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NORTEL DMS-100
Cisco NORTEL DMS-100 Manuals
Manuals and User Guides for Cisco NORTEL DMS-100. We have
1
Cisco NORTEL DMS-100 manual available for free PDF download: Supplement Manual
Cisco NORTEL DMS-100 Supplement Manual (62 pages)
Cisco Systems Switch User Manual
Brand:
Cisco
| Category:
Switch
| Size: 0.65 MB
Table of Contents
Table of Contents
3
Preface
7
Other Publications
8
Typographic Conventions
8
Documentation Feedback
9
1 Overview
11
DMS100 PG with Compucall Link
12
Figure 1: Compucall Interface with DMS100
12
CCM Matrix Support
13
Table 1: CCM Matrix_1
13
Table 2: CCM Matrix_2
13
Compucall Interface Requirements and Limitations
14
Compucall Interface Limitations
14
Nortel DMS100 Switch Limitations
15
2 Unified ICM Configuration
17
Configuring the DMS-100 ACD
18
Configuring the Peripheral
18
Configuring the Peripheral Targets
18
Attributing Calls to Unified ICM Routes
18
Services
18
Skill Groups
18
Configuring the Agents
19
Dialed Numbers
19
Labels
19
PG Compucall Session Configuration
20
Table 3: DMS-100 PG Label Format
20
Table 4: Compucall Session Parameters
20
PG Compucall X.25 Link Configuration
21
Peripheral Monitor Configuration of ACD Positions
21
Table 5: Compucall Link Parameters
21
Figure 2: Peripheral Monitor Configuration Window
23
Figure 3: Peripheral Monitor Configuration with Parameter String
24
Table 6: Extension Formats
24
Transferring Calls to Non-Monitored Devices
25
Compucall Server
25
Table 7: Param String Formats
25
Figure 4: Compucall Session: Simple Case
26
Simple Case
26
Complex Cases
27
Figure 5: Compucall Session: Complex Case
28
Figure 6: Compucall Server Setup
29
Setup Details
29
Table 8: Compucall Server Setup Options
29
Figure 7: ACD Link Setup
31
Table 9: ACD Link Setup Options
32
Figure 8: Session Object Setup
33
Table 10: Session Object Setup Options
33
Figure 9: Application X.25 Link Setup
35
Table 11: Application Link Setup Options
35
Figure 10: Application Configuration
36
Table 12: Application Configuration Options
36
Support for Walk-Away Reason Codes
37
Table 13: Example of Walk-Away Codes
37
Object Mapping
38
Peripheral
38
Peripheral Targets and Routes
38
Trunk Groups
39
Trunks
39
Services
39
Default Peripheral Route
40
Table 14: Unified ICM to DMS-100 Service Mapping
40
Skill Groups
41
Table 15: Unified ICM to DMS-100 Skill Group Mapping
41
Agent
42
DMS-100 Agent State to Cisco Agent State Mapping
42
Table 16: Unified ICM to DMS-100 Agent Mapping
42
Dialed Numbers
43
Labels
43
Peripheral Monitor Table Entries
43
Monitoring Agent Skill Group Assignment Change
43
Table 17: Compucall Events to Cisco Agent State Mapping
43
3 ACD Configuration - Operation Interface
45
DMS-100 Compucall Interface Specification (Q218)
46
Compucall Bandwidth Requirements
46
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
Post-Routing
50
4 Eicon Card Configuration
51
Eicon Card Configuration Details
52
5 Appendix A: DMS100 Switch Datafill Example
55
6 Index
61
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