Object Mapping

41

From the Termination Call Details of the call associated with the Peripheral Default Route, the customer can track down the unknown call types. The Termination Call Detail will provide the ACD-DN associated with the call. The Customer can then update the configuration to include the non-configured call types.

2.12.7.Skill Groups

The Cisco Skill Group abstraction is defined as “a collection of Agents that share a common set of skills.” The DMS-100 ACD Groups are consistent with the Cisco definition of a Skill Group. The Cisco Skill Group contains the following fields: a SkillTargetID, a Peripheral Number, a Peripheral Name and an Extension Number. The SkillTargetID is utilized by the Router to target Skill Groups in the Scripting Language. The following table defines the SkillGroup/DMS-100 ACD Group Object member mapping used when configuring a Skill Group in the software.

Table 15: Unified ICM to DMS-100 Skill Group Mapping

Unified ICM Skill

DMS-100 Skill Group

Description

Group

 

 

SkillTargetID

None

Unified ICM SkillTargetID

 

 

defined by Cisco

 

 

 

PeripheralNumber

Last four to six digits of

Last four to six digits of

 

Primary ACD-DN of the

Dial Plan Directory

 

ACD Group

Number of the Primary

 

 

ACD-DN assigned to the

 

 

ACD Group.

 

 

 

Extension

Primary ACD-DN of the

Dial Plan Directory

 

ACD Group

Number of the Primary

 

 

ACD-DN assigned to the

 

 

ACD Group.

 

 

 

Peripheral Name

ACD Group Name

Name associated with an

 

 

ACD DN of an ACD

 

 

Group.

 

 

 

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

On the DMS-100, an ACD Group can be assigned one Primary ACD-DN and up to 16 Supplementary ACD-DNs. Calls arriving with the Primary ACD-DN are queued to the ACD Group at priority 0 (Highest priority). The Supplementary ACD-DNs assigned to the ACD Groups are given a priority in the range of 0-3 where 3 is the lowest priority. Calls are answered by Agents assigned to the ACD Group based on the arrival and priority of the call. A call waiting longer in the Priority 1 queue will not be serviced if a call is pending in the Priority 0 queue. Calls offered to an ACD Group that have available Agents are assigned to the MOST IDLE Agent.

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Cisco Systems SL-100 manual Skill Groups, Unified ICM to DMS-100 Skill Group Mapping
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SL-100, DMS-100 specifications

Cisco Systems DMS-100 and SL-100 are advanced digital media systems that play a crucial role in the telecommunications landscape. These platforms are designed primarily for the efficient delivery of voice and data services, making them integral components in the next-gen network architecture.

The DMS-100 is known for its robustness, serving as a digital central office switch. It supports the essential functions of voice service delivery, including call processing, routing, and signaling for local and long-distance calls. One of its standout features is its adaptability, allowing service providers to scale services based on demand. This scalability ensures that operators can efficiently manage large volumes of voice traffic without compromising on quality.

On the other hand, the SL-100 is distinguished by its flexibility and cost-effectiveness. It is a compact, modular platform that enables operators to offer a variety of services, including VoIP, multimedia communications, and more. The SL-100’s design caters to smaller service providers or those looking to extend their services without a massive infrastructure investment. Its modularity ensures that operators can add or change functionalities as the market evolves.

Both systems incorporate advanced technologies crucial for modern telecommunications. They leverage softswitch technology, which facilitates the transition from traditional circuit-switched networks to IP-based architectures. This shift allows for better resource utilization and reduced operational costs, as voice calls can be transmitted over existing data networks.

Moreover, both the DMS-100 and SL-100 support HD Voice and other enhancements that ensure crystal-clear voice quality. They employ various codecs and signaling protocols, including H.323 and SIP, ensuring compatibility with a wide range of devices and platforms. Additionally, both systems provide extensive monitoring and management capabilities, allowing service providers to analyze performance metrics and quickly troubleshoot issues.

In terms of security, Cisco has integrated several features that protect against unauthorized access and service disruptions. This focus on security is essential, particularly as networks become more interconnected and exposed to potential threats.

Overall, the Cisco DMS-100 and SL-100 embody pioneering technologies that meet the demanding needs of modern telecommunications. Their combination of scalability, flexibility, security, and advanced features makes them invaluable assets for service providers striving to deliver high-quality voice and data services in an ever-evolving digital landscape.
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