Cisco Systems SL-100 manual Configuring the DMS-100 ACD, Services, Skill Groups

18 Unified ICM Configuration

2.1. Configuring the DMS-100 ACD

To best understand the configuration of the DMS-100 ACD, begin with the DMS-100 documentation shipped with your switch. The information provided here is meant to supplement and not to replace the Nortel DMS-

100 documentation.

2.1.1.Configuring the Peripheral

The “Configure a PG” option in Configure ICM automatically creates a peripheral object with the appropriate defaults for a DMS-100 peripheral. If desired, these values can be modified through the peripheral screen in Configure ICM.

The “Available Holdoff Delay” setting will be used by all Skill Groups for this peripheral that do not explicitly specify a value for the “Available Holdoff Delay” at the Skill Group level.

2.1.2.Configuring the Peripheral Targets

A peripheral target should be configured for each combination of Network Trunk Group and DNIS that can receive ACD calls. Peripheral targets must also be configured for translation routing

2.1.3.Attributing Calls to Unified ICM Routes

For route statistics, the PG attributes calls to the routes by looking for a peripheral target that matches the Trunk Group and DNIS for the call and using the route associated with that peripheral target. If no matching peripheral target is found, then the call is attributed to the default route for the peripheral (if one is configured).

2.2.Services

See the Services section X2.12.5X, for specifics about when to configure the Unified ICM services.

2.3. Skill Groups

See the Skill Groups section X2.12.7X, for a discussion of when to configure Unified ICM Skill Groups.

The “Available Holdoff Delay” should be set to the value of the Variable WrapUp for this ACD DN. This value is left as “Use Peripheral Default,” then the default value configured for this peripheral will be used.

The DMS-100 switch does not strictly associate call WrapUp time with individual calls. The DMS-100 tracks the total time spent by an Agent in the NotReady state. The Average Work Time is calculated as (ACD TalkTime + NotReady Time) / Calls Answered.

The Agent can enter the NotReady state at any time and begin accumulating NotReady Time.