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

February 2010

Corporate Headquarters

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Содержание NORTEL DMS-100

Страница 1: ...ACD Supplement for Nortel DMS 100 SL 100 February 2010 Corporate Headquarters Cisco Systems Inc 170 West Tasman Drive San Jose CA 95134 1706 USA HUhttp www cisco comUH Tel 408 526 4000 800 553 NETS 64387 Fax 408 526 4100 ...

Страница 2: ...ulse Cisco SensorBase Cisco StackPower Cisco StadiumVision Cisco TelePresence Cisco Unified Computing System Cisco WebEx DCE Flip Channels Flip for Good Flip Mino Flipshare Design Flip Ultra Flip Video Flip Video Design Instant Broadband and Welcome to the Human Network are trademarks Changing the Way We Work Live Play and Learn Cisco Capital Cisco Capital Design Cisco Financed Stylized Cisco Stor...

Страница 3: ...Configuring the Peripheral 18 2 1 2 Configuring the Peripheral Targets 18 2 1 3 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 2 9 1 Transferring Calls to Non ...

Страница 4: ...MS 100 Agent State to Cisco Agent State Mapping 42 2 12 10 Dialed Numbers 43 2 12 11 Labels 43 2 12 12 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 3 1 1 CompuCALL Bandwidth Requirements 46 3 2 Post Routing 50 4 Eicon Card Configuration 51 4 1 Eicon Card Co...

Страница 5: ...ICM to DMS 100 Skill Group Mapping 41 Table 16 Unified ICM to DMS 100 Agent Mapping 42 Table 17 CompuCALL Events to Cisco Agent State Mapping 43 Table 18 DMS 100 Switch Capacity 47 Table 19 DMS 100 Switch Statistics Provided by Nortel 47 Table 20 DMS 100 CompuCALL Message Size 48 Table 21 DMS 100 Peripheral Gateway Capacity 49 Figures Figure 1 CompuCALL Interface with DMS100 12 Figure 2 Peripheral...

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Страница 7: ...ied ICM functions as described in the Installation and Setup Guide for Cisco Unified ICM Contact Center Enterprise Hosted Configuration Guide for Cisco Unified ICM Contact Center Enterprise Hosted and Scripting and Media Routing Guide for Cisco Unified ICM Contact Center Enterprise Hosted The reader should also have specific knowledge of the DMS 100 SL 100 Switch Organization Chapter 1 Overview Pr...

Страница 8: ...ans serif type with small caps is used to represent keys on your keyboard for example Press the SHIFT key to select a range of items An arrow indicates an item from a pull down menu For example the Save command from the File menu is referenced as File Save Other Publications For more information on Unified ICM see the following documents Administration Guide for Cisco Unified ICM Contact Center En...

Страница 9: ...iases and general Cisco documents see the monthly What s New in Cisco Product Documentation which also lists all new and revised Cisco technical documentation at Hhttp www cisco com en US docs general whatsnew whatsnew html Documentation Feedback You can provide comments about this document by sending email to the following address ccbu_docfeedback cisco com We appreciate your comments ...

Страница 10: ...x Preface x ...

Страница 11: ...he DMS100 ACD through the CompuCALL Interface For more information about the supported ACD switches see the document Cisco Unified ICM Supported Switches ACDs This chapter describes the hardware and software requirements to connect the Nortel DMS 100 SL 100 Switch to the Unified ICM PG ...

Страница 12: ...XR call event message DV Consult Originated U DV Call Conferenced U and DV Call Transferred that are sent from the DMS 100 switch to allow the DMS 100 PG to build call conference transfer model when the 3WC or CXR key option is data filled on the telephone set Note Since the CompuCALL interface in the release 08 01 does not support Call Conference CNF key it is required that CNF key not be data fi...

Страница 13: ... value for the stream of Switch Computer Application Interface SCAI of the CompuCALL release 08 01 is SCAI10 1 1 1 CCM Matrix Support Since the DMS 100 PG supports up to CCM10 use the following CCMF 1 F Common CM Matrix tables to find out which PLC and PCL the DMS 100 PG supports Table 1 CCM Matrix_1 PLC NA100 APC100 PCL LEC CDN ABSK ABSL ABSM CCM02 02 02 CCM03 03 03 CCM04 04 04 04 00 03 CCM05 05 ...

Страница 14: ...ations For optimized performance and utilization of the Cisco Enterprise Computer telephony Integration CTI solution the CompuCALL software release 09 01 or above has to been loaded on the DMS 100 Switch The CompuCALL software load NA09 allows the DMS100 PIM to know the Agent Skill Group reassignment when the Call Center supervisor re assigns an Agent from one Skill Group to another Skill Group Pl...

Страница 15: ... Limitations 15 15 15 1 3 Nortel DMS100 Switch Limitations If the PIM receives an out of order sequence message in the LOGOUT or NOT_READY state it is due to the inter working of the DMS100 PIM and the Nortel DMS100 switch ...

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Страница 17: ...cts This chapter describes how objects map between the DMS100 ACD and the Unified ICM It also provides DMS100 switch specific information that may assist you in configuring the PG through the Configuration Manager tools For detailed information on the Unified ICM Configuration Manager tools user interface see the Configuration Guide for Cisco Unified ICM Contact Center Enterprise and Hosted ...

Страница 18: ...n 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 2 2 Servi...

Страница 19: ...he DMS100 PG and the DMS100 ACD 2 4 Configuring the Agents See the Agent section X2 12 8X for a discussion of configuring DMS 100 agents in the Unified ICM 2 5 Dialed Numbers See the Dialed Numbers section X2 12 10X for a discussion of configuring dialed numbers for DMS 100 Peripherals in the Unified ICM 2 6 Labels Each destination to which Post Routed calls should be routed should have a label co...

Страница 20: ...that is initiating the logon request BusinessGroupID 6 Integer that identifies your company Your Interexchange Carrier defines this ID NetworkNodeID 40 Integer identifier that specifies the switch that the software will use to communicate This is the switch the host computer connects to via the CompuCALL link Your Interexchange Carrier defines this ID Password BLAZER Is provided by the system admi...

Страница 21: ...e Carrier as the PROTOCOL subfield Each octet is separated by a white space X25 Local Address 02402027 Is X 25 DTE address of the local computer provided by the system administrator X25 Remote Address 00000555 X 25 DTE address of the remote switch provided by the system administrator 2 9 Peripheral Monitor Configuration of ACD Positions To be able to monitor the CompuCALL event messages you must c...

Страница 22: ...he Extension field will be performed by the CompuCALL session n The assignment of the configured CompuCALL session number is optional If you fail to specify session number n for a Primary ACD DN or Secondary DN the DMS 100 PG will evenly distribute DNs over the configured the CompuCALL sessions You can specify whether a Primary ACD DN is CDN in the peripheral monitor table The DMS 100 PG uses this...

Страница 23: ...eral Monitor Configuration of ACD Positions 23 23 23 The peripheral monitor screens for a Primary ACD DN and a Secondary DN from Configure ICM are shown below Figure 2 Peripheral Monitor Configuration Window ...

Страница 24: ...rimary ACD DN assigned to the ACD Group Secondary DN 9136245686 Dial Plan Directory Number of the Secondary DN assigned to the Centrex or Residential line Non digit character Any ASCII character other than digit character 0 9 indicates it is either a Primary ACD DN or a Secondary DN The Param String field allows several different types of input that can be used to specify the CDN CompuCALL session...

Страница 25: ...e conference controller releases the call the system also thinks that the consulted call is still in the QUEUED state regardless of whether the call has actually been transferred and answered 2 10 CompuCALL Server The CompuCALL Server CCS allows a new or existing third party application to share the DMS 100 CompuCALL interface with the software for the purpose of monitoring and or controlling Agen...

Страница 26: ...d party application which includes which application Links are used by the third party application from item 2 above One for the DMS PIM Once the CCS is configured and running the third party application and the DMS PIM can execute the following steps just as they would if connected directly to the DMS 100 1 Create a connection either X 25 SVC or TCP for the application EMT for the PIM 2 Send a Se...

Страница 27: ...dwidth and redundancy purposes The DMS 100 applies DN Associations done by any of the connections to the Session as a whole Monitor messages are split across all of the connections by call all messages for the same call use the same connection so if there are two connections each receives approximately half of all the messages This introduces the concept of a link group In the simple case see 6 1 ...

Страница 28: ...on by comparing the ServiceID with ProxyApplicationID There is no need to configure the ProxyApplicationID for a primary CompuCALL application third party application or DMS 100 PIM Note Although CompuCALL protocol supports a multiple sessions per Compucall Link neither the PIM nor the CCSG supports this configuration 3 Third party application connections to the CCS and CCS connections to the DMS ...

Страница 29: ...hare the same X 25 Port for access to the ACD and at most one can ALSO use this X 25 port for applications Sharing one X 25 Link by two applications is not advised unless connecting to the ACD via an X 25 Packet Switch and via a high speed link Table 8 CompuCALL Server Setup Options Option Name Option Description Value Default Min Max Accept Any Session Not implemented currently Accept Sessions wh...

Страница 30: ... Port Number that is used by third party application and DMS PIM to communicate to CCS CompuCALL Server TCP port assignments follow the following convention Port numbers are of the form 4SFFF where S 0 4 corresponds to CCS1 CCS5 on side A only CCS1 CCS4 currently supported 5 9 corresponds to CCS1 CCS5 on side B only CCS1 CCS4 currently supported FFF customer number 40 030 40030 49770 Displayed ACD...

Страница 31: ...CompuCALL Server 31 31 31 Figure 7 ACD Link Setup ...

Страница 32: ...ponds to labels used in the Session Configuration dialog box s ACD Link IDs check boxes 1 8 Displayed Link Name Link name used in error status messages which reference the link Up to 40 ASCII characters None X25 Port Number EICON X 25 Port number 1 8 None X25 Local Address Not used Up to 14 decimal digits None TCP Port Number DMS 100 switch TCP well known port number 2500 2500 TCP Host Name DMS 10...

Страница 33: ...escription Value Default Min Max CompuCALL Logon Parameters See XTable 10 Session Object Setup OptionsX User Data X 25 SVC call parameter as configured at DMS 100 Four octets each 0 255 separated by spaces None Remote Addr X 25 SVC call parameter destination DTE address as configured at DMS 100 Decimal digits None ...

Страница 34: ...ion Configuration dialog box Yes No No Delay Activation Not implemented currently 0 255 No Delay Logon Not implemented currently 0 255 0 Disable Session No lower priority applications allowed to logon or to remain logged on unless highest priority configured application is logged on Yes No No Force Failover Not implemented currently Enable disable the system s ability to force Host application fai...

Страница 35: ...L Applications See XTable 12 Application Configuration OptionsX Figure 9 Application X 25 Link Setup Table 11 Application Link Setup Options Option Name Option Description Value Default Min Max X25 Link ID ID used in error status messages which reference the link When default is used recommended this corresponds to labels used in the Application Configuration dialog box s X25 Link Ids check boxes ...

Страница 36: ...tion Options Option Name Option Description Value Default Min Max Application Name Name of application for documentation purposes and as it will appear in error status messages ASCII Text none Desired Link Count Desired number of active links The desired number for the Session is the desired number for the active application with the highest priority 1 8 1 Minimum Link Count Minimum number of acti...

Страница 37: ...a DV Agent NotReady U message without walk away code Some Agent activities indicated by the walk away codes need to be included into the Average Handled Time computation The approach is provided to allow use to configure database to support the feature XTable 13X is one example of walk away codes The system configuration is also shown how the walk away codes marked with an X to be included in call...

Страница 38: ...e automatically associated with the current session 2 12 1 Peripheral The Peripheral corresponds to the collection of CompuCALL sessions associated with a BusinessGroupID 2 12 2 Peripheral Targets and Routes Peripheral Targets are the means that the software maps directs calls to Services Skill Groups or Agents A Peripheral Target is specified by a Network Trunk Group and a DNIS pair Each Peripher...

Страница 39: ...the Call is directed to an ACD on a particular Trunk Group with a specific DNIS and or ANI For ACD Routing Clients the Label defines a target on the ACD that performs specific call treatment This could include on or off switch processing of the call The DMS 100 ACD will follow either of these call delivery models When the call arrives to the ACD it is offered to the ACD Group associated with the P...

Страница 40: ...ted with the service of the Primary ACD DN The selection of last four to six digits of the Primary ACD DN or the Supplementary ACD DN has to be unique within Service All in the Configure ICM dialog 2 12 6 Default Peripheral Route If the PG is informed of a call for which there is no Peripheral Configuration PeripheralTarget Route and or Service not configured the call is not tracked This is likely...

Страница 41: ...ription SkillTargetID None Unified ICM SkillTargetID defined by Cisco PeripheralNumber Last four to six digits of Primary ACD DN of the ACD Group Last four to six digits of Dial Plan Directory Number of the Primary ACD DN assigned to the ACD Group Extension Primary ACD DN of the ACD Group Dial Plan Directory Number of the Primary ACD DN assigned to the ACD Group Peripheral Name ACD Group Name Name...

Страница 42: ...amic and occurs when an Agent logs onto an ACD set on the DMS 100 The DMS 100 Agents will be configured dynamically by the DMS 100 PIM based on the Call and Agent events received from the DMS 100 CTI events For those Agents configured in the database the PIM will report to OPC the state transitions with the Agent s configured PeripheralNumber The DMS 100 PIM does not restrict Agents from being con...

Страница 43: ...outed 2 12 11 Labels Labels for the peripheral s routing client correspond to destinations to which calls can be routed Labels can be configured for any number that can be dialed on the switch For example you can configure a label to a Primary ACD DN Supplementary ACD DN or a Secondary DN You can also configure the hostCallData information in labels The DMS 100 PG will send the hostCallData inform...

Страница 44: ... Group re assignment When the DMS100 PG used the DV Appl Stat Qry interface the DMS100 will acknowledge with a DV Agent Status U message for each Agent The DMS100 switch CompuCALL X 25 link with 19 2 kbps can deliver messages for 5 calls second assuming 4 messages per call statistically If the DMS100 PG interrogates the switch with 240 ACD agents configured for Agent Skill Group re assignment ever...

Страница 45: ... Interface was developed to support an applications integration of Voice and Data i e Screen Pop CTI Application The CompuCALL Interface provides an application the capability to monitor call and Agent State transitions along with Post Routing capabilities This chapter describes the operation specifics of the DMS 100 CompuCALL interface ...

Страница 46: ...ndling systems The primary purpose of the Meridian ACD CompuCALL service is to provide the DeskTop CTI Application support of coordinate voice with data CVD The CompuCALL Interface support for coordinated voice and data is accomplished with a set of application services An application service is a group of options for a specific customer application CompuCALL Options are a set of options offered b...

Страница 47: ... associated to one CompuCALL session DNmax 20000 Maximum non ACD DNs associated to one CompuCALL session LinkBD 19 2 kbps CompuCALL link bandwidth kbits sec AcSVCmax 96 Maximum active SVCs per DMS 100 switch Cusmax 81 Maximum customer number per DMS 100 switch Note Nortel recommends only one SVC per CompuCALL link Table 19 DMS 100 Switch Statistics Provided by Nortel Parameter Maximum Value Meanin...

Страница 48: ...SFER_U 59 DV_SET_OFFHOOK_U 44 DV_MAKE_CALL 90 DV_ANSWER_CALL 69 DV_HOLD_CALL 69 DV_RELEASE_CALL 69 DV_UNHOLD_CALL 69 DV_ADD_PARTY 76 DV_CONFERENCE_PARTY 72 DV_TRANSFER_PARTY 60 DV_DROP_PARTY 67 Note The size of each CompuCALL message sent from the switch includes 12 bytes of overhead for X 25 The size of each CompuCALL message sent to the switch by the DMS 100 PG includes 24 bytes of overhead for ...

Страница 49: ...e is DV_CALL_OFFERED_U DV_ANSWER_CALL DV_CALL_ANSERED_U DV_RELEASE_CALL DV_CALL_RELEASED_U DV_SET FEATURE DV_AGENT_NOT_READY_U DV_SET FEATURE DV_AGENT_READY_U By looking up the message length for each CompuCALL message in the XTable 20 DMS 100 CompuCALL Message SizeX TotalBytesPC 98 69 64 69 70 70 45 70 45 600 byte call The designed capacity of the DMS 100 PG is listed as the following Table 21 DM...

Страница 50: ...ility for that ACD Group in the Service Profile for the session of the associated environment 3 The DMS100 switch datafill for post routing support is shown as follow 4 In the SCAISSRV TABLE add ROUTING35 ROUTING CALLRECDC Y Y Y Y Y Y Y Y Y Y CALLREDIR Y Y Y 5 In the SCAIPROF TABLE add ROUTING35 6 In the ACDGRP TABLE add SCAIREDIR 10 0 N for the ACD group 7 Configured the time out that the DMS 100...

Страница 51: ...51 4 Eicon Card Configuration This chapter describes the Eicon Card Configuration ...

Страница 52: ... Packet format Extended X 25 Version 1984 Window size Maximum 7 Default 2 Packet Size Maximum 128 Default 128 4 Select the VC Tab to check entitled Sequential assignment of virtual circuits Number of PVC 0 Number of IVC 0 Number of TVC 4 Number of OVC 0 Note the Value in the Number of TVC must match x in the SVC2WAY x in the DMS100 datafill MPCLINK table if when the DMS100 PIM sends open connectio...

Страница 53: ...Link box unchecked Max Size Frame N1 octets 144 Window K 7 In the Advanced Tab the values displayed should be the following Link Setup Active Sequence Normal Max retry count N2 10 Check Point T1 5000 Ack Delay T2 1200 Idle Probe T3 25000 HDLC X 32 Service Sel NONE Leave GOSIP box unchecked 6 Select the Direct node Enter the following values R1 on DTR on delay 0 DSR on RTS on delay 0 DSR de bouncin...

Страница 54: ...l tool for the X 25 data communications analysis Here are some examples of ECMODULE TRACE with different command line parameters Displays trace information on the X 25 protocol on port 1 ECMODULE TRACE X25 P 1 Displays trace information on the HDLC protocol on port 1 ECMODULE TRACE HDLC P 1 Enable the X25 trace option on port 1 with a trace buffer size of 4096 bytes ECMODULE TRACE X25 P 1 S 4096 C...

Страница 55: ...1 iocct 4 card 8 ioccct 32 3 1X89 must be 1X89BA or BB if running 56K and must match actual card installed 4 DLDFILE can be MPC403AC or MPC003AC Nortel recommends MPC403AC A 2 TABLE MPCLINK LINKKEY LINKALM PRTCLDAT 3 3 Y X2580 0 0 CLKSRCE EXTERNAL L2WINDOW 7 L3WINDOW 7 NODETYPE DTE ELECSPEC V35 L3DATA P128 N2 10 SVCS2WAY 1 SVCDNA 19092502500 5 3 Y X2580 0 0 CLKSRCE EXTERNAL L2WINDOW 7 L3WINDOW 7 N...

Страница 56: ... must match table MPCLINK 3 REMDNA is a 1 15 digit number and must match the X25 Local Address in the Cisco PG A 4 TABLE BGDATA BGID BGXLA OPTIONS LOCAL 624 CUSTGRP CORPCTX N 486 Y 0 0 Notes 1 BGID is Local and a unique number i e LOCAL 624 for 1st BGID is this DMS This must match the Business Group ID assigned in the Cisco PG 2 CUSTGRP name is unique name 3 MBG is Meridian Business Group Set to N...

Страница 57: ...roup ID assigned in the Cisco PG 4 OPTIONS is LINKSET with a list of up to 8 LINKSETS must match the LINKSET s assigned in table SCAICOMS A 6 TABLE SCAISSRV SUBSERV SPROFILE CTXEVENT34 CTXEVENT CALLOFFR Y Y N N Y Y Y N N Y Y Y Y CALLANSWR Y Y Y N N Y Y Y N N Y Y Y CALLREL Y Y Y ACDEVENT34 ACDEVENT CALLQUED Y Y Y Y Y Y Y Y Y N CALLOFFR Y Y Y Y Y Y Y Y Y Y N CALLANSWR Y Y Y Y Y Y Y Y Y Y N CALLREL Y...

Страница 58: ...TY Y Y Y CONFPTY Y DROPPTY Y Y TRANPTY Y SCAIMWTI07 SCAIMWTI MSGWAIT Y Y Y DNQUERY07 DNQUERY DNQUERY Y SCAICC08 SCAICC ANSWCALL RELSCALL Y HOLDCALL UNHOLDCALL CALLUNHELD Y TPCC08 TPCC ANSWCALL RELSCALL Y HOLDCALL UNHOLDCALL CALLUNHELD Y ADDPTY Y Y Y N CONFPTY Y DROPPTY Y Y TRANPTY Y MAKECALL Y Y TPCC09 TPCC CONSULTEV Y CONFEVNT Y TRANSFEREV Y ANSWCALL RELSCALL Y HOLDCALL UNHOLDCALL CALLUNHELD Y AD...

Страница 59: ...LL TPAC LOGINAGT Y Y N LOGOUTAGT Y READYAGT Y NREADYAGT Y Y A 7 TABLE SCAIPROF PROFKEY PROFILE LINKSET1 1 CTXEVENT10 ACDEVENT36 ROUTING35 TPCC09 RESOURCE11 TPAC36 CALLINIT07 SCAI3WC09 SCAIMWTI07 DNQUERY07 SCAICC08 TPQC10 ICCM10 Notes 1 PROFKEY must match LINKSET assigned in table SCAICOMS Also assign a unique SERVICE ID in the range of 0 255 If this is the 1st SCAI Profile us 1 The Service ID must...

Страница 60: ...d based on the needs of Pacific Bell and the Customer 5 The ECM option must be defined A 9 TABLE ACDGRP ACDNAME CUSTGRP ACDRNGTH THROUTE NSROUTE PRIOPRO DBG MAXCQSIZ MAXWAIT ACDMIS MSQS DISTRING OBSWTONE FRCNGTSV OPTIONS COMPUCALL1 CORPCTX 24 IBNRTE 50 IBNRTE 81 0 N 30 1800 Y PERIFR22 PERIKRDC N N NONE N N COMPUCALL2 CORPCTX 24 IBNRTE 79 IBNRTE 79 0 N 0 1800 Y PERIFR22 PERIKRDC N N NONE N N ACDDIS...

Страница 61: ...lay Logon 36 Desired Link Count 39 Disable Session 36 DMS 100 Configuration 22 DV Call Conferenced U 16 Call Transferred 16 Consult Originated U 16 DN Associate Operation 26 E EMT Port 33 Extension 44 F Force Failover 37 L label configuration 23 Link ID 34 Link Name 34 M MDC 50 Minimum Link Count 39 N NetworkNodeID 24 Non digit character 27 NotReady state 22 P PassiveFailover 37 Password 24 PCL 17...

Страница 62: ...oup Assignment Change 18 SkillTargetID 43 44 T TCP Host Name 35 TCP Port 33 TCP Port Number 35 Three way Call 3WC 16 X X25 Link ID 38 X25 Link Name 38 X25 Local Address 25 35 38 X25 Port 25 38 X25 Port Number 34 X25 Remote Address 25 X25 User Data 25 ...

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