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Cisco Systems SL-100 manual DMS-100 Agent State to Cisco Agent State Mapping

Models: SL-100 DMS-100

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42 Unified ICM Configuration

2.12.8.Agent

The Agent Object is made up of the following fields: a SkillTargetID, a Peripheral Number, an Extension Number, a State, a list of active Skill Group assignments, and a First and Last Name. From the Unified ICM perspective, the Agent Object is uniquely identified by the SkillTargetID. The SkillTargetID allows for the Router to target a specific call to an Agent (Not Currently Implemented). The following table defines the Agent object components used when configuring an Agent in the software.

Table 16: Unified ICM to DMS-100 Agent Mapping

Unified ICM

DMS-100 Agent

Description

Agent

 

 

SkillTargetID

None

Unified ICM SkillTargetID defined

 

 

by Cisco

 

 

 

PeripheralNumber

PositionID

DMS-100 Identifier for the position

 

 

the agent logged onto. The Position

 

 

Identifier is assigned to the ACD set

 

 

where an Agent login occurs.

 

 

 

Extension

PositionID

Same.

 

 

 

FirstName

Not available.

First Name of Agent.

 

 

 

LastName

Not available

Last Name of Agent.

 

 

 

The Agent Position Identifier to Agent mapping is dynamic and occurs when an Agent logs onto an ACD set on the DMS-100.

The DMS-100 Agents will be configured dynamically by the DMS-100 PIM based on the Call and Agent events received from the DMS-100 CTI events. For those Agents configured in the database, the PIM will report to OPC the state transitions with the Agent’s configured PeripheralNumber. The DMS-100 PIM does not restrict Agents from being configured in the database. The Skill Group association for Agents is dynamically assigned from the DMS-100 CTI Link events. The DMS-100 supports a single Skill Group assignment per Agent. DMS-100 System Administrators have the ability to re-assign an Agent position to another Skill Group while an Agent session is active on an ACD position. The software will be capable of migrating the Agent’s Skill Group assignment when this occurs. This will be accomplished by logging the Agent out of the OLD Skill Group assignment and then logging the Agent back in under the new Skill Group assignment.

2.12.9.DMS-100 Agent State to Cisco Agent State Mapping

The following table defines the CompuCALL Agent State Event mapping to the Cisco Agent States. The PIM will transition an Agent’s state based on these ACD Position events.

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Cisco Systems SL-100 manual DMS-100 Agent State to Cisco Agent State Mapping, Unified ICM to DMS-100 Agent 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.