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

vii

Preface

Purpose

This document contains the specific information you need to maintain a Nortel DMS-100/SL-100Switch with CompuCALL Interface in a Cisco Unified Intelligent Contact Management (Unified ICM) environment. It is intended to be used as the NortelDMS-100/SL-100Switch-specificcompanion 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 aDMS-100/SL-100Switch and making any necessary adjustments to theDMS-100/SL-100Switch 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-100Switch.

Chapter 2, “Unified ICM Configuration”

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

Chapter 3, “ACD Configuration – Operation Interface”

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

Chapter 4, “Eicon Card Configuration”

viii Preface

Describes the specifics of the Eicon Card Configuration.

Appendix A, “DMS100 Switch Datafill Example”

Provides a Datafill Example on the DMS100 Switch.

Typographic Conventions

This manual uses the following conventions:

Boldface type is used for emphasis; for example: Real-timeinformationis not stored in the central database.

Italic type indicates one of the following:

A newly introduced term; for example:

A skill group is a collection of agents who share similar skills.

A generic syntax item that you must replace with a specific value; for example:

IF (condition,true-value,false-value)

A title of a publication; for example:

For more information see the Database Schema Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted.

Sans serif type with small caps is used to represent keys on your keyboard; for example:

Press the SHIFT key to select a range of items.

An arrow () indicates an item from apull-downmenu. For example, the Save command from the File menu is referenced as FileSave.

Other Publications

For more information on Unified ICM, see the following documents:

Administration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted

Installation and Setup Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted

Configuration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted

Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted

For information on Cisco Network Applications Manager (NAM), see the following documents:

Product Description Guide for Cisco Unified ICM Hosted

Setup and Configuration Guide for Cisco Unified ICM Hosted Edition

Multiple-NAMSetup and Configuration Guide for Cisco Unified ICM Hosted

Preface ix

Obtaining Documentation, Obtaining Support, and Security Guidelines

For information on obtaining documentation, obtaining support, security guidelines, and also recommended aliases and general Cisco documents, see the monthly What's New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at:http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

Documentation Feedback

You can provide comments about this document by sending email to the following address: ccbu_docfeedback@cisco.com

We appreciate your comments.

x Preface

11

1. Overview

The DMS100 Peripheral Gateway (PG) monitors agent and call activity on the DMS100 ACD through the CompuCALL Interface.

For more information about the supported ACD switches, see the document Cisco Unified ICM Supported Switches (ACDs).

This chapter describes the hardware and software requirements to connect the Nortel DMS-100/SL-100Switch to the Unified ICM PG.

12 Overview

1.1. DMS100 PG with CompuCALL Link

The DMS100 PG can run in simplex or duplex configurations. In a duplex configuration, only one side of the PG will maintain CompuCALLF1F X.25 Link or a TCP/IP connection at any given time.

Figure 1: CompuCALL Interface with DMS100

The DMS100 PG can invoke the ANSWER, RELEASE, HOLD and UNHOLD of incoming calls to ACD agent, Centrex line or Residential line. The CompuCALLF2F messages,DV-ANSWER-CALL,DV-RELEASE-CALL,DV-HOLD-CALLandDV-UNHOLD-CALLallow theDMS-100PG to providethird-partycall control service tothird-partyvoice application vendors.

CallsF3F likeThree-wayCall (3WC) or Call Transfer (CXR) call event message,DV-Consult-Originated-U,DV-Call-Conferenced-Uand DV-Call-Transferredthat are sent from theDMS-100switch to allow theDMS-100PG to build call conference/transfer model, when the 3WC or CXR key option, isdata-filledon the telephone set.

Note: Since the CompuCALL interface in the release 08.01 does not support Call Conference (CNF) key, it is required that CNF key not bedata-filledon the telephone set.

1CompuCALL is a protocol that provides a data communications channel between a computer and a switch that allows an operating company to provide coordinated switch-basedservices, to applications residing on a customer's host computer in a cost efficient manner.

2These messages are supported with the CompuCALL interface from release 07.01 onwards.

3These messages are supported with CompuCALL software release 08.01 onwards.

DMS100 PG with CompuCALL Link

13

Configure the ServiceVersion parameter in the DMS-100PG session configuration to receive a correct stream of CompuCALL messages. TheDMS-100PG uses the configured parameter to pass on to the ServiceVersion field in theDV-Application-Log-Onmessage, which will be sent during the application logged on session. The ServiceVersion value uniquely identifies the stream of messages which are corresponding to the appropriate CompuCALL software release.

For example, the ServiceVersion value for the stream of Switch Computer Application Interface (SCAI) of the CompuCALL release 08.01 is: SCAI10.

1.1.1.CCM Matrix Support

Since the DMS-100PG supports up to CCM10, use the following CCM1 (Common CM) Matrix tables to find out which PLC and PCL the DMS100 PG supports.

Table 1: CCM Matrix_1

PLC

NA100

 

 

 

 

APC100

 

 

PCL

LEC

 

CDN

 

ABSK

 

ABSL

 

ABSM

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

CCM02

02

02

 

 

 

 

 

 

 

 

CCM03

03

03

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

CCM04

04

04

 

04

 

00

03

CCM05

05

05

 

02

 

 

 

04

CCM06

06

 

Note 1

 

03

 

01

05

CCM07

07

 

 

 

04

 

 

 

06

CCM08

08

 

 

 

05

 

02

07

CCM09

09

 

 

 

06

 

 

TBD

08/09

CCM10

10

 

 

 

07/08

 

 

TBD

10/11

CCM11

11

 

 

 

 

TBD

 

TBD

 

TBD

Table 2: CCM Matrix_2

PLC

 

EUR100

 

MSL100

 

 

DMS500

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

PCL

 

EUR

 

MSLIVD

 

LLT

 

 

LLDB

CCM02

 

 

 

 

 

 

 

 

 

 

 

CCM03

 

 

 

03

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

CCM04

03

 

04

 

04/05

 

 

04/05

CCM05

04

 

05

 

 

 

 

 

 

1 A CCM is one of several types of Development Release Unit (DRU).

14 Overview

CCM06

05

06

 

 

CCM07

06

 

07

06

CCM08

 

07

08

TBD

CCM09

08

08

09

TBD

CCM10

09

09

10

TBD

CCM11

10

10

11

TBD

Note: 1. Beginning CCM06 CDN & LEC were combined into a single PCL (Product CM Load) stream.

2. Shaded area indicates that the DRU was not implemented for the PCL.

Examples of PCL (Product CM Load) include:

CDN is Canada

LEC is DMS-100/200

MSLDIVD is MS-100Commercial Market

ABSK is Japan IDC

ABSL is Japan NTT

ABSM is Others (Australia, Philippines, CALA)

LLT is DMS-500Local/Long Distance/TOPS

LLDB is DMS-500Local/Long Distance

Examples of PLC (Product Line Center) include:

EUR is Europe

NA is North America

MSL isSL-100

APC is Asian Pacific

DMS-500

1.2. CompuCALL Interface Requirements and Limitations

For optimized performance and utilization of the Cisco Enterprise Computer telephony Integration (CTI) solution, the CompuCALL software release 09.01 or above has to been loaded on the DMS-100Switch.

The CompuCALL software load NA09 allows the DMS100 PIM to know the Agent Skill Group reassignment when the Call Center supervisor reassigns an Agent from one Skill Group to another Skill Group.

Please see the Section, “Monitoring Agent Skill Group Assignment Change”UH, for detailed information about the ability of the DMS100 to monitor Agent Skill Group assignment change.

Note: Install the appropriate patch for CompuCALL software load NA09 or above on the DMS100 Switch to enable it to work properly with DMS100 PG.

1.2.1.CompuCALL Interface Limitations

Any CompuCALL software load below NA09 on the DMS100 Switch does not support the DMS100 PIM ability to monitor Agent Skill Group assignment change.

Nortel DMS100 Switch Limitations

15

1.3. Nortel DMS100 Switch Limitations

If the PIM receives an out of order sequence message in the LOGOUT or NOT_READY state, it is due to the inter-workingof the DMS100 PIM and the Nortel DMS100 switch.

17

2. Unified ICM Configuration

In order to properly configure and maintain the database, you need to understand the relationship between the DMS100 switch database objects and the database objects.

This chapter describes how objects map between the DMS100 ACD and the Unified ICM. It also provides DMS100 switch-specificinformation that may assist you in configuring the PG through the Configuration Manager tools.

For detailed information on the Unified ICM Configuration Manager tools’ user interface, see the Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted.

18 Unified ICM Configuration

2.1. Configuring the DMS-100ACD

To best understand the configuration of the DMS-100ACD, begin with theDMS-100documentation shipped with your switch. The information provided here is meant to supplement and not to replace the Nortel DMS-

100 documentation.

2.1.1.Configuring the Peripheral

The “Configure a PG” option in Configure ICM automatically creates a peripheral object with the appropriate defaults for a DMS-100peripheral. If desired, these values can be modified through the peripheral screen in Configure ICM.

The “Available Holdoff Delay” setting will be used by all Skill Groups for this peripheral that do not explicitly specify a value for the “Available Holdoff Delay” at the Skill Group level.

2.1.2.Configuring the Peripheral Targets

A peripheral target should be configured for each combination of Network Trunk Group and DNIS that can receive ACD calls. Peripheral targets must also be configured for translation routing

2.1.3.Attributing Calls to Unified ICM Routes

For route statistics, the PG attributes calls to the routes by looking for a peripheral target that matches the Trunk Group and DNIS for the call and using the route associated with that peripheral target. If no matching peripheral target is found, then the call is attributed to the default route for the peripheral (if one is configured).

2.2.Services

See the Services sectionX2.12.5X, for specifics about when to configure the Unified ICM services.

2.3. Skill Groups

See the Skill Groups sectionX2.12.7X, for a discussion of when to configure Unified ICM Skill Groups.

The “Available Holdoff Delay” should be set to the value of the Variable WrapUp for this ACD DN. This value is left as “Use Peripheral Default,” then the default value configured for this peripheral will be used.

The DMS-100switch does not strictly associate call WrapUp time with individual calls. TheDMS-100tracks the total time spent by an Agent in the NotReady state. The Average Work Time is calculated as (ACD TalkTime + NotReady Time) / Calls Answered.

The Agent can enter the NotReady state at any time and begin accumulating NotReady Time.

Labels 19

There are two methods Agents can associate WrapUp time with individual calls:

When the Agent issues the NotReady feature (manually or via CompuCALL SetFeature) while active on a call. When the call is completed, the Agent will be placed in the NotReady state.

Through Variable WrapUp feature available on the DMS-100.The Unified ICM does not receive an indication that the Agent is in the NotReady State when the call terminates.

The PIM uses the AvailableHoldoffDelay setting to determine when to place the Agent in the Ready State once the call is released. It is applicable to all calls for the Peripheral or Skill Group. The AvailableHoldoffDelay timer on the DMS100 PG must match the Variable WrapUp for the ACD DN that the agents belong to. If the timer configuration is incorrect, an agent state mismatch occurs between the DMS100 PG and the DMS100 ACD.

2.4. Configuring the Agents

See the Agent sectionX2.12.8X, for a discussion of configuringDMS-100agents in the Unified ICM.

2.5. Dialed Numbers

See the Dialed Numbers sectionX2.12.10X, for a discussion of configuring dialed numbers forDMS-100Peripherals in the Unified ICM.

2.6. Labels

Each destination to which Post Routed calls should be routed should have a label configured with the label string set to the destination as it would be dialed from a phone set. For example, labels may be configured to route calls to a Primary ACD DN, Supplementary ACD DN, or Secondary DN. You can assign dynamic call-relatedinformation, hostCallData in the Unified ICM label configuration. TheDMS-100PG will send hostCallData to the switch; the switch saves the hostCallData, and sends it to another host application in any subsequentswitch-hostmessages. A HostCallData is an octet string of a maximum 10 bytes.

The “Label” filed in Label Configuration dialog under theConfigure ICM application has the following two formats:

20 Unified ICM Configuration

Table 3: DMS-100PG Label Format

Label Format

Example

Meaning

DnnnHnnn

D9136243685H333

DialedDigits for

 

 

redirectDestination is 9136245686.

 

 

HostcallData is 333.

 

 

 

DN

9136245686

DialedDigits for

 

 

redirectDestination is 9136245686.

 

 

HostcallData is of null content.

 

 

 

2.7. PG CompuCALL Session Configuration

This section describes how the PG must be configured through the Setup program to logon DMS-100PG onDMS-100Switch as a host application.

Table 4: CompuCALL Session Parameters

Session

Example

Description

Parameter

 

 

ApplicationID

1

Integer that identifies the software as

 

 

the application that is initiating the

 

 

logon request

 

 

 

BusinessGroupID

6

Integer that identifies your company.

 

 

Your Interexchange Carrier defines

 

 

this ID

 

 

 

NetworkNodeID

40

Integer identifier that specifies the

 

 

switch that the software will use to

 

 

communicate. This is the switch the

 

 

host computer connects to via the

 

 

CompuCALL link. Your Interexchange

 

 

Carrier defines this ID

 

 

 

Password

BLAZER

Is provided by the system

 

 

administrator for security purposes.

 

 

The password corresponds to the

 

 

BusinessGroupID

ServiceID

1

Integer that identifies the application

 

 

context to be set for the session (i.e., a

 

 

service profile containing Application

 

 

Service Options or subsets, as defined

 

 

by your Interexchange Carrier)

ServiceVersion

10 for

Integer that specifies the application

 

SCAI10

level or the signaling version that the

 

 

host application is using

Peripheral Monitor Configuration of ACD Positions

21

If you configure the PG to connect at SCAI-11F1F,irrespective of the SCAI level set on the DMS100 switch, the PG will function with the switch.

There is no specific configuration required on the DMS100 switch to ensure that PG connects with a lower SCAI level set at the PG. The DMS100 switch handles the configuration transparently and autonegotiates the SCAI version (ServiceVersion) with the PG.

2.8. PG CompuCALL X.25 Link Configuration

This section describes how the PG must be configured through the Setup program to talk to the CompuCALL X.25 Link.

Table 5: CompuCALL Link Parameters

X.25 Link Parameter

Example

Description

X25

Port

1

Integer identifier for the X25

 

 

 

card install on the local

 

 

 

computer

 

 

 

 

X25

User Data

0 0 0 0

Four octets of data (each octet

 

 

 

ranging from 0 to 255,

 

 

 

expressed in hexadecimal).

 

 

 

These data are provided by the

 

 

 

Interexchange Carrier as the

 

 

 

PROTOCOL subfield. Each

 

 

 

octet is separated by a white

 

 

 

space

 

 

 

 

X25

Local Address

02402027

Is X.25 DTE address of the

 

 

 

local computer provided by

 

 

 

the system administrator

 

 

 

 

X25

Remote Address

00000555

X.25 DTE address of the

 

 

 

remote switch provided by the

 

 

 

system administrator

 

 

 

 

2.9. Peripheral Monitor Configuration of ACD Positions

To be able to monitor the CompuCALL event messages, you must configure all of your Primary ACD or Secondary DN positions in the peripheral monitor table. The DMS-100Peripheral Gateway will perform a DV_DN_ASSOCIATION for each of the Primary ACD DNs configured in the Peripheral Monitor TableF2F. If theDMS-100PG specifies a Primary ACD DN to be associated with the current session, theDMS-100

1The PG continues to support SCAI-11and no new features that are part of SCAI versions higher thanSCAI-11are supported by the PG.

2All the devices associated in the call need to be monitored by the DMS100 PG, in order to avoid any missing events being missed from the DMS100 to the system. These events could impact system functionalities like call routing, reporting etc.

22 Unified ICM Configuration

PG is informed by the switch of all call and Agent events to that ACD Group. Furthermore, if the ACD Group has one or more Supplementary ACD-DNsassociated with it, then all these Supplementary ACD DNs are automatically associated with the current session. If theDMS-100PG specifies a Secondary DN to be associated with the current session, theDMS-100PG is informed by the switch of all coordinated voice and data delivery events to that Centrex or Residential line.

You may specify the configured CompuCALL session number for a Primary ACD DN or Secondary DN in the Unified ICM peripheral monitor table. The configured CompuCALL session number indicates DV- DN-ASSOCIATEOPERATION for the Primary ACD DN, or Secondary DN in the “Extension” field will be performed by the CompuCALL session n. The assignment of the configured CompuCALL session number is optional. If you fail to specify session number n for a Primary ACD DN or Secondary DN, theDMS-100PG will evenly distribute DNs over the configured the CompuCALL sessions

You can specify whether a Primary ACD DN is CDN in the peripheral monitor table. The DMS-100PG uses this information to callDV-Set-CDN-Stateduring the initialization procedure.

Since an Agent device can be assigned to two lines, ACD and Secondary lines, you need to provide the mapping relationship between the Secondary DN, agent DN, and Agent positionID CDN in the peripheral monitor table.

If an Agent device has only one ACD line, you need to mark the “Extension” field with a non-digitalletter (e.g., &), and specify the address mapping relationship between the Agent DN and the Agent PositionID in the corresponding “Param String” field in the peripheral monitor table.

Peripheral Monitor Configuration of ACD Positions

23

The peripheral monitor screens for a Primary ACD DN and a Secondary

DN from Configure ICM are shown below.

Figure 2: Peripheral Monitor Configuration Window

24 Unified ICM Configuration

Figure 3: Peripheral Monitor Configuration with Parameter String

The “Extension” field is of your Primary ACD DN, Secondary DN, or non-digitcharacter.

Table 6: Extension Formats

Extension

Example

Meaning

Format

 

 

Primary ACD DN

9136243685

Dial Plan Directory Number of the

 

 

Primary ACD-DNassigned to the

 

 

ACD Group.

 

 

 

Secondary DN

9136245686

Dial Plan Directory Number of the

 

 

Secondary DN assigned to the

 

 

Centrex or Residential line.

 

 

 

Non-digitcharacter

&

Any ASCII character other than digit

 

 

character ( 0 – 9 ) indicates it is

 

 

either a Primary ACD-DNor a

 

 

Secondary DN.

 

 

 

The “Param String” field allows several different types of input that can be used to specify the CDN, CompuCALL session number, and the address mapping relationship between the Agent DN and the Agent positionID (see below).

CompuCALL Server

25

The Type field should be set to “ACD DN.”

Several tags in the “Param String” field can be used to specify the CDN, CompuCALL session number, and the address mapping relationship between the Agent DN and the Agent positionID.

Table 7: Param String Formats

Param String

Example

Meaning

Format

 

 

<SN n>

<SN 1>

The configured CompuCALL

 

 

sessions n to be associated to the

 

 

Primary ACD DN, or Secondary

 

 

DN in the “Extension” field

 

 

 

<CDN>

<CDN>

Indicates the Primary ACD DN in

 

 

the “Extensionfiled is a CDN

 

 

 

<DN dn> <ID

<DN 9136243686>

Indicates that an Agent device has

posID>

<ID 3686>

an ACD line with the Agent DN

 

 

dn, and the agent PositionID

 

 

posID.

 

 

 

2.9.1.Transferring Calls to Non-monitoredDevices

If queued calls are transferred to a party that is not a CompuCALL monitored device, the DMS100 does not send a DV-CALL-OFFERED-U,DV-CALL-ANSWERED-Umessage to the system. Without this message from the DMS100, the PIM does not know when the consulted call got offered and answered.

Therefore, when the conference controller releases the call, the system also thinks that the consulted call is still in the QUEUED state regardless of whether the call has actually been transferred and answered.

2.10.CompuCALL Server

The CompuCALL Server (CCS) allows a new or existing third-partyapplication to share theDMS-100CompuCALL interface with the software for the purpose of monitoring and/or controlling Agents and calls for the same Agent positions that the software is monitoring and/or controlling. Although both thethird-partyapplication and software can monitor, only one of them should attempt to control the same Agents or calls.

The CCS is a process typically running on the PG, although it may run on a separate host accessible to the PG via the network. All configurations for the CCS are done during setup—nospecial CCS configuration is needed in configuring the system. TheDMS-100PIM must be configured during its setup to connect to CCS rather than directly to theDMS-100.The thirdparty application must physically connect to CCS (via X.25 or TCP), but otherwise no change needs be made – to all appearance, CCS will be theDMS-100.(TCP support is included in ICM release 3.0 and later.)

26Unified ICM Configuration

2.10.1.Simple Case

In the simplest case, only one CompuCALL Session is configured in the DMS PIM, in the third-partyapplication, in CCS, and at theDMS-100(see diagram below).In this simple case, exactly one connection will be used:

1.Between CCS and the third-partyapplication (X.25 or TCP)

2.Between CCS and the DMS PIM (Cisco proprietary EMT interface)

3.Between CCS and the DMS-100(X.25 or TCP).

Figure 4: CompuCALL Session: Simple Case

In this simple case, which will likely also be the typical case, the CCS setup requires the configuration of the following:

1.One ACD Link of type X.25 or TCP (from CCS to the DMS-100)

2.One application Link of type X.25 or TCP (from CCS to the thirdparty application)

3.One Session – which includes which ACD Links are used by the Session (from item 1 above)

4.Two applications for the Session:

One for the third-partyapplication--which includes which application Links are used by thethird-partyapplication (from item 2 above)

One for the DMS PIM

Once the CCS is configured and running, the third-partyapplication and the DMS PIM can execute the following steps (just as they would if connected directly to theDMS-100):

1.Create a connection (either X.25 SVC or TCP for the application, EMT for the PIM)

2.Send a Session Logon message on the connection

3.DN Associate those Agents or Agent groups to be monitored

When the PIM or the third-partyapplication logon, whichever is first, CCS will establish a connection to theDMS-100and send the logon message to establish a CompuCALL Session with theDMS-100.This Session will be shared by both thethird-partyapplication and the DMS PIM, once both have logged on. TheDMS-100Session will be maintained as long as either thethird-partyapplication or the DMS PIM remains logged on to the CCS. (Generally, either thethird-partyapplication or the PIM can log on first; however, thethird-partyapplication and the PIM can be assigned a

CompuCALL Server

27

priority, and an option exists to block any logon until the highest priority application [or PIM] has logged on, and to force the logout of the lower priority application [or PIM] when the highest priority application [or PIM] logs out).

Once the DMS-100Session is established, the PIM and thethird-partyapplication may send DN Association messages. CCS keeps track of which DNs have been associated so only new associations are sent to theDMS-100.

At this point, CCS knows which DNs have been associated by the thirdparty application and the PIM; and as monitor messages are sent by the DMS-100,CCS forwards them to either or both, depending on which has associated the DN for the message. CCS also keeps track of the InvokeIDs for any control messages or queries sent by thethird-partyapplication or the PIM, so that the response will be sent back to the right place.

2.10.2.Complex Cases

A few complexities of various kinds can be introduced to the simple case:

1.More than one X.25 Link can be configured to the ACD or to the third-partyapplication, and a single CompuCALL Session can span those X.25 Links.

The DMS-100allows multiple connections and logons for the same Session over multiple X.25 Links, both for increased bandwidth and redundancy purposes. TheDMS-100applies DN Associations done by any of the connections to the Session as a whole. Monitor messages are split across all of the connections by call (all messages for the same call use the same connection), so if there are two connections, each receives approximately half of all the messages.

This introduces the concept of a link group. In the simple case (see 6.1), messages sent from the DMS-100to CCS are forwarded on one or both of the connections to thethird-partyapplication or the DMS PIM. The three connections are related, in that they share the same messages. These three connections are called a link group. When multiple X.25 Links are configured to theDMS-100for the same Session, multiple link groups are created in CCS. (See diagram below.) Each link group sees a different set of messages. There is no fixed mapping at configuration time as to which Link from theDMS-100corresponds to which connection to the thirdparty application or PIM, but the total number must match (or must be greater than or equal to the desired number of activelinks—thedesired number of active links for athird-partyapplication is configurable in the CCS setup). For each X.25 Link to theDMS-100,an X.25 Link must be configured to the thirdparty application, and an EMT connection must be configured in the DMS PIM. (Actually, multiple connections can be established over a singlehigh-speedX.25 Link from thethird-party

28 Unified ICM Configuration

application if desired. Each such connection would use a different X.25 Link to the DMS-100).

Figure 5: CompuCALL Session: Complex Case

2.More than one third-partyapplication can be configured for a Session. Each must have a unique ProxyApplicationID configured in CCS to differentiate them. The ServiceID in the CompuCALL session has to be configured in thethird-partyapplication orDMS-100PIM. When they make connections to the CCS, the CCS checks the value of ServerID in the DV_APPL_LOGON message to identify the application by comparing the ServiceID with ProxyApplicationID. There is no need to configure the ProxyApplicationID for a primary CompuCALL application(third-partyapplication orDMS-100PIM).

Note: Although CompuCALL protocol supports a multiple sessions per Compucall Link, neither the PIM nor the CCSG supports this configuration.

3.Third-partyapplication connections to the CCS, and CCS connections to theDMS-100can be any combination of X.25 and TCP. In other words, the CCS connection to theDMS-100can be X.25 at the same timethird-partyapplication #1 uses TCP, whilethird-partyapplication #2 uses X.25. However, the number of connections must match for each Session (as described in 1 above). TheDMS-100switch permits only one TCP connection for the same Session.

CompuCALL Server

29

2.10.3. Setup Details

Figure 6: CompuCALL Server Setup

There are four CompuCALL Servers that may be configured on a single host. Each must use a unique EMT and TCP Socket address. No two CompuCALL Servers can share the same X.25 Port for applications. Two CompuCALL Servers can share the same X.25 Port for access to the ACD (and at most one can ALSO use this X.25 port for applications). Sharing one X.25 Link by two applications is not advised unless connecting to the ACD via an X.25 Packet Switch, and via a high-speedlink.

Table 8: CompuCALL Server Setup Options

 

Option

 

Option Description

 

 

Value

 

 

Default

 

Name

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Min

Max

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Accept Any

 

Not implemented currently.

 

 

Yes/No

 

 

Displayed

 

Session

 

Accept Sessions which are

 

 

 

 

 

 

 

 

 

 

accepted by the DMS-100even if

 

 

 

 

 

 

 

 

 

 

not configured in CCS.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

ServerID

 

Not used.

 

0

 

0

 

0

 

 

 

 

 

 

 

 

 

 

 

30 Unified ICM Configuration

EMT Port

CCS EMT Port Number that is

40029

49769

Displayed

 

used by DMS PIM to

 

 

 

 

communicate to CCS.

 

 

 

 

CompuCALL Server EMT port

 

 

 

 

assignments follow the following

 

 

 

 

convention:

 

 

 

 

Port numbers are of the

 

 

 

 

form 4SFFF where

 

 

 

 

S = 0-4

 

 

 

 

corresponds to CCS1 –

 

 

 

 

CCS5 on side A (only CCS1-

 

 

 

 

CCS4 currently supported)

 

 

 

 

= 5-9

 

 

 

 

corresponds to CCS1 –

 

 

 

 

CCS5 on side B (only CCS1-

 

 

 

 

CCS4 currently supported)

 

 

 

 

FFF = customer number * 40 +

 

 

 

 

029

 

 

 

 

 

 

 

 

TCP Port

CCS TCP Port Number that is

40030

49770

Displayed

 

used by third-partyapplication

 

 

 

 

and DMS PIM to communicate

 

 

 

 

to CCS.

 

 

 

 

CompuCALL Server TCP port

 

 

 

 

assignments follow the following

 

 

 

 

convention:

 

 

 

 

Port numbers are of the

 

 

 

 

form 4SFFF where

 

 

 

 

S = 0-4

 

 

 

 

corresponds to CCS1 –

 

 

 

 

CCS5 on side A (only CCS1-

 

 

 

 

CCS4 currently supported)

 

 

 

 

= 5-9

 

 

 

 

corresponds to CCS1 –

 

 

 

 

CCS5 on side B (only CCS1-

 

 

 

 

CCS4 currently supported)

 

 

 

 

FFF = customer number * 40 +

 

 

 

 

030

 

 

 

 

 

 

 

 

ACD Links

See Table 9: ACD Link Setup Options.

 

 

 

 

 

Application

See Table 11: Application Link Setup Options.

 

X25 Links

 

 

 

 

 

 

CompuCALL

It is recommended that ACD Links and Application Links are

Sessions

set up prior to setting up CompuCALL Sessions.

 

 

 

 

 

 

CompuCALL Server

31

Figure 7: ACD Link Setup

32 Unified ICM Configuration

Table 9: ACD Link Setup Options

 

Option

 

Option Description

 

 

Value

 

 

Default

 

Name

 

 

 

 

 

 

 

 

 

 

 

 

 

Min

Max

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Link ID

 

ID used in error/status messages

 

1

8

 

Displayed

 

 

 

which reference the link. When

 

 

 

 

 

 

 

 

 

default is used (recommended)

 

 

 

 

 

 

 

 

 

this corresponds to labels used

 

 

 

 

 

 

 

 

 

in the “Session Configuration”

 

 

 

 

 

 

 

 

 

dialog box’s “ACD Link IDs”

 

 

 

 

 

 

 

 

 

check boxes.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Link Name

 

Link name used in error/status

 

 

Up to 40

 

None

 

 

 

messages which reference the

 

 

ASCII

 

 

 

 

 

 

link.

 

 

characters.

 

 

 

 

 

 

 

 

 

 

 

 

X25 Port

 

EICON X.25 Port number.

 

1

8

 

None

 

Number

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

X25 Local

 

Not used.

 

 

Up to 14

 

None

 

Address

 

 

 

 

decimal

 

 

 

 

 

 

 

 

digits.

 

 

 

 

 

 

 

 

 

 

 

 

 

TCP Port

 

DMS-100switch TCP well-

 

2500.

 

 

2500

 

Number

 

known port number

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

TCP Host

 

DMS-100switch Host Name

 

 

N/A

 

 

None

 

Name

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

CompuCALL Server

33

Figure 8: Session Object Setup

Table 10: Session Object Setup Options

Option Name

Option Description

Value

 

Default

 

 

Min

Max

 

CompuCALL

See Table 10: Session Object Setup Options.

 

Logon Parameters

 

 

 

 

 

 

 

 

User Data

X.25 SVC call

Four octets (each

None

 

parameter – as

0-255)separated

 

 

configured at DMS-

by spaces.

 

 

100.

 

 

 

 

 

 

 

Remote Addr

X.25 SVC call

Decimal digits

None

 

parameter –

 

 

 

 

destination DTE

 

 

 

 

address as configured

 

 

 

 

at DMS-100.

 

 

 

 

 

 

 

 

34 Unified ICM Configuration

App IDs for

Select those

Yes/No

 

No

Unknown Message

applications that will

 

 

 

 

receive “unknown

 

 

 

 

messages”. Unknown

 

 

 

 

messages are those

 

 

 

 

messages that may be

 

 

 

 

introduced in future

 

 

 

 

versions of the

 

 

 

 

CompuCALL

 

 

 

 

interface. The

 

 

 

 

application ID as it

 

 

 

 

appears in the

 

 

 

 

“CompuCALL

 

 

 

 

Applications” list box

 

 

 

 

of the “Session

 

 

 

 

Configuration” dialog

 

 

 

 

box.

 

 

 

 

 

 

 

 

Delay Activation

Not implemented

0

255

No

 

currently.

 

 

 

 

 

 

 

 

Delay Logon

Not implemented

0

255

0

 

currently.

 

 

 

 

 

 

 

 

Disable Session

No lower priority

Yes/No

 

No

 

applications allowed

 

 

 

 

to logon, or to remain

 

 

 

 

logged on, unless

 

 

 

 

highest priority

 

 

 

 

configured application

 

 

 

 

is logged on.

 

 

 

 

 

 

 

 

Force Failover

Not implemented

Yes/No

 

No

 

currently.

 

 

 

 

Enable/disable the

 

 

 

 

system’s ability to

 

 

 

 

force Host application

 

 

 

 

failover.

 

 

 

 

 

 

 

 

PassiveFailover

Not implemented

Yes/No

 

No

 

currently.

 

 

 

 

Enable/disable duplex

 

 

 

 

CCS Passive Failover.

 

 

 

 

 

 

 

 

 

 

 

CompuCALL Server

35

 

 

 

 

 

 

 

ACD Link IDs

Select those ACD

 

 

 

 

 

Links that will be used

 

 

 

 

 

by this Session. The

 

 

 

 

 

ID is as it appears in

 

 

 

 

 

the “ACD Links” list

 

 

 

 

 

box of the

 

 

 

 

 

“CompuCALL Server

 

 

 

 

 

Properties” dialog box.

 

 

 

 

 

This is the same as the

 

 

 

 

 

“ACD Link ID” of the

 

 

 

 

 

ACD Link

 

 

 

 

 

Configuration dialog

 

 

 

 

 

box ONLY IF the

 

 

 

 

 

default value is used.

 

 

 

 

 

 

 

 

 

 

CompuCALL

See Table 12: Application Configuration Options.

 

 

Applications

 

 

 

 

 

 

 

 

 

 

Figure 9: Application X.25 Link Setup

Table 11: Application Link Setup Options

 

Option

 

Option Description

 

Value

 

 

Default

 

Name

 

 

 

 

 

 

 

 

 

 

 

Min

Max

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

X25 Link ID

 

ID used in error/status

1

8

 

Displayed.

 

 

 

messages which reference the

 

 

 

 

 

 

 

 

link. When default is used

 

 

 

 

 

 

 

 

(recommended) this

 

 

 

 

 

 

 

 

corresponds to labels used in

 

 

 

 

 

 

 

 

the “Application

 

 

 

 

 

 

 

 

Configuration” dialog box’s

 

 

 

 

 

 

 

 

“X25 Link Ids” check boxes.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

X25 Link

 

Name used in all error/status

 

ASCII text (up

 

0

 

Name

 

messages referencing the link.

 

to 40 chars)

 

 

 

 

 

 

 

 

 

 

 

36 Unified ICM Configuration

X25

Port

EICON X.25 port number.

1

 

8

1

 

 

 

 

 

 

 

X25

Local

X.25 DTE address assigned to

Up to 14

 

 

Address

the X.25 Link. Used only for

decimal digits.

 

 

 

documentation purposes when

 

 

 

 

 

 

X.25 Link is attached to X.25

 

 

 

 

 

 

Packet switch.

 

 

 

 

 

 

 

 

 

 

 

Figure 10: Application Configuration

Table 12: Application Configuration Options

Option Name

Option Description

Value

 

Default

 

 

Min

Max

 

Application Name

Name of application for

ASCII Text

none

 

documentation purposes

 

 

 

 

and as it will appear in

 

 

 

 

error/status messages

 

 

 

 

 

 

 

 

Desired Link Count

Desired number of

1

8

1

 

active links. The desired

 

 

 

 

number for the Session

 

 

 

 

is the desired number

 

 

 

 

for the active

 

 

 

 

application with the

 

 

 

 

highest priority.

 

 

 

 

 

 

 

 

Minimum Link Count

Minimum number of

1

8

1

 

active links. In future

 

 

 

 

duplex CCS

 

 

 

 

configurations, this

 

 

 

 

value defines a

 

 

 

 

threshold for failover to

 

 

 

 

duplex CCS.

 

 

 

 

 

 

 

 

 

 

Support for Walk-AwayReason Codes

37

 

 

 

 

 

 

 

 

 

 

Priority

Application Priority

0

255

0

 

 

 

 

(lower number is

 

 

 

 

 

 

 

higher priority).

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Proxy Application ID

Application ID of third-

0

255

0

 

 

 

 

party application and

 

 

 

 

 

 

 

DMS-100PIM. It

 

 

 

 

 

 

 

equals to the ServerID

 

 

 

 

 

 

 

in the CompuCALL

 

 

 

 

 

 

 

application logon

 

 

 

 

 

 

 

message.

 

 

 

 

 

 

 

 

 

 

 

 

 

2.11. Support for Walk-AwayReason Codes

When an ACD Agent hits the NotReady button on an Agent device, the NotReady light will be blinking to indicate that the Agent can enter a walk-awaycode. If the system timer expires, the DMS100 switch sends aDV-Agent-NotReady-Umessage withoutwalk-awaycode.

Some Agent activities indicated by the walk-awaycodes need to be included into the Average Handled Time computation. The approach is provided to allow use to configure database to support the feature.

XTable 13X is one example ofwalk-awaycodes. The system configuration is also shown how thewalk-awaycodes marked with an "X" to be included incall-handletime.

Table 13: Example of Walk-AwayCodes

Walk-AwayCodes

Definition

Include in Call-

handle time

 

 

 

 

 

000

Default (No code)

X

 

 

 

105

Personal Need

 

 

 

 

115

Break

 

 

 

 

130

30 min. lunch

 

 

 

 

145

45 min. lunch

 

 

 

 

160

60 min. lunch

 

 

 

 

190

Approved Leave

 

 

 

 

201

Training

 

 

 

 

202

Administration

 

 

 

 

203

Meeting

 

 

 

 

204

Supervisor

 

 

 

 

301

Wrap-up

X

 

 

 

302

Claim Follow-up

 

 

 

 

38 Unified ICM Configuration

303

Special Claim Follow-up

 

 

 

 

304

Down Mode

 

 

 

 

401

Exceptions

 

 

 

 

402

Determinations

 

 

 

 

403

Special Projects

 

 

 

 

501

Child Support Intercept

 

 

 

 

502

Teletypwriter

 

 

 

 

503

Interpreting

 

 

 

 

-1

Not defined. (wrong code used)

 

 

 

 

2.12. Object Mapping

It is very important to understand the Call Distribution Mode for the DMS100 switch in order to configure the PeripheralTarget, Route and Service and their association.

The Peripheral Gateway performs a DV_DN_ASSOCIATION for each of the Primary ACD DNs configured in the Unified ICM Peripheral Monitor Table. If the PIM specifies a Primary ACD DN to be associated with the current session, the host application is informed by the switch of all calls to that ACD Group. Furthermore, if the ACD Group has one or more Supplementary ACD-DNsassociated with it, then all of the Supplementary ACD DNs are automatically associated with the current session.

2.12.1.Peripheral

The Peripheral corresponds to the collection of CompuCALL sessions associated with a BusinessGroupID.

2.12.2.Peripheral Targets and Routes

Peripheral Targets are the means that the software maps/directs calls to Services, Skill Groups or Agents. A Peripheral Target is specified by a Network Trunk Group and a DNIS pair. Each Peripheral Target is associated with a single Route. A Route is associated with a Target Type (Service, Skill Group, Agent, Translation Route). For accounting purposes, each Route is associated with a Service. It is this mapping that will allow the Peripheral Gateway to define the CallType (Service) when a new call arrives on the DMS-100.

The DNIS configured in the Peripheral Targets must correspond to the Primary or Supplementary ACD DN defined on the DMS-100.The DNIS configured in the Peripheral Targets for the Primary ACD DN is the dialed number of Primary ACD DN, and for the Supplementary ACD DN, it is the dialed number of Supplementary ACD DN.

Object Mapping

39

The configuration of Peripheral Targets for calls associated with Supplementary DNs is required to define the proper call type when the call is offered to the DMS-100.

2.12.3.Trunk Groups

The CTI Links utilized by the DMS-100Peripheral Gateway offer no Trunk level statistics to the customer. Trunk configurations on the DMS100 are treated as a POOL of inbound/outbound resources that are accessible by all Call Types.

2.12.4.Trunks

No trunk information is provided by the CompuCALL Interface. As a result, Trunks need not be entered in the Unified ICM configuration.

2.12.5.Services

The Cisco Service abstraction is defined as “a type of caller need that the peripheral handles” (i.e., Quotes, Sales, Brokerage). The Unified ICM will choose a Service based on the current Routing Script that is scheduled for the dialed number being requested. The Router responds to the Routing Client with the Label, which is specific to the Routing Client Type, which defines how the call is to be treated. For Network Routing Clients, the Call is directed to an ACD on a particular Trunk Group with a specific DNIS and/or ANI. For ACD Routing Clients, the Label defines a target on the ACD that performs specific call treatment. This could include on or off switch processing of the call.

The DMS-100ACD will follow either of these call delivery models. When the call arrives to the ACD, it is offered to the ACD Group associated with the Primary/SupplementaryACD-DNof the call. In both theDMS-100and Unified ICM models, Agent/Skill Groups may be associated with one or more services.

A Service Object has to be configured for each Primary ACD-DNand each SupplementaryACD-DN.

The “Extension” configured in the Service Object must correspond to the Primary or Supplementary ACD DN defined on the DMS-100.The “Extension” configured in the Peripheral Targets for the Primary ACD DN is the dialed number of Primary ACD DN; and for the Supplementary ACD DN, it is the dialed number of Supplementary ACD DN.

The configuration of Service Objects for calls associated with Supplementary DNs are required to define the proper call type when the call is offered to the DMS-100.

Each Service Object has to be associated with a PeripheralTarget and Route object in the system configuration.

40 Unified ICM Configuration

The following table defines the Service Object member mapping used when configuring a Service in the software.

Table 14: Unified ICM to DMS-100Service Mapping

 

Unified ICM

 

DMS-100Service

Description

 

Service

 

 

 

 

 

 

 

 

SkillTargetID

 

none

Unified ICM

 

 

 

 

SkillTargetID

 

 

 

 

defined by Cisco

 

 

 

 

 

 

PeripheralNumber

 

Last four to six digits of Primary

Last four to six

 

 

 

ACD-DNor the Supplementary

digits of Dial Plan

 

 

 

ACD-DN**

Directory Number

 

 

 

 

of the Primary or

 

 

 

 

Supplementary

 

 

 

 

ACD-DN

 

 

 

 

assigned to the

 

 

 

 

ACD Group.

 

 

 

 

 

 

Extension

 

Dial Plan Directory Number of

Dial Plan

 

 

 

Primary ACD-DNif configuring for

Directory Number

 

 

 

a Primary ACD-DNor Dial Plan

of the Primary or

 

 

 

Directory Number of Supplementary

Supplementary

 

 

 

ACD-DNif configuring for a

ACD-DN

 

 

 

Supplementary ACD-DN

assigned to the

 

 

 

 

ACD Group.

 

 

 

 

 

Note: In some customer configurations, the SupplementaryACD-DNcould be associated with the service of the PrimaryACD-DN.

** The selection of last four to six digits of the Primary ACD-DNor the SupplementaryACD-DNhas to be unique within “Service All” in the

Configure ICM dialog.

2.12.6.Default Peripheral Route

If the PG is informed of a call for which there is no Peripheral Configuration (PeripheralTarget/Route and/or Service not configured), the call is not tracked. This is likely to occur when the configuration does not match the configuration defined on the DMS-100.An example of this would be when a customer is not routing all call types handled by the switch, but the CTI Link provides events on all Call Types.

To allow some type of monitoring of calls that have no definitive Route/Service mapping, the software provides the Peripheral Default Route. The Peripheral Default Route provides a place holder to gather statistics on calls that are monitored by the CompuCALL Link, which do not map to the configuration. The software will gather Route/Service statistics associated with these unknown calls along with their Termination Call Details.

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-DNassociated with the call. The Customer can then update the configuration to include thenon-configuredcall 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-100ACD 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 theSkillGroup/DMS-100ACD Group Object member mapping used when configuring a Skill Group in the software.

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

Unified ICM Skill

DMS-100Skill 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-DNof the

Dial Plan Directory

 

ACD Group

Number of the Primary

 

 

ACD-DNassigned to the

 

 

ACD Group.

 

 

 

Extension

Primary ACD-DNof the

Dial Plan Directory

 

ACD Group

Number of the Primary

 

 

ACD-DNassigned 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-DNhas to be unique within “Skill_Group All” in theConfigure ICM dialog.

On the DMS-100,an ACD Group can be assigned one PrimaryACD-DNand up to 16 SupplementaryACD-DNs.Calls arriving with the PrimaryACD-DNare queued to the ACD Group at priority 0 (Highest priority). The SupplementaryACD-DNsassigned to the ACD Groups are given a priority in the range of0-3where 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.

42Unified 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-100Agent Mapping

Unified ICM

DMS-100Agent

Description

Agent

 

 

SkillTargetID

None

Unified ICM SkillTargetID defined

 

 

by Cisco

 

 

 

PeripheralNumber

PositionID

DMS-100Identifier 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-100Agents will be configured dynamically by theDMS-100PIM based on the Call and Agent events received from theDMS-100CTI events. For those Agents configured in the database, the PIM will report to OPC the state transitions with the Agent’s configured PeripheralNumber. TheDMS-100PIM does not restrict Agents from being configured in the database. The Skill Group association for Agents is dynamically assigned from theDMS-100CTI Link events. TheDMS-100supports a single Skill Group assignment per Agent.DMS-100System Administrators have the ability tore-assignan 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-100Agent 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.

 

Monitoring Agent Skill Group Assignment Change

43

 

Table 17: CompuCALL Events to Cisco Agent State Mapping

 

 

 

 

 

 

 

 

DMS-100CompuCALL

Cisco State

 

 

 

State

 

 

 

 

DV_AGENT_LOGIN

AS_LOG_IN

 

 

 

 

 

 

 

 

DV_AGENT_LOGOUT

AS_LOG_OUT

 

 

 

 

 

 

 

 

DV_AGENT_READY

AS_AVAILABLE

 

 

 

 

 

 

 

 

DV_AGENT_NOT_READY

AS_WORK_READY if Walkaway is not

 

 

 

 

specified and

 

 

 

 

AS_NOT_READY not ready if Walkaway is

 

 

 

 

specified.

 

 

 

 

 

 

 

 

DV_CALL_ANSWERED

AS_TALKING

 

 

 

 

 

 

 

 

DV_SET_OFFHOOK-U

AS_TALKING

 

 

 

 

 

 

 

 

DV_CALL_RELEASED

AS_WORK_READY if Variable Wrap-upis

 

 

 

 

configured for this active Skill Group.

 

 

 

 

AS_ AVAILABLE if Variable Wrap-upis

 

 

 

 

not configured for this active Skill Group.

 

 

 

 

 

 

 

2.12.10.Dialed Numbers

Dialed numbers for the peripheral’s routing client correspond to the Primary or Supplementary DN’s on the DMS-100switch that are to be Post Routed.

2.12.11.Labels

Labels for the peripheral’s routing client correspond to destinations to which calls can be routed. Labels can be configured for any number that can be dialed on the switch. For example, you can configure a label to a Primary ACD DN, Supplementary ACD DN, or a Secondary DN. You can also configure the hostCallData information in labels. The DMS-100PG will send the hostCallData information to the switch. The switch sends the hostCallData information to another host application during the one call procedure with the same CallID.

2.12.12.Peripheral Monitor Table Entries

See the section Peripheral Monitor Configuration of ACD Positions

XXXfor relevant details.

2.13.Monitoring Agent Skill Group Assignment Change

In the call center, there is a need for supervisor to reassign an ACD Agent to another ACD group. When the Agent group reassignment happens, the DMS100 switch will not send out any CompuCALL messages to the host

44 Unified ICM Configuration

application to indicate the event. The DMS100 PG uses the DV-Appl-Stat-QryF1F interface to periodically interrogate the DMS100 switch for the all monitored ACD groups to examine whether the Agents have been reassigned from one Skill Group to another Skill Group.

The DV-Appl-Stat-Qryinterface is supported in the CompuCALL software version NA09 or above.

Because of periodical interrogation, the DMS100 PG will not know any Agent Skill Group re-assignmentuntil the next time it interrogates the ACP1000 switch. The interval is controlled by the Windows NT Registry entry, “..\DMS100Data\ Dynamic\AgentGroupChangeTimerResolution”.

The default value for “..\DMS100Data\ Dynamic\AgentGroupChangeTimerResolution” is 0 that virtually disables the DMS100 PG option to periodically interrogate the DMS100 switch.

There is CompuCALL link bandwidth consideration when applying the approach to deal with the Agent Skill Group re-assignment.When the DMS100 PG used theDV-Appl-Stat-Qryinterface, the DMS100 will acknowledge with aDV-Agent-Status-Umessage for each Agent. The DMS100 switch CompuCALL X.25 link with 19.2 kbps can deliver messages for 5 calls/second, assuming 4 messages per call statistically. If the DMS100 PG interrogates the switch with 240 ACD agents configured for Agent Skill Groupre-assignmentevery minute, the DMS100 switch can only deliver the CompuCALL message for 4 calls/second. This is because there are extra 240DV-Agent-Status-Umessages in every minute.

1When a new DN is added in the PMT of the PG explorer, the PIM sends a request to associate with the DMS100 switch. If the DN is successfully associated with the DMS100 switch for the first time, PIM sends the “DV-Appl-Stat-Qry”message to the DMS100 switch. If the switch responds with the error “ACD DN missing,” the PIM tries to associate the DN8504889080 for a second time. As a result, the DMS100 switch responds with an error “DN Already In Set.” Due to this, the DMS100 PIM cycles. This issue is caused due to the incorrect error message sent by the Nortel DMS100 switch.

45

3. ACD Configuration – Operation Interface

The CTI interface supported from the DMS-100is theDMS-100CompuCALL Interface. The CompuCALL Interface was developed to support an applications integration of Voice and Data (i.e., Screen Pop CTI Application). The CompuCALL Interface provides an application the capability to monitor call and Agent State transitions along with Post Routing capabilities. This chapter describes the operation specifics of theDMS-100CompuCALL interface.

46 ACD Configuration – Operation Interface

3.1. DMS-100CompuCALL Interface Specification (Q218)

The DMS-100provides several software options to provide different call processing features. The Automatic Call Distribution (ACD) is a feature package on theDMS-100system that provides an equal distribution of calls to a configured set of answering positions.

The ACD feature allows Agents assigned to positions to answer calls assigned to specific queues. Incoming calls are routed to the relevant queue based on the number dialed. The calls are then answered in priority; First In First Out (FIFO) order by the most idle Agent.

There are two CompuCALL Application Service Options available from the DMS-100:the Meridian ACD CompuCALL Options and the Meridian Digital Centrex (MDC) CompuCALL Option. The Meridian ACD CompuCALL Options relate toDMS-100Centrex lines configured with ACD features (Centrex ACD lines and the voice set support by ACD). The Meridian Digital Centrex (MDC) CompuCALL Options relate to DMS100 lines configured with Meridian Digital Centrex business features.

The Meridian ACD CompuCALL with the Meridian ACD Option allows customers to develop incoming and outgoing ACD call handling systems. The primary purpose of the Meridian ACD CompuCALL service is to provide the DeskTop CTI Application support of coordinate voice with data (CVD).

The CompuCALL Interface support for coordinated voice and data is accomplished with a set of application services. An application service is a group of options for a specific customer application. CompuCALL Options are a set of options offered by the telephone company to a CompuCALL customer. The options available on the DMS-100are the Meridian ACD CompuCALL Option and the Meridian Digital Centrex (MDC) CompuCALL Option.

The MDC CompuCALL Option provides application services to non-ACDlines. The main application of the MDC CompuCALL option is the coordinated voice and data delivery to an end user work station for handling incoming calls.

3.1.1.CompuCALL Bandwidth Requirements

The X.25 bandwidth requirements for the CompuCALL Interface are dependent upon a number of factors. This includes, the Meridian ACD CompuCALL options selected, selected message(s) and their size, Busy Hour Call Rate, number of Agents and their activities, and the number of administrative commands utilized. The following is the bandwidth calculation which can help determine the physical connections required when configuring the DMS-100PG.

Formula 1:

BandWidth (bit/sec)

= CallsPH / 3600 * TotalBytesPC * ByteToBit *

Occu

 

Where: CallsPH

- average calls per hour (call/hour),

DMS-100CompuCALL Interface Specification (Q218)

47

TotalBytesPC

- total bytes per call (byte/call),

 

ByteToBit

- bits in one byte (= 8),

 

Occu

- planed CompuCALL message occupancy of

 

X.25 link (e.g. 60%).

Formula 2:

BandWidth (bit/sec) = CallsPS * TotalBytesPC * ByteToBit * Occu

Where: CallsPS - average calls per second (call/sec).

Table 18: DMS-100Switch Capacity

Parameter

 

Maximum

 

Meaning

 

 

Value

 

 

 

 

 

 

SNmax

96

 

Maximum active CompuCALL sessions

 

 

 

 

per switch

 

 

 

 

SVCmax

8

 

Maximum SVCs per CompuCALL

 

 

 

 

session

 

 

 

 

ACDDNmax

20

 

Maximum ACD Groups associated to

 

 

 

 

one CompuCALL session

 

 

 

 

DNmax

20000

 

Maximum non-ACDDNs associated to

 

 

 

 

one CompuCALL session

 

 

 

 

 

LinkBD

 

19.2 (kbps)

 

CompuCALL link bandwidth (kbits/sec)

 

 

 

 

AcSVCmax

96

 

Maximum active SVCs per DMS-100

 

 

 

 

switch

 

 

 

 

Cusmax

81

 

Maximum customer number per DMS-

 

 

 

 

100 switch

 

 

 

 

 

Note: Nortel recommends only one SVC per CompuCALL link.

Table 19: DMS-100Switch Statistics Provided by Nortel

Parameter

 

Maximum

 

Meaning

 

 

Value

 

 

 

 

 

 

 

 

 

CSLsta

5

 

Statistically estimated maximum calls per

 

 

 

 

second on one active CompuCALL link

 

 

 

 

(Calls/Sec/Link).

 

 

 

 

MSLsta

20

 

Statistically estimated maximum

 

 

 

 

messages per second on one active

 

 

 

 

CompuCALL link (Messages/Sec/Link).

 

 

 

 

BMsta

90

 

Statistically estimated average bytes per

 

 

 

 

CompuCALL messages (Bytes/Message).

 

 

 

 

 

48 ACD Configuration – Operation Interface

Table 20: DMS-100CompuCALL Message Size

Message Type

Bytes

DV_CALL_OFFERED_U

98

 

 

DV_CALL_QUEUED_U

75

 

 

DV_CALL_RELEASED_U

70

 

 

DV_CALL_ANSERED_U

64

 

 

DV_CALL_RECEIVED_U

72

 

 

DV_CALL_REDIRECT

85

 

 

DV_SET-FEATURE

70

 

 

DV_AGENT_READY_U

45

 

 

DV_AGENT_NOT_READY_U

45

 

 

DV_CALL_CONSULT_ORIGINATED_U

60

 

 

DV_CALL_CONFERENCED_U

73

 

 

DV_CALL_TRANSFER_U

59

 

 

DV_SET_OFFHOOK_U

44

 

 

DV_MAKE_CALL

90

 

 

DV_ANSWER_CALL

69

 

 

DV_HOLD_CALL

69

 

 

DV_RELEASE_CALL

69

 

 

DV_UNHOLD_CALL

69

 

 

DV_ADD_PARTY

76

 

 

DV_CONFERENCE_PARTY

72

 

 

DV_TRANSFER_PARTY

60

 

 

DV_DROP_PARTY

67

 

 

Note: The size of each CompuCALL message sent from the switch includes 12 bytes of overhead for X.25. The size of each CompuCALL message sent to the switch by theDMS-100PG includes 24 bytes of overhead for X.25.

There are two ways to calculate TotalBytesPC. The first is to do a calculation based on the statistics data from the XTable 20: DMS-100 CompuCALL Message SizeX.

DMS-100CompuCALL Interface Specification (Q218)

49

Formula 3:

TotalBytesPC = MsgPC * Bmsta

Where: MsgPC - average CompuCALL messages per call (message/call).

The other is to identify typical call scenarios and the most frequently used CompuCALL messages, and obtain the size of these messages from the Table 20: DMS-100 CompuCALL Message Size.

Formula 4:

TotalBytesPC = MsgLen1 + MsgLen2 ¬ + …… + MsgLenn

Where: MsgLeni - is the message length of i-thCompuCALL message in one call (bytes/call).

For example, when a SoftPhone application uses Third Party Call Control (TPCC) and Third Party Agent Control (TPAC) to answer an incoming ACD call, the CompuCALL message sequence is: DV_CALL_OFFERED_U, DV_ANSWER_CALL , DV_CALL_ANSERED_U, DV_RELEASE_CALL, DV_CALL_RELEASED_U, DV_SET-FEATURE,DV_AGENT_NOT_READY_U,DV_SET-FEATURE,DV_AGENT_READY_U.

By looking up the message length for each CompuCALL message in the XTable 20: DMS-100 CompuCALL Message SizeX.

TotalBytesPC = 98 + 69 +64 + 69 + 70 + 70 + 45 + 70 + 45 = 600 (byte/call)

The designed capacity of the DMS-100PG is listed as the following:

Table 21: DMS-100Peripheral Gateway Capacity

Parameter

 

Maximum

 

Meaning

 

 

Value

 

 

 

 

 

 

PGSNmax

8

 

Maximum configured

 

 

 

 

CompuCALL sessions per switch.

 

 

 

 

PGLNmax

8

 

Maximum configured

 

 

 

 

CompuCALL links per

 

 

 

 

CompuCALL session.

 

 

 

 

 

The following formula can help you calculate the required number of the

CompuCALL links.

Formula 5:

TotalLinks = (nSVC * BandWidth ) / LinkBD

Where: TotalLinks - is the required number of CompuCALL links based on call rate, call scenarios, occupancy of link, and etc.

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-Routingusing theDMS-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-Cmessage 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-100allows the PIM to response toDV-CALL-RECEIVED-Cmessage. 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.

51

4. Eicon Card Configuration

This chapter describes the Eicon Card Configuration.

52Eicon Card Configuration

4.1.Eicon Card Configuration Details

1.Select the High-LevelProtocols node. The High Level Protocol selected should be Transport ISO and left as no choice.

2.Select the Port 1 node. Enter the following values:

 

 

Port Name

P1

 

 

 

Number

1

 

 

 

Protocol

X.25

 

 

 

Dialer

Direct

 

3.

Select the X.25 node. Enter the following values:

 

 

 

 

 

 

 

Node type

 

DTE

 

 

 

Packet format

 

Extended

 

 

 

X.25 Version

 

1984

 

 

 

Window size

 

Maximum = 7, Default = 2

 

 

 

Packet Size

 

Maximum = 128, Default = 128

 

4.

Select the VC Tab to check entitled Sequential assignment of virtual

 

circuits.

 

 

 

 

 

 

 

 

 

 

Number of PVC

 

0

 

 

 

Number of IVC

 

0

 

 

 

Number of TVC

 

4

 

 

 

Number of OVC

 

0

 

Note the Value in the Number of TVC must match x in the (SVC2WAY x) in the DMS100 datafill MPCLINK table, if when the DMS100 PIM sends open connection request, the DMS100 switch rejects the connection request with a DIAGONISTC code.

In the Timer Tab

 

T20

180

T21

200

T22

180

T23

180

Idle

0

Acknowledge

10z

Eicon Card Configuration Details

53

Note the T20, T21, T22 and T23 in the Eicon WAN Service configuration usually match the corresponding ones in the DMS100 datafill MPCLINK table.

a.In the Advanced Tab

b.Max retry count N3 3

c.Data link layer HDLC

5.Select the HDLC node. Enter the following values:

a.Check the box entitled FRMR to RRC/RNRC/REJC with P=0

b.Leave the Disable Automatic DTE/DCE Settings for Dialup Link box unchecked

Max Size Frame N1 (octets)

144

Window K

7

In the Advanced Tab, the values displayed should be the following:

 

 

Link Setup

 

 

Active

 

 

Sequence

 

 

Normal

 

 

Max retry count (N2)

 

 

10

 

 

Check Point T1

 

 

5000

 

 

Ack Delay T2

 

 

1200

 

 

Idle Probe T3

 

 

25000

 

 

HDLC X.32 Service Sel.

 

 

NONE

 

 

Leave GOSIP box unchecked

 

 

 

6.

Select the Direct node. Enter the following values:

 

 

 

 

 

 

 

 

R1(on) ->DTR(on) delay

 

0

 

 

DSR(on)->RTS(on)delay

 

 

 

0

 

 

DSR de-bouncingdelay

 

 

 

100

 

 

Max delays for a connection establish.

 

15

7.

Select the Sync icon. Enter the following values:

 

 

 

 

 

 

 

 

 

Line interface

 

Leased

 

 

 

 

Duplex

 

Full

 

 

 

 

Type

 

Point-to-Point

 

 

Modem interface

 

V35/RS232

 

 

 

 

Clocking

 

External

 

 

 

 

Data encoding

 

NRZ

 

 

54 Eicon Card Configuration

Note:

If the WAN Services parameters are changed, the WAN Services must be restarted for the changes to take effect. The following commands are used to restart the WAN Services:

Eccard stop Eccard start.

The ECMODULE TRACE function can be a useful tool for the X.25 data communications analysis. Here are some examples of ECMODULE TRACE with different command line parameters:

Displays trace information on the X.25 protocol on port #1: ECMODULE TRACE X25 /P 1

Displays trace information on the HDLC protocol on port #1: ECMODULE TRACE HDLC /P 1

Enable the X25 trace option on port #1, with a trace buffer size of 4096 bytes:

ECMODULE TRACE X25 /P 1 /S 4096

Clears and resets the X25 trace buffer on port #1: ECMODULE TRACE X25 /P 1 /S 0

55

5.Appendix A: DMS100 Switch Datafill Example

The datafills on DMS100 needs to be configured in order to work with the Unified ICM. The following example depicts the datafill on a DMS100 Switch:

A.1. TABLE: MPC

MPCNO MPCIOC IOCCCT EQ DLDFILE

3 0 28 1X89BB MPC403AC **** CompuCALL Link to Cisco Peripheral Gateway (PG)

5 2 12 1X89BB MPC403AC **** CompuCALL Back-upLink to Cisco PG

Notes:

1.MPCIOC is actual DMS IOC Number (i.e. 0 or 1 or 2 or 3, etc)

2.IOCCCT is in reference to actual IOC Card Number of 1X89 card on IOC Shelf (i.e. card 0 = ioccct 0, card 1 = iocct 4, …..card 8 = ioccct 32)

3.1X89 must be 1X89BA or BB if running 56K and must match actual card installed)

4.DLDFILE can be MPC403AC or MPC003AC (Nortel recommends MPC403AC)

A.2. TABLE: MPCLINK

LINKKEY LINKALM PRTCLDAT

3 3 Y X2580 0 0 (CLKSRCE EXTERNAL) (L2WINDOW 7) (L3WINDOW 7) (NODETYPE DTE) (ELECSPEC V35) (L3DATA P128) (N2 10) (SVCS2WAY 1) $ (SVCDNA 19092502500) $

5 3 Y X2580 0 0 (CLKSRCE EXTERNAL) (L2WINDOW 7) (L3WINDOW 7) (NODETYPE DTE) (ELECSPEC V35) (L3DATA P128) (N2 10) (SVCS2WAY 1) $ (SVCDNA 29092502500) $

Notes:

1.MPCNO must match MPCNO assigned in table MPC

2.LINKNO must be set to 3 when configuration is running 56K

3.Even though the LINKNO is 3 for 56K the cable connected to the back of the IOC Shelf must be physically connected to Link 1. Link 1 is the V35 Link.

56Appendix A: DMS100 Switch Datafill Example

4.ELECSPEC V35 is required when running 56K

5.L2WINDOW= 7, L3WINDOW=7, and N2=10, must be matched in the Cisco PG

6.SVCDNA is a 1-15digit number, and must match the X25 Remote Address in Cisco PG

7.Additional Parameters ---TheseParameters are all DMS defaults and

DO NOT have to be assigned in table MPCLINK.

(L2MODULO = MOD8) (L3MODULO = MOD8) (T1_S = 5)

(T2_S = 3) (T3_S = 25) (T4_S = 10) (T20 = 180) (T21 = 200) (T22 = 180) (T23 = 180) (T25 = 0)

(T26 = 180) (R20 = 1) (R22 = 1) (R23 = 1) (R25 = 0)

A.3. TABLE: SCAICOMS

LINKSET SCAILNKS

LINKSET1 X25 (MPC ( 3 3 10079132410709 0 0 0 0 SVC) (5 3 10079132410707 0 0 0 0 SVC) $) $ MN CR

Notes:

1.LINKSET name is 1-16.

2.MPCNO and MPCLINKNO must match table MPCLINK.

3.REMDNA is a 1-15digit number, and must match the X25 Local Address in the Cisco PG

A.4. TABLE: BGDATA

BGID BGXLA OPTIONS

LOCAL 624 $ (CUSTGRP CORPCTX N 486 Y 0 0) $

Notes:

1.BGID is Local and a unique number (i.e. LOCAL 624, for 1st BGID is this DMS). This must match the Business Group ID assigned in the Cisco PG.

2.CUSTGRP name is unique name.

3.MBG is Meridian Business Group. Set to N if this feature is not turned on.

4.NUMLINES is 486. Specify the number of primary directory numbers in the customer group. (The DMS will override this field automatically with the actual number).

5.INTRAGRP is Y. This means that this customer group is associated with any other customer groups in this DMS. (See feature Customer Group Family)

6.LSCFN is 0. This is a default and means that there is no Line Screening associated with these customer group lines.

TABLE: SCAISSRV

57

7.LSCINCPT is 0. This is a DMS translations pointer to the table IBNTREAT for this customer group and determines where calls would route if blocked via Line Screening. Because Line Screening is not used in this application, this should point to an IBN Treatment that sends the call to Fast Busy (T120).

A.5. TABLE: SCAIGRP

SCAIGNAM PASSWORD NETNODID BGID OPTIONS COMPUCALL_GRP BLAZER 1 LOCAL 624 (LINKSET (LINKSET1) $) $

Notes:

1.PASSWORD is a unique 1-8characters. This must match the password assigned in the Cisco PG.

2.NETNODID is a unique number that must match the Network Node ID assigned in the Cisco PG.

3.BGID is LOCAL 624 and must match the assignment is table BGDATA, and also match the Business Group ID assigned in the Cisco PG.

4.OPTIONS is LINKSET with a list of up to 8 LINKSETS, must match the LINKSET(s) assigned in table SCAICOMS.

A.6. TABLE: SCAISSRV

SUBSERV SPROFILE

CTXEVENT34$ CTXEVENT (CALLOFFR Y Y N N Y Y Y N N Y Y Y Y) (CALLANSWR Y Y Y N N Y Y Y N N Y Y Y) (CALLREL Y Y Y) $

ACDEVENT34$ ACDEVENT (CALLQUED Y Y Y Y Y Y Y Y Y N) (CALLOFFR Y Y Y Y Y Y Y Y Y Y N) (CALLANSWR Y Y Y Y Y Y Y Y Y Y N) (CALLREL Y Y Y Y Y) $

ROUTING34$ ROUTING (CALLRECDC Y Y Y Y Y Y Y Y Y N) (CALLREDIR Y Y Y)$

TPCC34$ TPCC (ADDPTY Y Y Y N) (CONFPTY Y) (DROPPTY Y Y) (TRANPTY Y) (MAKECALL Y Y) $

CTXEVENT35$ CTXEVENT (CALLOFFR Y Y N N Y Y Y N N Y Y Y Y) (CALLANSWR Y Y Y N N Y Y Y N N Y Y Y) (CALLREL Y Y Y) $

ACDEVENT35$ ACDEVENT (CALLQUED Y Y Y Y Y Y Y Y Y Y) (CALLOFFR Y Y Y Y Y Y Y Y Y Y Y) (CALLANSWR Y Y Y Y Y Y Y Y Y Y Y) (CALLREL Y Y Y Y Y) $

ROUTING35$ ROUTING (CALLRECDC Y Y Y Y Y Y Y Y Y Y) (CALLREDIR Y Y Y)$

TPCC35$ TPCC (ADDPTY Y Y Y N) (CONFPTY Y) (DROPPTY Y Y) (TRANPTY Y) (MAKECALL Y Y) $

58 Appendix A: DMS100 Switch Datafill Example

RESOURCE35$ RESOURCE (ACDQUERY )$

ACDEVENT36$ ACDEVENT (CALLQUED Y Y Y Y Y Y Y Y Y Y) (CALLOFFR Y Y Y Y Y Y Y Y Y Y Y) (CALLANSWR Y Y Y Y Y Y Y Y Y Y Y) (CALLREL Y Y Y Y Y) (AGTLGDIN Y Y Y) (AGTLGDOUT Y Y) (AGTREADY Y Y) (AGTNREADY Y Y N) $

TPAC36$ TPAC (LOGINAGT Y Y N) (LOGOUTAGT Y) (READYAGT Y) (NREADYAGT Y N) $

CTXEVENT07$ CTXEVENT (SETOFFHK Y Y) (CALLOFFR Y Y Y Y Y Y Y Y Y Y Y Y Y)

(CALLANSWR Y Y Y Y Y Y Y Y Y Y Y Y Y) (CALLREL Y Y Y) $

RESEVENT07$ RESEVENT (SETOFFHK Y Y) (CALLOFFR Y Y Y Y Y Y Y Y Y Y Y Y Y)

(CALLANSWR Y Y Y Y Y Y Y Y Y Y Y Y Y) (CALLREL Y Y Y) $

CALLINIT07$ CALLINIT (MAKECALL Y Y)$

SCAI3WC07$ SCAI3WC (ADDPTY Y Y Y) (CONFPTY Y) (DROPPTY Y Y) (TRANPTY Y) $

SCAIMWTI07$ SCAIMWTI (MSGWAIT Y Y Y)$

DNQUERY07$ DNQUERY (DNQUERY Y)$

SCAICC08$ SCAICC (ANSWCALL ) (RELSCALL Y) (HOLDCALL ) (UNHOLDCALL ) (CALLUNHELD Y) $

TPCC08$ TPCC (ANSWCALL ) (RELSCALL Y) (HOLDCALL ) (UNHOLDCALL ) (CALLUNHELD Y) (ADDPTY Y Y Y N) (CONFPTY Y) (DROPPTY Y Y) (TRANPTY Y) (MAKECALL Y Y) $

TPCC09$ TPCC (CONSULTEV Y) (CONFEVNT Y) (TRANSFEREV Y) (ANSWCALL ) (RELSCALL Y) (HOLDCALL ) (UNHOLDCALL ) (CALLUNHELD Y) (ADDPTY Y Y Y N) (CONFPTY Y)

(DROPPTY Y Y) (TRANPTY Y) (MAKECALL Y Y) $

SCAI3WC09$ SCAI3WC (CONSULTEV Y) (CONFEVNT Y) (TRANSFEREV Y) (ADDPTY Y Y Y) (CONFPTY Y) (DROPPTY Y Y) (TRANPTY Y) $

TPQC10$ TPQC (ROUTECALL ) ( GIVETRMT ) ( TRMTCOMP )$

ICCM10$ ICCM (SETCDNST )$

CTXEVENT10$ CTXEVENT (SETOFFHK Y Y) (CALLOFFR Y Y Y Y Y Y Y Y Y Y Y Y Y)

(CALLANSWR Y Y Y Y Y Y Y Y Y Y Y Y Y) (CALLREL Y Y Y) (CALLNAME Y Y Y Y Y) $

RESEVENT10$ RESEVENT (SETOFFHK Y Y) (CALLOFFR Y Y Y Y Y Y Y Y Y Y Y Y Y)

TABLE: CUSTNTWK

59

(CALLANSWR Y Y Y Y Y Y Y Y Y Y Y Y Y) (CALLREL Y Y Y) (CALLNAME Y Y Y Y Y) $

ACDEVENT11$ ACDEVENT (CALLQUED Y Y Y Y Y Y Y Y Y Y) (CALLOFFR Y Y Y Y Y Y Y Y Y Y Y) (CALLANSWR Y Y Y Y Y Y Y Y Y Y Y) (CALLREL Y Y Y Y Y) (AGTLGDIN Y Y Y)

(AGTLGDOUT Y Y) (AGTREADY Y Y) (AGTNREADY Y Y N) (LOBEVENT Y Y Y)

(EMKEVENT Y Y Y Y Y Y) $

TPCC11$ TPCC (CONSULTEV Y) (CONFEVNT Y) (TRANSFEREV Y) (ANSWCALL ) (RELSCALL Y) (HOLDCALL ) (UNHOLDCALL ) (CALLUNHELD Y) (ADDPTY Y Y Y Y) (CONFPTY Y)

(DROPPTY Y Y) (TRANPTY Y) (MAKECALL Y Y) $

RESOURCE11$ RESOURCE (ACDQUERY ) (APPSTQRY Y Y Y Y Y)$

ACDEVENT_ALL ACDEVENT (CALLQUED Y Y Y Y Y Y Y Y Y Y) (CALLOFFR Y Y Y Y Y Y Y Y Y Y Y) (CALLANSWR Y Y Y Y Y Y Y Y Y Y Y) (CALLREL Y Y Y Y Y) (AGTLGDIN Y Y Y)

(AGTLGDOUT Y Y) (AGTREADY Y Y) (AGTNREADY Y Y N) $

TPAC36_ALL TPAC (LOGINAGT Y Y N) (LOGOUTAGT Y) (READYAGT

Y) (NREADYAGT Y Y) $

A.7. TABLE: SCAIPROF

PROFKEY PROFILE

LINKSET1 1 (CTXEVENT10$) (ACDEVENT36$) (ROUTING35$) (TPCC09$) (RESOURCE11$) (TPAC36$) (CALLINIT07$) (SCAI3WC09$) (SCAIMWTI07$) (DNQUERY07$) (SCAICC08$) (TPQC10$) (ICCM10$) $

Notes:

1.PROFKEY must match LINKSET assigned in table SCAICOMS. Also assign a unique SERVICE ID in the range of 0-255.If this is the 1st SCAI Profile us 1. The Service ID must match the Service ID assigned in the Cisco PG.

2.PROFILE is a list of valid Sub-ServiceProfile Names from those defined in table SCAISSRV. Enter as manySub-ServiceNames as required by the Cisco PG, provided each belongs to a different Unified ICM Category. (i.e. cannot assign CTXEVENT07 and CTXEVENT10 to the same PROFKEY.) TheSub-ServiceProfile Names determine what messages are associated with the LINKSET and CompuCALL Link.

A.8. TABLE: CUSTNTWK

CUSTNAME NETNAME NETGID DNREVXLA OPTIONS

CORPCTX PUBLIC 10 $ (CLID OFFNET) (ECM ) $

Notes:

60Appendix A: DMS100 Switch Datafill Example

1.This table associates the ECM option with the Customer Group Name.

2.The CUSTNAME must match the name assigned in table BGDATA.

3.The NETGID is a unique number from 1-4096.This number should match is all DMS’s that are associated with this Customer. This must match the Network Note ID assigned in the Cisco PG.

4.The CLID option can be configured based on the needs of Pacific Bell and the Customer.

5.The ECM option must be defined.

A.9. TABLE: ACDGRP

ACDNAME CUSTGRP ACDRNGTH THROUTE NSROUTE PRIOPRO DBG MAXCQSIZ MAXWAIT ACDMIS MSQS DISTRING OBSWTONE FRCNGTSV OPTIONS

COMPUCALL1 CORPCTX 24 IBNRTE 50 IBNRTE 81 0 N 30 1800 Y

PERIFR22 PERIKRDC N $

N NONE N N $

COMPUCALL2 CORPCTX 24 IBNRTE 79 IBNRTE 79 0 N 0 1800 Y PERIFR22 PERIKRDC N

$ N NONE N N (ACDDISP 10) (SCAIREDIR 10 0 N) $

Note:

ACD Groups that need option SCAI Redirect must have SCAIREDIR option assigned. This option is associated with CompuCALL Messages DV_CALL_RECEIVED_C and DV_CALL_REDIRECT.

Index-1

6. Index

A

ACD Link ID, 37

ACD Links, 33

Application Name, 39

Application X25 Links, 33

ApplicationID, 24

Available Holdoff Delay, 22

Average Work Time, 22

B

BusinessGroupID, 24

C

Call Transfer (CXR), 16

CCM (Common CM), 17

CompuCALL Interface, 18 CompuCALL Logon Parameters, 36 CompuCALL messages, 16 CompuCALL Server (CCS), 28 CompuCALL Session, 29 CompuCALL Sessions, 34 CompuCALL SetFeature, 23

CVD, 50

D

Delay Activation, 36

Delay Logon, 36

Desired Link Count, 39

Disable Session, 36

DMS-100Configuration, 22

DV

Call-Conferenced-U,16

Call-Transferred,16

Consult-Originated-U,16

DN-AssociateOperation, 26

E

F

Force Failover, 37

L

label configuration, 23 Link ID, 34

Link Name, 34

M

MDC, 50

Minimum Link Count, 39

N

NetworkNodeID, 24 Non-digitcharacter, 27 NotReady state, 22

P

PassiveFailover, 37 Password, 24 PCL, 17

Peripheral Default, 22 peripheral monitor table, 25 Peripheral Name, 44 Peripheral Target, 41 PeripheralNumber, 43 PLC, 17

Primary ACD DN, 27 Proxy Application ID, 39 ProxyApplicationID, 31

R

Remote Addr, 36

S

EMT Port, 33

Secondary DN, 27

Extension, 44

 

Index-2

ServiceID, 24

 

X

ServiceVersion, 24

 

 

Skill Group Assignment Change, 18

X25

Link ID, 38

SkillTargetID, 43, 44

X25

Link Name, 38

 

X25

Local Address, 25, 35, 38

T

X25

Port, 25, 38

X25

Port Number, 34

 

TCP Host Name, 35

X25

Remote Address, 25

TCP Port, 33

X25

User Data, 25

TCP Port Number, 35

Three-wayCall (3WC), 16