22 Unified ICM Configuration
PG is informed by the switch of all call and Agent events to that ACD Group. Furthermore, if the ACD Group has one or more Supplementary ACD-DNs associated with it, then all these Supplementary ACD DNs are automatically associated with the current session. If the DMS-100 PG specifies a Secondary DN to be associated with the current session, the DMS-100 PG is informed by the switch of all coordinated voice and data delivery events to that Centrex or Residential line.
You may specify the configured CompuCALL session number for a Primary ACD DN or Secondary DN in the Unified ICM peripheral monitor table. The configured CompuCALL session number indicates DV- DN-ASSOCIATE OPERATION for the Primary ACD DN, or Secondary DN in the “Extension” field will be performed by the CompuCALL session n. The assignment of the configured CompuCALL session number is optional. If you fail to specify session number n for a Primary ACD DN or Secondary DN, the DMS-100 PG will evenly distribute DNs over the configured the CompuCALL sessions
You can specify whether a Primary ACD DN is CDN in the peripheral monitor table. The DMS-100 PG uses this information to call DV-Set- CDN-State during the initialization procedure.
Since an Agent device can be assigned to two lines, ACD and Secondary lines, you need to provide the mapping relationship between the Secondary DN, agent DN, and Agent positionID CDN in the peripheral monitor table.
If an Agent device has only one ACD line, you need to mark the “Extension” field with a non-digital letter (e.g., &), and specify the address mapping relationship between the Agent DN and the Agent PositionID in the corresponding “Param String” field in the peripheral monitor table.
