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Preface

Purpose

This document contains the specific information you need to maintain a Nortel DMS-100/SL-100 Switch with CompuCALL Interface in a Cisco Unified Intelligent Contact Management (Unified ICM) environment. It is intended to be used as the Nortel DMS-100/SL-100 Switch-specific companion to the Unified ICM documentation set.

While the other Unified ICM documents cover general topics such as configuring an overall system and writing scripts to route contact center requests, the Cisco Unified ICM ACD Supplement for Nortel DMS-100/SL- 100 provides specific information on configuring a DMS-100/SL-100 Switch and making any necessary adjustments to the DMS-100/SL-100 Switch configuration.

Audience

This document is intended for system managers. The reader should understand Unified ICM functions as described in the Installation and Setup Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted,

Configuration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted, and Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted. The reader should also have specific knowledge of the DMS-100/SL-100 Switch.

Organization

Chapter 1, “Overview”

Provides an overview of ACD interface and hardware and software requirements for the DMS-100/SL-100 Switch.

Chapter 2, “Unified ICM Configuration”

Describes the relationships between the DMS-100/SL-100 Switch database objects and the Unified ICM database objects. This chapter also describes DMS-100/SL-100 Switch -specific settings that must be confirmed in the Unified ICM configuration.

Chapter 3, “ACD Configuration – Operation Interface”

Describes items in the DMS-100/SL-100 Switch configuration that must be checked to ensure compatibility with the Unified ICM.

Chapter 4, “Eicon Card Configuration”

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Cisco Systems SL-100, DMS-100 manual Purpose, Audience, Organization, Vii

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.