Cisco Cisco Unified Contact Center Enterprise 9.0(4) Technical References

Cisco

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Contents

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2.11. Support for Walk-Away Reason Codes ............................................ 37

2.12. 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

2.13. Monitoring Agent Skill Group Assignment Change........................ 43

3. ACD Configuration – Operation Interface ..................................... 45

3.1. DMS-100 CompuCALL Interface Specification (Q218) ..................... 46

CompuCALL Bandwidth Requirements ..................................... 46

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