Cisco Cisco IP Contact Center Release 4.6.2 Technical References
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Unified ICM Configuration
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2.1. Configuring the DMS-100 ACD
To best understand the configuration of the DMS-100 ACD, begin with the
DMS-100 documentation shipped with your switch. The information
provided here is meant to supplement and not to replace the Nortel DMS-
100 documentation.
DMS-100 documentation shipped with your switch. The information
provided here is meant to supplement and not to replace the Nortel DMS-
100 documentation.
2.1.1. Configuring the Peripheral
The “Configure a PG” option in Configure ICM automatically creates a
peripheral object with the appropriate defaults for a DMS-100 peripheral.
If desired, these values can be modified through the peripheral screen in
Configure ICM.
peripheral object with the appropriate defaults for a DMS-100 peripheral.
If desired, these values can be modified through the peripheral screen in
Configure ICM.
The “Available Holdoff Delay” setting will be used by all Skill Groups for
this peripheral that do not explicitly specify a value for the “Available
Holdoff Delay” at the Skill Group level.
this peripheral that do not explicitly specify a value for the “Available
Holdoff Delay” at the Skill Group level.
2.1.2. Configuring the Peripheral Targets
A peripheral target should be configured for each combination of Network
Trunk Group and DNIS that can receive ACD calls. Peripheral targets
must also be configured for translation routing
Trunk Group and DNIS that can receive ACD calls. Peripheral targets
must also be configured for translation routing
2.1.3. Attributing Calls to Unified ICM Routes
For route statistics, the PG attributes calls to the routes by looking for a
peripheral target that matches the Trunk Group and DNIS for the call and
using the route associated with that peripheral target. If no matching
peripheral target is found, then the call is attributed to the default route for
the peripheral (if one is configured).
peripheral target that matches the Trunk Group and DNIS for the call and
using the route associated with that peripheral target. If no matching
peripheral target is found, then the call is attributed to the default route for
the peripheral (if one is configured).
2.2. Services
2.3. Skill Groups
See the Skill Groups section X2.12.7X, for a discussion of when to
configure Unified ICM Skill Groups.
configure Unified ICM Skill Groups.
The “Available Holdoff Delay” should be set to the value of the Variable
WrapUp for this ACD DN. This value is left as “Use Peripheral Default,”
then the default value configured for this peripheral will be used.
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. The Average Work Time is calculated as (ACD
TalkTime + NotReady Time) / Calls Answered.
individual calls. The DMS-100 tracks the total time spent by an Agent in
the NotReady state. The Average Work Time is calculated as (ACD
TalkTime + NotReady Time) / Calls Answered.
The Agent can enter the NotReady state at any time and begin
accumulating NotReady Time.
accumulating NotReady Time.