BenutzerhandbuchInhaltsverzeichnisCisco Unified ICM ACD Supplement for Nortel DMS-100/SL-1001Contents3Preface7Chapter 1: Overview11DMS100 PG with CompuCALL Link12CCM Matrix Support13CompuCALL Interface Requirements and Limitations14CompuCALL Interface Limitations14Nortel DMS100 Switch Limitations15Chapter 2: Unified ICM Configuration17Configuring the DMS-100 ACD18Configuring the Peripheral18Configuring the Peripheral Targets18Attributing Calls to Unified ICM Routes18Services18Skill Groups18Configuring the Agents19Dialed Numbers19Labels19PG CompuCALL Session Configuration20PG CompuCALL X.25 Link Configuration21Peripheral Monitor Configuration of ACD Positions21Transferring Calls to Non-monitored Devices25CompuCALL Server25Simple Case26Complex Cases27Setup Details29Support for Walk-Away Reason Codes37Object Mapping38Peripheral38Peripheral Targets and Routes38Trunk Groups39Trunks39Services39Default Peripheral Route40Skill Groups41Agent42DMS-100 Agent State to Cisco Agent State Mapping42Dialed Numbers43Labels43Peripheral Monitor Table Entries43Monitoring Agent Skill Group Assignment Change43Chapter 3: ACD Configuration – Operation Interface45DMS-100 CompuCALL Interface Specification (Q218)46CompuCALL Bandwidth Requirements46Post-Routing50Chapter 4: Eicon Card Configuration51Eicon Card Configuration Details52Appendix A55Index61Größe: 639 KBSeiten: 62Language: EnglishHandbuch öffnen