Cisco Systems SL-100, DMS-100 User Manual

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

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February 2010

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

10 Cisco Systems, Inc.

iii

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

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

Audience

This document is intended for system managers. The reader should understand Unified ICM functions as described in the Installation and

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

Hosted, and Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted. The reader should also have

specific knowledge of the DMS-100/SL-100 Switch.

Organization

Chapter 1, “Overview”

Chapter 2, “Unified ICM Configuration”

Chapter 3, “ACD Configuration – Operation Interface”

Chapter 4, “Eicon Card Configuration”

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

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

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

viii Preface

Typographic Conventions

Describes the specifics of the Eicon Card Configuration.

Appendix A, “DMS100 Switch Datafill Example”

Provides a Datafill Example on the DMS100 Switch.

This manual uses the following conventions:



Boldface type is used for emphasis; for example: Real-time information is 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



An arrow (→) indicates an item from a pull-down menu. For example, the Save command from the File menu is referenced as File→Save.

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

SHI FT

key to select a range of items.



Setup and Configuration Guide for Cisco Unified ICM Hosted Edition



Multiple-NAM Setup 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

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-100 Switch 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, DVRELEASE-CALL, DV-HOLD-CALL and DV-UNHOLD-CALL allow the DMS-100 PG to provide third-party call control service to third-party voice application vendors.

CallsF3F like Three-way Call (3WC) or Call Transfer (CXR) call event message, DV-Consult-Originated-U, DV-Call-Conferenced-U and DVCall-Transferred that are sent from the DMS-100 switch to allow the DMS-100 PG to build call conference/transfer model, when the 3WC or CXR key option, is data-filled on 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 be data-filled on the telephone set.

CompuCALL is a protocol that provides a data communications channel

between a computer and a switch that allows an operating company to provide coordinated switch-based services, to applications residing on a customer's host computer in a cost efficient manner.

These messages are supported with the CompuCALL interface from release

07.01 onwards.

These messages are supported with CompuCALL software release 08.01

onwards.

DMS100 PG with CompuCALL Link 13

PLC

NA100

APC100

PCL

LEC

CDN

ABSK

ABSL

ABSM

CCM02

CCM03

CCM04

CCM05

CCM06

Note 1

CCM07

04 06

CCM08

08 05

CCM09

09 06

TBD

08/09

CCM10

10 07/08

TBD

10/11

CCM11

11 TBD

TBD

PLC

EUR100

MSL100

DMS500

PCL

EUR

MSLIVD

LLT

LLDB

CCM02

CCM03 03

CCM04

04/05

CCM05

Configure the ServiceVersion parameter in the DMS-100 PG session configuration to receive a correct stream of CompuCALL messages. The DMS-100 PG uses the configured parameter to pass on to the ServiceVersion field in the DV-Application-Log-On message, 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-100 PG supports up to CCM10, use the following CCM (Common CM) Matrix tables to find out which PLC and PCL the DMS100 PG supports.

Table 1: CCM Matrix_1

F1F

Table 2: CCM Matrix_2

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

14 Overview

CCM06

CCM07

06 07

CCM08 07

TBD

CCM09

TBD

CCM10

TBD

CCM11

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-100 Commercial Market ABSK is Japan IDC ABSL is Japan NTT ABSM is Others (Australia, Philippines, CALA) LLT is DMS-500 Local/Long Distance/TOPS LLDB is DMS-500 Local/Long Distance

Examples of PLC (Product Line Center) include:

EUR is Europe NA is North America MSL is SL-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-100 Switch.

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 monitor Agent Skill Group assignment change.

Note: Install the appropriate patch for CompuCALL software load NA09

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.

, for detailed information about the ability of the DMS100 to

or above on the DMS100 Switch to enable it to work properly with DMS100 PG.

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-working of the DMS100 PIM and the Nortel DMS100 switch.

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-specific information 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-100 ACD

To best understand the configuration of the DMS-100 ACD, begin with the DMS-100 documentation shipped with your switch. The information provided here is meant to supplement and not to replace the Nortel DMS100 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-100 peripheral. 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 the Unified ICM services.

2.3. Skill Groups

See the Skill Groups 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-100 switch does not strictly associate call WrapUp time with individual calls. The DMS-100 tracks 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.

section X2.12.5X, for specifics about when to configure

section X2.12.7X, for a discussion of when to

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 agents in the Unified ICM.

section X2.12.8X, for a discussion of configuring DMS-100

2.5. Dialed Numbers

See the Dialed Numbers configuring dialed numbers for DMS-100 Peripherals 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-related information, hostCallData in the Unified ICM label configuration. The DMS-100 PG will send hostCallData to the switch; the switch saves the hostCallData, and sends it to another host application in any subsequent switch-host messages. A HostCallData is an octet string of a maximum 10 bytes.

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

section X2.12.10X, for a discussion of

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