Cisco Systems SL-100 Manuales de usuario

Tabla de contenidos

• Cisco Unified ICM ACD Supplement for Nortel DMS-100/SL-100

  1
• Contents

  3
• Preface

  7
• Chapter 1: Overview

  11
  • DMS100 PG with CompuCALL Link

    12
    • CCM Matrix Support

      13
  • CompuCALL Interface Requirements and Limitations

    14
    • CompuCALL Interface Limitations

      14
  • Nortel DMS100 Switch Limitations

    15
• Chapter 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
  • PG CompuCALL X.25 Link Configuration

    21
  • Peripheral Monitor Configuration of ACD Positions

    21
    • Transferring Calls to Non-monitored Devices

      25
  • CompuCALL Server

    25
    • Simple Case

      26
    • Complex Cases

      27
    • Setup Details

      29
  • Support for Walk-Away Reason Codes

    37
  • Object Mapping

    38
    • Peripheral

      38
    • Peripheral Targets and Routes

      38
    • Trunk Groups

      39
    • Trunks

      39
    • Services

      39
    • Default Peripheral Route

      40
    • Skill Groups

      41
    • Agent

      42
    • DMS-100 Agent State to Cisco Agent State Mapping

      42
    • Dialed Numbers

      43
    • Labels

      43
    • Peripheral Monitor Table Entries

      43
  • Monitoring Agent Skill Group Assignment Change

    43
• Chapter 3: ACD Configuration – Operation Interface

  45
  • DMS-100 CompuCALL Interface Specification (Q218)

    46
    • CompuCALL Bandwidth Requirements

      46
  • Post-Routing

    50
• Chapter 4: Eicon Card Configuration

  51
  • Eicon Card Configuration Details

    52
• Appendix A

  55
• Index

  61