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Cisco Systems SL-100, DMS-100 manual Overview

Models: SL-100 DMS-100

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1. Overview

The DMS100 Peripheral Gateway (PG) monitors agent and call activity on the DMS100 ACD through the CompuCALL Interface.

For more information about the supported ACD switches, see the document Cisco Unified ICM Supported Switches (ACDs).

This chapter describes the hardware and software requirements to connect the Nortel DMS-100/SL-100 Switch to the Unified ICM PG.

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Cisco Systems SL-100, DMS-100 manual Overview

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 OrganizationViii Preface Typographic ConventionsOther Publications 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 Skill Groups Configuring the DMS-100 ACDServices 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 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 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 Targets and Routes Object MappingPeripheral Object Mapping ServicesTrunk Groups TrunksUnified 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 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 CompuCALL Bandwidth Requirements DMS-100 CompuCALL Interface Specification Q218ACD Configuration Operation Interface 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