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Cisco Systems DMS-100, SL-100 manual Post-Routing

Models: SL-100 DMS-100

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50 ACD Configuration – Operation Interface

nSVC - the number of SVCs on one link. It is recommended that nSVC = 1 be used in most situations. If nSVC > 1, it is quite more complicated situation so that you have to take many factors into consideration.

3.2. Post-Routing

Following are the steps to support Post-Routing using the DMS-100

Switch:

1.Set up one ACD Group on the DMS100 switch that can have either ACD Agents or no ACD Agent. If no ACD Agent configured in the ACD Group, overflow to another ACD Group has to be configured for the ACD Group.

2.Activate the DV-CALL-RECEIVED-C message and enable the Call Redirect capability for that ACD Group in the Service Profile for the session of the associated environment.

3.The DMS100 switch datafill for post routing support is shown as follow:

4.In the “SCAISSRV” TABLE, add “ROUTING35$ ROUTING (CALLRECDC Y Y Y Y Y Y Y Y Y Y) (CALLREDIR Y Y Y)$”.

5.In the “SCAIPROF” TABLE, add “(ROUTING35$)”.

6.In the “ACDGRP” TABLE, add “(SCAIREDIR 10 0 N)” for the ACD group.

7.Configured the time out that the DMS-100 allows the PIM to response to DV-CALL-RECEIVED-C message. The time out value is 1 to 30 seconds. Two seconds is recommended.

8.Add primary ACD DN for the ACD Group in the Peripheral Monitor Table of the Configure Unified ICM application. The ACD Group DN is the dialed number in the Unified ICM configuration. The label returned to the PIM identifies the destination

See, Appendix A for the DMS100 Switch Datafill example.

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Cisco Systems DMS-100, SL-100 manual Post-Routing

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 Organization PurposeAudience ViiViii Preface Typographic ConventionsOther Publications Preface Preface Overview DMS100 PG with CompuCALL Link OverviewCCM Matrix1 CCM Matrix SupportDMS100 PG with CompuCALL Link CCM Matrix2CompuCALL Interface Requirements and Limitations CompuCALL Interface LimitationsNortel DMS100 Switch Limitations Nortel DMS100 Switch LimitationsPage Unified ICM Configuration Skill Groups Configuring the DMS-100 ACDServices Labels Configuring the AgentsDialed Numbers LabelsCompuCALL Session Parameters PG CompuCALL Session ConfigurationDMS-100 PG Label Format Label Format Example MeaningPeripheral Monitor Configuration of ACD Positions PG CompuCALL X.25 Link ConfigurationPeripheral Monitor Configuration of ACD Positions CompuCALL Link ParametersUnified ICM Configuration Peripheral Monitor Configuration Window Extension Formats Extension Example Meaning FormatCompuCALL Server CompuCALL ServerTransferring Calls to Non-monitored Devices Param String FormatsSimple Case CompuCALL Session Simple CaseComplex Cases CompuCALL Session Complex Case Option Option Description Value Default Name Min Max Setup DetailsCompuCALL Server Setup Options Unified ICM Configuration ACD Link Setup Name Min Max ACD Link Setup OptionsOption Option Description 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 Example of Walk-Away Codes Support for Walk-Away Reason CodesSupport for Walk-Away Reason Codes Walk-Away Codes DefinitionPeripheral Targets and Routes Object MappingPeripheral Trunks ServicesTrunk Groups Object MappingUnified ICM DMS-100 Service Description Default Peripheral RouteUnified ICM to DMS-100 Service Mapping Unified ICM Skill DMS-100 Skill Group Description Skill GroupsUnified ICM to DMS-100 Skill Group Mapping Unified ICM to DMS-100 Agent Mapping AgentDMS-100 Agent State to Cisco Agent State Mapping Unified ICM DMS-100 Agent DescriptionLabels Monitoring Agent Skill Group Assignment ChangeDialed Numbers Peripheral Monitor Table EntriesUnified ICM Configuration ACD Configuration Operation Interface CompuCALL Bandwidth Requirements DMS-100 CompuCALL Interface Specification Q218ACD Configuration Operation Interface DMS-100 Switch Statistics Provided by Nortel DMS-100 CompuCALL Interface Specification Q218DMS-100 Switch Capacity 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