Cisco Systems DMS-100, SL-100 manual Unified ICM Configuration

Page 44

44 Unified ICM Configuration

application to indicate the event. The DMS100 PG uses the DV-Appl-Stat- QryF1F interface to periodically interrogate the DMS100 switch for the all monitored ACD groups to examine whether the Agents have been re- assigned from one Skill Group to another Skill Group.

The DV-Appl-Stat-Qry interface is supported in the CompuCALL software version NA09 or above.

Because of periodical interrogation, the DMS100 PG will not know any Agent Skill Group re-assignment until the next time it interrogates the ACP1000 switch. The interval is controlled by the Windows NT Registry entry, “..\DMS100Data\ Dynamic\AgentGroupChangeTimerResolution”.

The default value for “..\DMS100Data\ Dynamic\AgentGroupChangeTimerResolution” is 0 that virtually disables the DMS100 PG option to periodically interrogate the DMS100 switch.

There is CompuCALL link bandwidth consideration when applying the approach to deal with the Agent Skill Group re-assignment. When the DMS100 PG used the DV-Appl-Stat-Qry interface, the DMS100 will acknowledge with a DV-Agent-Status-U message for each Agent. The DMS100 switch CompuCALL X.25 link with 19.2 kbps can deliver messages for 5 calls/second, assuming 4 messages per call statistically. If the DMS100 PG interrogates the switch with 240 ACD agents configured for Agent Skill Group re-assignment every minute, the DMS100 switch can only deliver the CompuCALL message for 4 calls/second. This is because there are extra 240 DV-Agent-Status-U messages in every minute.

1When a new DN is added in the PMT of the PG explorer, the PIM sends a request to associate with the DMS100 switch. If the DN is successfully associated with the DMS100 switch for the first time, PIM sends the “DV-Appl- Stat-Qry” message to the DMS100 switch. If the switch responds with the error “ACD DN missing,” the PIM tries to associate the DN 8504889080 for a second time. As a result, the DMS100 switch responds with an error “DN Already In Set.” Due to this, the DMS100 PIM cycles. This issue is caused due to the incorrect error message sent by the Nortel DMS100 switch.

Page 43 Page 45
Image 44
Page 43 Page 45
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 ViiViii Preface Typographic ConventionsOther Publications 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 Skill Groups Configuring the DMS-100 ACDServices 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 Option Option Description Value Default Name Min Max Setup DetailsCompuCALL Server Setup Options Unified ICM Configuration ACD Link Setup Name Min Max ACD Link Setup OptionsOption Option Description 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 Targets and Routes Object MappingPeripheral Services Trunk GroupsTrunks Object MappingUnified ICM DMS-100 Service Description Default Peripheral RouteUnified ICM to DMS-100 Service Mapping Unified ICM Skill DMS-100 Skill Group Description Skill GroupsUnified ICM to DMS-100 Skill Group Mapping 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 CompuCALL Bandwidth Requirements DMS-100 CompuCALL Interface Specification Q218ACD Configuration Operation Interface 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

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.
Top Page Image Contents