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Cisco Unified ICM ACD
Supplement for Nortel
DMS-100/SL-100
February 2010
Corporate Headquarters
Cisco Systems, Inc.
170 West Tasman Drive
San Jose, CA 95134-1706
USA
HUhttp://www.cisco.comUH
Tel: 408 526-4000
800 553-NETS (64387)
Fax: 408 526-4100
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THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT A
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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 ....................
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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 ...................................................................
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v 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 .....
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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 requ
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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-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
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ix 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: Hhttp://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html Documentation Feedback You can provide comments about this document b
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x Preface x
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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-100 Switch to the Unified ICM PG.
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12 Overview 1.1. DMS100 PG with CompuCALL Link The DMS100 PG can run in simplex or duplex configurations. In a duplex 1 configuration, only one side of the PG will maintain CompuCALLF F 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 2 line. The CompuCALLF F messages, DV-ANSWER-CALL, DV- RELEASE-CALL, DV-HOLD-CALL and
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DMS100 PG with1 C 3o mpuCALL Link 13 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.
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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-100 Commercial Market ABSK is Japan IDC ABSL is Japan NTT ABSM is Others (Australia, Philippines, CALA) LLT is
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Nortel DMS100 1 S 5w itch 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. 15
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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-specific information that may assist you in configuring the PG through the Configuration Manager tools. For detailed information on the Unified ICM Configuration Manager t
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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 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-100 peripheral. If desired, these valu
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19 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 s
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20 Unified ICM Configuration Table 3: DMS-100 PG 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-100 PG on DMS-100 Switch as a host application. Table 4: CompuCALL
