED

AS_WORK_READY if Variable Wrap-up is

 

 

 

 

configured for this active Skill Group.

 

 

 

 

AS_ AVAILABLE if Variable Wrap-up is

 

 

 

 

not configured for this active Skill Group.

 

 

 

 

 

 

 

2.12.10.Dialed Numbers

Dialed numbers for the peripheral’s routing client correspond to the Primary or Supplementary DN’s on the DMS-100 switch that are to be Post Routed.

2.12.11.Labels

Labels for the peripheral’s routing client correspond to destinations to which calls can be routed. Labels can be configured for any number that can be dialed on the switch. For example, you can configure a label to a Primary ACD DN, Supplementary ACD DN, or a Secondary DN. You can also configure the hostCallData information in labels. The DMS-100 PG will send the hostCallData information to the switch. The switch sends the hostCallData information to another host application during the one call procedure with the same CallID.

2.12.12.Peripheral Monitor Table Entries

See the section Peripheral Monitor Configuration of ACD Positions XXXfor relevant details.

2.13.Monitoring Agent Skill Group Assignment Change

In the call center, there is a need for supervisor to reassign an ACD Agent to another ACD group. When the Agent group reassignment happens, the DMS100 switch will not send out any CompuCALL messages to the host

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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 OrganizationOther Publications Typographic ConventionsViii 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 Services Configuring the DMS-100 ACDSkill 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 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 Walk-Away Codes Definition Support for Walk-Away Reason CodesSupport for Walk-Away Reason Codes Example of Walk-Away CodesPeripheral Object MappingPeripheral Targets and Routes Object Mapping ServicesTrunk Groups TrunksUnified 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 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 ACD Configuration Operation Interface DMS-100 CompuCALL Interface Specification Q218CompuCALL 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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