Dialed Numbers; Labels; Peripheral Monitor Table Entries; Monitoring Agent Skill Group Assignment Change - Cisco NORTEL SL-100 Supplement Manual

Table 17: CompuCALL Events to Cisco Agent State Mapping

DMS-100 CompuCALL
State
DV_AGENT_LOGIN
DV_AGENT_LOGOUT
DV_AGENT_READY
DV_AGENT_NOT_READY
DV_CALL_ANSWERED
DV_SET_OFFHOOK-U
DV_CALL_RELEASED

2.12.10. Dialed Numbers

Dialed numbers for the peripheral's routing client correspond to the
Primary or Supplementary DN's on the DMS-100 switch that are to be
Post Routed.

2.12.11. Labels

Labels for the peripheral's routing client correspond to destinations to
which calls can be routed. 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. The DMS-100 PG
will send the hostCallData information to the switch. The switch sends the
hostCallData information to another host application during the one call
procedure with the same CallID.

2.12.12. Peripheral Monitor Table Entries

See the section Peripheral Monitor Configuration of ACD Positions
XXXfor relevant details.

2.13. Monitoring Agent Skill Group Assignment Change

In the call center, there is a need for supervisor to reassign an ACD Agent
to another ACD group. When the Agent group reassignment happens, the
DMS100 switch will not send out any CompuCALL messages to the host
Monitoring Agent Skill Group Assignment Change
Cisco State
AS_LOG_IN
AS_LOG_OUT
AS_AVAILABLE
AS_WORK_READY if Walkaway is not
specified and
AS_NOT_READY not ready if Walkaway is
specified.
AS_TALKING
AS_TALKING
AS_WORK_READY if Variable Wrap-up is
configured for this active Skill Group.
AS_ AVAILABLE if Variable Wrap-up is
not configured for this active Skill Group.
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