Page 3 - iii; Contents
iii Contents Preface .................................................................................................. vii 1. Overview ......................................................................................... 11 1.1. DMS100 PG with CompuCALL Link .......................................
Page 5 - Tables
Contents v v v Tables Table 1: CCM Matrix_1 ........................................................................................ 13 Table 2: CCM Matrix_2 ........................................................................................ 13 Table 3: DMS-100 PG Label Format ....................
Page 7 - vii; Preface; Purpose; Installation and; Organization
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 compani...
Page 8 - Typographic Conventions; is not; skill group; Other Publications; Product Description Guide for Cisco Unified ICM Hosted
viii Preface viii 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 i...
Page 9 - Documentation Feedback; We appreciate your comments.
Preface ix ix 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 li...
Page 12 - Overview; Figure 1: CompuCALL Interface with DMS100; CallsF
12 Overview 12 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 CompuCALLF 1 F X.25 Link or a TCP/IP connection at any given time. Figure 1: CompuCALL Interface with DMS100 The DMS100 PG can...
Page 13 - DMS100 PG with CompuCALL Link; PCL
DMS100 PG with CompuCALL Link 13 13 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 wil...
Page 14 - CompuCALL Interface Requirements and Limitations; “Monitoring Agent Skill Group Assignment
14 Overview 14 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 (...
Page 15 - Nortel DMS100 Switch Limitations
Nortel DMS100 Switch Limitations 15 15 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.
Page 17 - Unified ICM Configuration; Configuration Guide for Cisco Unified
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 D...
Page 19 - Labels; Ready State; Agent; Label Configuration
Labels 19 19 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 Wra...
Page 20 - Unified ICM Configuration; Label Format; PG CompuCALL Session Configuration; Table 4: CompuCALL Session Parameters; Example
20 Unified ICM Configuration 20 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 C...
Page 21 - Table 5: CompuCALL Link Parameters; Peripheral Monitor Configuration of ACD Positions
Peripheral Monitor Configuration of ACD Positions 21 21 21 If you configure the PG to connect at SCAI-11F 1 F, 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 wi...
Page 23 - Peripheral Monitor Configuration of ACD Positions; Figure 2: Peripheral Monitor Configuration Window
Peripheral Monitor Configuration of ACD Positions 23 23 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
Page 24 - Figure 3: Peripheral Monitor Configuration with Parameter
24 Unified ICM Configuration 24 Figure 3: Peripheral Monitor Configuration with Parameter String The “Extension” field is of your Primary ACD DN, Secondary DN, or non-digit character. Table 6: Extension Formats Extension Format Example Meaning Primary ACD DN 9136243685 Dial Plan Directory Number of ...
Page 25 - Table 7: Param String Formats
CompuCALL Server 25 25 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 Format...
Page 26 - Figure 4: CompuCALL Session: Simple Case; Two applications for the Session:
26 Unified ICM Configuration 26 2.10.1. Simple Case In the simplest case, only one CompuCALL Session is configured in the DMS PIM, in the third-party application, in CCS, and at the DMS-100 (see diagram below).In this simple case, exactly one connection will be used: 1. Between CCS and the third-par...
Page 27 - CompuCALL Server
CompuCALL Server 27 27 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-100 Session is establis...
Page 28 - Figure 5: CompuCALL Session: Complex Case
28 Unified ICM Configuration 28 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-party application can be configured for a Session. Each must have a unique ProxyApplicationID configured in C...
Page 29 - Figure 6: CompuCALL Server Setup; Option Description
CompuCALL Server 29 29 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 ...
Page 31 - Figure 7: ACD Link Setup
Page 32 - Table 9: ACD Link Setup Options; None
32 Unified ICM Configuration 32 Table 9: ACD Link Setup Options Option Name Option Description Value Default Min Max Link ID ID used in error/status messages which reference the link. When default is used (recommended) this corresponds to labels used in the “Session Configuration” dialog box’s “ACD ...
Page 33 - Figure 8: Session Object Setup
CompuCALL Server 33 33 33 Figure 8: Session Object Setup Table 10: Session Object Setup Options Option Name Option Description Value Default Min Max CompuCALL Logon Parameters See X Table 10: Session Object Setup Options X . User Data X.25 SVC call parameter – as configured at DMS-100. Four octets (...
Page 35 - ONLY IF; Table 11: Application Link Setup Options
CompuCALL Server 35 35 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 U ONLY IF U the default...
Page 36 - Figure 10: Application Configuration
36 Unified ICM Configuration 36 X25 Port EICON X.25 port number. 1 8 1 X25 Local Address X.25 DTE address assigned to the X.25 Link. Used only for documentation purposes when X.25 Link is attached to X.25 Packet switch. Up to 14 decimal digits. Figure 10: Application Configuration Table 12: Applicat...
Page 37 - Support for Walk-Away Reason Codes; Walk-Away Codes Definition
Support for Walk-Away Reason Codes 37 37 37 Priority Application Priority (lower number is higher priority). 0 255 0 Proxy Application ID Application ID of third- party application and DMS-100 PIM. It equals to the ServerID in the CompuCALL application logon message. 0 255 0 2.11. Support for Walk-A...
Page 39 - Object Mapping
Object Mapping 39 39 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-100 Peripheral Gateway offer no Trunk level statistic...
Page 40 - Table 14: Unified ICM to DMS-100 Service Mapping; Description; Configure ICM
40 Unified ICM Configuration 40 The following table defines the Service Object member mapping used when configuring a Service in the software. Table 14: Unified ICM to DMS-100 Service Mapping Unified ICM Service DMS-100 Service Description SkillTargetID none Unified ICM SkillTargetID defined by Cisc...
Page 41 - Table 15: Unified ICM to DMS-100 Skill Group Mapping; ** The selection of last four to six digits of Primary ACD-DN has; Configure
Object Mapping 41 41 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-DN associated with the call. The Customer can then update the configuration to incl...
Page 42 - Table 16: Unified ICM to DMS-100 Agent Mapping; DMS-100 Agent Description
42 Unified ICM Configuration 42 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 i...
Page 43 - Table 17: CompuCALL Events to Cisco Agent State Mapping; Cisco State; See the section; Monitoring Agent Skill Group Assignment Change
Monitoring Agent Skill Group Assignment Change 43 43 43 Table 17: CompuCALL Events to Cisco Agent State Mapping DMS-100 CompuCALL State Cisco 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...
Page 45 - ACD Configuration – Operation Interface
45 3. ACD Configuration – Operation Interface The CTI interface supported from the DMS-100 is the DMS-100 CompuCALL 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 applic...
Page 46 - ACD Configuration – Operation Interface
46 ACD Configuration – Operation Interface 46 3.1. DMS-100 CompuCALL Interface Specification (Q218) The DMS-100 provides several software options to provide different call processing features. The Automatic Call Distribution (ACD) is a feature package on the DMS-100 system that provides an equal dis...
Page 47 - Nortel recommends only one SVC per CompuCALL link.; Table 19: DMS-100 Switch Statistics Provided by Nortel; Parameter
DMS-100 CompuCALL Interface Specification (Q218) 47 47 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: BandW idth (bit/sec) = CallsPS * TotalBytesPC * ByteToBit * Occu Where: CallsPS...
Page 48 - Table 20: DMS-100 CompuCALL Message Size; Message Type
48 ACD Configuration – Operation Interface 48 Table 20: DMS-100 CompuCALL 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_CAL...
Page 49 - The designed capacity of the DMS-100 PG is listed as the following:; Table 21: DMS-100 Peripheral Gateway Capacity
DMS-100 CompuCALL Interface Specification (Q218) 49 49 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 ...
Page 51 - Eicon Card Configuration; This chapter describes the Eicon Card Configuration.
51 4. Eicon Card Configuration This chapter describes the Eicon Card Configuration.
Page 52 - Eicon Card Configuration
52 Eicon Card Configuration 52 4.1. Eicon Card Configuration Details 1. Select the High-Level Protocols 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. Se...
Page 53 - Eicon Card Configuration Details
Eicon Card Configuration Details 53 53 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 followi...
Page 54 - Note; Eccard stop
54 Eicon Card Configuration 54 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 da...
Page 55 - Notes; MPCNO must match MPCNO assigned in table MPC
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 Per...
Page 56 - MPCNO and MPCLINKNO must match table MPCLINK.; CUSTGRP name is unique name.
56 Appendix A: DMS100 Switch Datafill Example 56 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 1-15 digit number, and must match the X25 Remote Address in Cisco PG 7. Additional Parameters ---These Parameters are al...
Page 58 - Appendix A: DMS100 Switch Datafill Example
58 Appendix A: DMS100 Switch Datafill Example 58 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$ TP...
