Cisco Systems NORTEL DMS-100 User Manual
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Cisco Unified ICM ACD

Supplement for Nortel DMS-100/SL-100

February 2010

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Cisco Unified ICM ACD Supplement for Nortel DMS-100/SL-100

Copyright © 2010 Cisco Systems, Inc.

All rights reserved.

iii

Contents

Preface ..................................................................................................

 

vii

1.

Overview .........................................................................................

 

11

 

1.1. DMS100 PG with CompuCALL Link....................................................

12

 

1.1.1.

CCM Matrix Support...................................................................

13

 

1.2. CompuCALL Interface Requirements and Limitations.....................

14

 

1.2.1.

CompuCALL Interface Limitations .............................................

14

 

1.3. Nortel DMS100 Switch Limitations .....................................................

15

2.

Unified ICM Configuration..............................................................

17

 

2.1. Configuring the DMS-100 ACD............................................................

18

 

2.1.1.

Configuring the Peripheral .........................................................

18

 

2.1.2. Configuring the Peripheral Targets ............................................

18

 

2.1.3. Attributing Calls to Unified ICM Routes......................................

18

 

2.2. Services .................................................................................................

18

 

2.3. Skill Groups...........................................................................................

18

 

2.4. Configuring the Agents........................................................................

19

 

2.5. Dialed Numbers ....................................................................................

19

 

2.6. Labels ....................................................................................................

 

19

 

2.7. PG CompuCALL Session Configuration............................................

20

 

2.8. PG CompuCALL X.25 Link Configuration..........................................

21

 

2.9. Peripheral Monitor Configuration of ACD Positions.........................

21

 

2.9.1. Transferring Calls to Non-monitored Devices............................

25

 

2.10. CompuCALL Server ...........................................................................

25

 

2.10.1. Simple Case...............................................................................

26

 

2.10.2. Complex Cases..........................................................................

27

 

2.10.3. Setup Details..............................................................................

29

iv Contents

 

2.11. Support for Walk-Away Reason Codes............................................

37

 

2.12. Object Mapping...................................................................................

38

 

2.12.1. Peripheral...................................................................................

38

 

2.12.2. Peripheral Targets and Routes ..................................................

38

 

2.12.3. Trunk Groups .............................................................................

39

 

2.12.4. Trunks ........................................................................................

39

 

2.12.5. Services .....................................................................................

39

 

2.12.6. Default Peripheral Route............................................................

40

 

2.12.7. Skill Groups................................................................................

41

 

2.12.8. Agent..........................................................................................

42

 

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

42

 

2.12.10.

Dialed Numbers...................................................................

43

 

2.12.11.

Labels..................................................................................

43

 

2.12.12.

Peripheral Monitor Table Entries.........................................

43

 

2.13. Monitoring Agent Skill Group Assignment Change........................

43

3. ACD Configuration – Operation Interface .....................................

45

 

3.1. DMS-100 CompuCALL Interface Specification (Q218) .....................

46

 

3.1.1.

CompuCALL Bandwidth Requirements .....................................

46

 

3.2. Post-Routing .........................................................................................

50

4.

Eicon Card Configuration ..............................................................

51

 

4.1. Eicon Card Configuration Details .......................................................

52

5. Appendix A: DMS100 Switch Datafill Example .............................

55

6.

Index.......................................................................................

 

Index-1

Contents

v

Tables

 

Table 1: CCM Matrix_1 ........................................................................................

13

Table 2: CCM Matrix_2 ........................................................................................

13

Table 3: DMS-100 PG Label Format ...................................................................

20

Table 4: CompuCALL Session Parameters .........................................................

20

Table 5: CompuCALL Link Parameters ...............................................................

21

Table 6: Extension Formats .................................................................................

24

Table 7: Param String Formats............................................................................

25

Table 8: CompuCALL Server Setup Options .......................................................

29

Table 9: ACD Link Setup Options ........................................................................

32

Table 10: Session Object Setup Options .............................................................

33

Table 11: Application Link Setup Options ............................................................

35

Table 12: Application Configuration Options........................................................

36

Table 13: Example of Walk-Away Codes.............................................................

37

Table 14: Unified ICM to DMS-100 Service Mapping ..........................................

40

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

41

Table 16: Unified ICM to DMS-100 Agent Mapping.............................................

42

Table 17: CompuCALL Events to Cisco Agent State Mapping............................

43

Table 18: DMS-100 Switch Capacity ...................................................................

47

Table 19: DMS-100 Switch Statistics Provided by Nortel ....................................

47

Table 20: DMS-100 CompuCALL Message Size.................................................

48

Table 21: DMS-100 Peripheral Gateway Capacity ..............................................

49

Figures

 

Figure 1: CompuCALL Interface with DMS100....................................................

12

Figure 2: Peripheral Monitor Configuration Window ............................................

23

Figure 3: Peripheral Monitor Configuration with Parameter String ......................

24

Figure 4: CompuCALL Session: Simple Case.....................................................

26

Figure 5: CompuCALL Session: Complex Case..................................................

28

Figure 6: CompuCALL Server Setup ...................................................................

29

Figure 7: ACD Link Setup ....................................................................................

31

Figure 8: Session Object Setup ...........................................................................

33

Figure 9: Application X.25 Link Setup..................................................................

35

Figure 10: Application Configuration....................................................................

36