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Cisco Systems SL-100 manual Default Peripheral Route, Unified ICM to DMS-100 Service Mapping

Models: SL-100 DMS-100

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40 Unified ICM Configuration

The following table defines the Service Object member mapping used when configuring a Service in the software.

Table 14: Unified ICM to DMS-100 Service Mapping

	Unified ICM		DMS-100 Service	Description
	Service
	Service
	SkillTargetID		none	Unified ICM
				SkillTargetID
				defined by Cisco

	PeripheralNumber		Last four to six digits of Primary	Last four to six
			ACD-DN or the Supplementary	digits of Dial Plan
			ACD-DN**	Directory Number
				of the Primary or
				Supplementary
				ACD-DN
				assigned to the
				ACD Group.

	Extension		Dial Plan Directory Number of	Dial Plan
			Primary ACD-DN if configuring for	Directory Number
			a Primary ACD-DN or Dial Plan	of the Primary or
			Directory Number of Supplementary	Supplementary
			ACD-DN if configuring for a	ACD-DN
			Supplementary ACD-DN	assigned to the
				ACD Group.

Note: In some customer configurations, the Supplementary ACD-DN could be associated with the service of the Primary ACD-DN.

**The selection of last four to six digits of the Primary ACD-DN or the Supplementary ACD-DN has to be unique within “Service All” in the Configure ICM dialog.

2.12.6.Default Peripheral Route

If the PG is informed of a call for which there is no Peripheral Configuration (PeripheralTarget/Route and/or Service not configured), the call is not tracked. This is likely to occur when the configuration does not match the configuration defined on the DMS-100. An example of this would be when a customer is not routing all call types handled by the switch, but the CTI Link provides events on all Call Types.

To allow some type of monitoring of calls that have no definitive Route/Service mapping, the software provides the Peripheral Default Route. The Peripheral Default Route provides a place holder to gather statistics on calls that are monitored by the CompuCALL Link, which do not map to the configuration. The software will gather Route/Service statistics associated with these unknown calls along with their Termination Call Details.

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Cisco Systems Default Peripheral Route, Unified ICM to DMS-100 Service Mapping, Unified ICM DMS-100 Service Description

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 ViiOther Publications Typographic ConventionsViii Preface 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 Services Configuring the DMS-100 ACDSkill Groups 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 CompuCALL Server Setup Options Setup DetailsOption Option Description Value Default Name Min Max Unified ICM Configuration ACD Link Setup Option Option Description ACD Link Setup OptionsName Min Max 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 Object MappingPeripheral Targets and Routes Services Trunk GroupsTrunks Object MappingUnified ICM to DMS-100 Service Mapping Default Peripheral RouteUnified ICM DMS-100 Service Description Unified ICM to DMS-100 Skill Group Mapping Skill GroupsUnified ICM Skill DMS-100 Skill Group Description 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 ACD Configuration Operation Interface DMS-100 CompuCALL Interface Specification Q218CompuCALL Bandwidth Requirements 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