Cisco Systems DMS-100, SL-100 manual

Cisco Unified ICM ACD

Supplement for Nortel

DMS-100/SL-100

February 2010

Corporat e Headqua rters

Cisco Systems, Inc.

170 West Tasman Drive

San Jose, CA 95134-1706

USA

http://www.cisco.com

Tel: 408 526-4000

800 553-NETS (64387)

Fax: 408 526-4100

Contents

Main Page Contents Page Page Page Preface Purpose Audience Organization Typographic Conventions Other Publ ications Obtaining Documentation, Obtaining Support, and Security Guidelines Documentation Feedback Page Page 1.1. DMS100 PG w ith CompuCALL Link 1.1.1. CCM Matrix Support 1.2. CompuCALL Interface Requirements and Limitations 1.2.1. CompuCALL Interface Limitations Page Page 2. Unified ICM Configuration 2.1. Configuring the DMS-100 ACD 2.1.1. Configuring the Peripheral 2.1.2. Configuring the Peripheral Targets 2.1.3. Attributing Calls to Unified ICM Rout es 2.2. Services 2.4. Configuring the Agents 2.5. Dialed Numbers 2.6. Label s 20 Unif ied I CM Co nfiguration 20 2.7. PG CompuCALL Session Configuration 2.8. PG CompuCALL X.25 Link Confi guration 2.9. Peripheral Monitor Configuration of ACD Positions Page Page Page 2.9.1. Transferring Calls to Non-monitored Devices 2.10. CompuCALL Server 2.10.1. Simple Case 2.10.2. Complex Cas es Page 2.10.3. Setup Details Page Page 32 Unified ICM Configuration 32 Table 9: A C D Link Se tup Option s Page Page CompuCALL Serv er 35 35 35 Figure 9: Application X.25 Link Setup Table 11: Appl ication Li nk Setup Opt ions 36 Unified ICM Configuration 36 Figure 10: Application Configurati on Table 12: Appl ication Co nfiguration Options 2.11. Support for Walk-Away Reason Codes 2.12. Object Mapping 2.12.1. Peripheral 2.12.2. Peripheral Targets and Routes 2.12.3. Trunk Groups 2.12.4. Trunks 2.12.5. Services 2.12.6. Default Peripheral Route 2.12.7. Skill Groups 2.12.8. Ag e n t 2.12.9. DMS-100 Agent State to Cisco Agent State Mapping 2.12.10. Dialed Numbers 2.12.11. Labels 2.12.12. Peripheral Monitor Table Entries 2.13. Monitoring Agent Skill Group Assignment Change Page Page 3.1. DM S -100 CompuCALL Interface Specification (Q218) 3.1.1. CompuCALL Bandwidth Requirements D M S -100 CompuCALL Interface Specification (Q218) 47 47 47 Formula 2: Page Page 3.2. Post-Routing Page 4.1. Eicon Card Configuration Details Page Page 5. Appendix A: DMS100 Switch Datafill Example A.1. T AB L E : M P C A.2. T ABLE: MPCLINK A.3. T AB L E : S C A I C O M S A.4. T AB L E : B G D A T A A.5. T AB L E : S C A I G R P A.6. TABLE: SCAISSRV 58 Appendix A: DMS100 Switch Datafill Example 58 A.7. T AB L E : S C A I P R O F A.8. T ABLE: CUSTNTWK A.9. T ABLE: ACDGRP Inde x-1 6. Index A B C T X