Cisco Systems SL-100 Manual De Usuario

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Contents

Preface .................................................................................................. vii

1. Overview ......................................................................................... 11

1.1. DMS100 PG with CompuCALL Link .................................................... 12

CCM Matrix Support................................................................... 13

1.2. CompuCALL Interface Requirements and Limitations ..................... 14

CompuCALL Interface Limitations ............................................. 14

1.3. Nortel DMS100 Switch Limitations ..................................................... 15

2. Unified ICM Configuration .............................................................. 17

2.1. Configuring the DMS-100 ACD ............................................................ 18

Configuring the Peripheral ......................................................... 18

Configuring the Peripheral Targets ............................................ 18

Attributing Calls to Unified ICM Routes...................................... 18

2.2. Services ................................................................................................. 18

2.3. Skill Groups........................................................................................... 18

2.4. Configuring the Agents ........................................................................ 19

2.5. Dialed Numbers .................................................................................... 19

2.6. Labels .................................................................................................... 19

2.7. PG CompuCALL Session Configuration ............................................ 20

2.8. PG CompuCALL X.25 Link Configuration .......................................... 21

2.9. Peripheral Monitor Configuration of ACD Positions......................... 21

Transferring Calls to Non-monitored Devices ............................ 25

2.10. CompuCALL Server ........................................................................... 25

Simple Case ............................................................................... 26

Complex Cases .......................................................................... 27

Setup Details .............................................................................. 29