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Related Manuals for Cisco NORTEL SL-100
Summary of Contents for Cisco NORTEL SL-100
- Page 1 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 h ttp://www.cisco.com Tel: 408 526-4000 800 553-NETS (64387) Fax: 408 526-4100...
- Page 2 IronPort logo, Laser Link, LightStream, Linksys, MeetingPlace, MeetingPlace Chime Sound, MGX, Networkers, Networking Academy, PCNow, PIX, PowerKEY, PowerPanels, PowerTV, PowerTV (Design), PowerVu, Prisma, ProConnect, ROSA, SenderBase, SMARTnet, Spectrum Expert, StackWise, WebEx, and the WebEx logo are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries.
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Page 3: Table Of Contents
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. - Page 4 3.1.1. 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 Dialed Numbers... 43 Labels ... 43 Peripheral Monitor Table Entries... 43...
- Page 5 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 ...
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Page 7: Preface
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. -
Page 8: Typographic Conventions
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. -
Page 9: Documentation Feedback
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... - Page 10 Preface...
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Page 11: Overview
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. -
Page 12: Dms100 Pg With Compucall Link
Note: Since the CompuCALL interface in the release 08.01 does not 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. -
Page 13: Ccm Matrix Support
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. -
Page 14: Compucall Interface Requirements And Limitations
DMS100 PIM ability to monitor Agent Skill Group assignment change. PCL (Product CM Load) stream. 2. Shaded area indicates that the DRU was not implemented for the PCL. or above on the DMS100 Switch to enable it to work properly with DMS100 PG. -
Page 15: Nortel Dms100 Switch Limitations
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. Nortel DMS100 Switch Limitations... -
Page 17: Unified Icm Configuration
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. -
Page 18: Configuring The Dms-100 Acd
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. -
Page 19: Configuring The Agents
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. -
Page 20: Pg Compucall Session Configuration
Label Format DnnnHnnn 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 Session Parameters Session Parameter ApplicationID... -
Page 21: Pg Compucall X.25 Link Configuration
Peripheral Monitor Configuration of ACD Positions If you configure the PG to connect at SCAI-11F 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. - Page 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-DNs associated with it, then all these Supplementary ACD DNs are automatically associated with the current session.
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Page 23: Figure 2: Peripheral Monitor Configuration Window
Peripheral Monitor Configuration of ACD Positions 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: Table 6: Extension Formats
Unified ICM Configuration Figure 3: Peripheral Monitor Configuration with Parameter The “Extension” field is of your Primary ACD DN, Secondary DN, or non-digit character. Table 6: Extension Formats Extension Format Primary ACD DN Secondary DN Non-digit character 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). -
Page 25: Transferring Calls To Non-Monitored Devices
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 <SN n>... -
Page 26: Simple Case
Unified ICM Configuration 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. -
Page 27: Complex Cases
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 established, the PIM and the third-party application may send DN Association messages. -
Page 28: Figure 5: Compucall Session: Complex Case
#1 uses TCP, while third-party application #2 uses X.25. However, the number of connections must match for each Session (as described in 1 above). The DMS-100 switch permits only one TCP connection for the same Session. application if desired. Each such connection would use a different X.25 Link to the DMS-100). -
Page 29: Setup Details
(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-speed link. Table 8: CompuCALL Server Setup Options... - Page 30 Unified ICM Configuration EMT Port TCP Port ACD Links Application X25 Links CompuCALL Sessions CCS EMT Port Number that is 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 –...
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Page 31: Figure 7: Acd Link Setup
CompuCALL Server Figure 7: ACD Link Setup... -
Page 32: Table 9: Acd Link Setup Options
“ACD Link IDs” check boxes. Link name used in error/status messages which reference the link. EICON X.25 Port number. Not used. DMS-100 switch TCP well- known port number DMS-100 switch Host Name Value Default Displayed Up to 40... -
Page 33: Table 10: Session Object Setup Options
Figure 8: Session Object Setup Table 10: Session Object Setup Options Option Name Option Description CompuCALL T able 10: Session Object Setup Options Logon Parameters User Data X.25 SVC call parameter – as configured at DMS- 100. Remote Addr X.25 SVC call parameter –... - Page 34 Unified ICM Configuration App IDs for Unknown Message Delay Activation Delay Logon Disable Session Force Failover PassiveFailover Select those Yes/No applications that will receive “unknown messages”. Unknown messages are those messages that may be introduced in future versions of the CompuCALL interface.
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Page 35: Table 11: Application Link Setup Options
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 O NLY IF... -
Page 36: Table 12: Application Configuration Options
X.25 DTE address assigned to Up to 14 the X.25 Link. Used only for decimal digits. documentation purposes when X.25 Link is attached to X.25 Packet switch. Option Description Value Name of application for ASCII Text documentation purposes and as it will appear in... -
Page 37: Support For Walk-Away Reason 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-away code. If the system timer expires, the DMS100 switch sends a DV-Agent-NotReady-U message without walk-away code. -
Page 38: Object Mapping
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-DNs associated with it, then all of the Supplementary ACD DNs are automatically associated with the current session. -
Page 39: Trunk Groups
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-100 ACD 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/Supplementary ACD-DN of the call. -
Page 40: Default Peripheral Route
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. -
Page 41: Skill Groups
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 include the non-configured call types. -
Page 42: Agent
Unified 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. -
Page 43: Dialed Numbers
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. - Page 44 When 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,”...
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Page 45: Acd Configuration - Operation Interface
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 application the capability to monitor call and Agent State transitions along with Post Routing capabilities. -
Page 46: Dms-100 Compucall Interface Specification (Q218)
ACD Configuration – Operation Interface 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 distribution of calls to a configured set of answering positions. -
Page 47: Table 18: Dms-100 Switch Capacity
Maximum Value ACDDN 20000 LinkBD 19.2 (kbps) AcSVC Note: Nortel recommends only one SVC per CompuCALL link. Table 19: DMS-100 Switch Statistics Provided by Nortel Parameter Maximum Value Meaning Maximum active CompuCALL sessions per switch Maximum SVCs per CompuCALL session... -
Page 48: Table 20: Dms-100 Compucall Message Size
DV_CONFERENCE_PARTY DV_TRANSFER_PARTY DV_DROP_PARTY Note: The size of each CompuCALL message sent from the switch 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. -
Page 49: Table 21: Dms-100 Peripheral Gateway Capacity
TotalLinks = (nSVC * BandWidth ) / LinkBD Where: TotalLinks - is the required number of CompuCALL links based on call rate, call scenarios, occupancy of link, and etc. Meaning Maximum configured CompuCALL sessions per switch. Maximum configured CompuCALL links per CompuCALL session. -
Page 50: Post-Routing
Following are the steps to support Post-Routing using the DMS-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. -
Page 51: Eicon Card Configuration
4. Eicon Card Configuration This chapter describes the Eicon Card Configuration. -
Page 52: Eicon Card Configuration Details
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. - Page 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 Select the HDLC node.
- Page 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: The ECMODULE TRACE function can be a useful tool for the X.25 data communications analysis.
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Page 55: Appendix A: Dms100 Switch Datafill Example
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... - Page 56 Appendix 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 1-15 digit number, and must match the X25 Remote Address in Cisco PG 7.
- Page 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).
- Page 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...
- Page 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)
- Page 60 Appendix 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.
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Page 61: Index
6. Index ACD Link ID, 37 ACD Links, 33 Application Name, 39 Application X25 Links, 33 ApplicationID, 24 Available Holdoff Delay, 22 Average Work Time, 22 BusinessGroupID, 24 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... - Page 62 Index-2 ServiceID, 24 ServiceVersion, 24 Skill Group Assignment Change, 18 SkillTargetID, 43, 44 TCP Host Name, 35 TCP Port, 33 TCP Port Number, 35 Three-way Call (3WC), 16 X25 Link ID, 38 X25 Link Name, 38 X25 Local Address, 25, 35, 38 X25 Port, 25, 38 X25 Port Number, 34 X25 Remote Address, 25...