Cisco Unified ICM ACD Supplement for Nortel DMS-100/SL-100 February 2010 HU Corporate Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.
THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.
iii Contents Preface ..................................................................................................vii 1. Overview .........................................................................................11 1.1. DMS100 PG with CompuCALL Link .................................................... 12 1.1.1. CCM Matrix Support................................................................... 13 1.2. CompuCALL Interface Requirements and Limitations ..................... 14 1.2.1.
iv Contents 2.11. Support for Walk-Away Reason Codes ............................................ 37 2.12. Object Mapping ................................................................................... 38 2.12.1. Peripheral ................................................................................... 38 2.12.2. Peripheral Targets and Routes .................................................. 38 2.12.3. Trunk Groups ............................................................................. 39 2.
v Contents Tables Table 1: CCM Matrix_1 ........................................................................................ 13 Table 2: CCM Matrix_2 ........................................................................................ 13 Table 3: DMS-100 PG Label Format ................................................................... 20 Table 4: CompuCALL Session Parameters ......................................................... 20 Table 5: CompuCALL Link Parameters ..........................
vii Preface Purpose This document contains the specific information you need to maintain a Nortel DMS-100/SL-100 Switch with CompuCALL Interface in a Cisco Unified Intelligent Contact Management (Unified ICM) environment. It is intended to be used as the Nortel DMS-100/SL-100 Switch-specific companion to the Unified ICM documentation set.
viii Preface Describes the specifics of the Eicon Card Configuration. Appendix A, “DMS100 Switch Datafill Example” Provides a Datafill Example on the DMS100 Switch. Typographic Conventions This manual uses the following conventions: Boldface type is used for emphasis; for example: Real-time information is not stored in the central database. Italic type indicates one of the following: A newly introduced term; for example: A skill group is a collection of agents who share similar skills.
ix Preface Obtaining Documentation, Obtaining Support, and Security Guidelines For information on obtaining documentation, obtaining support, security guidelines, and also recommended aliases 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: http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.
x x Preface
1. Overview The DMS100 Peripheral Gateway (PG) monitors agent and call activity on the 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.
Overview 1.1. DMS100 PG with CompuCALL Link The DMS100 PG can run in simplex or duplex configurations. In a duplex configuration, only one side of the PG will maintain CompuCALLF1F X.25 Link or a TCP/IP connection at any given time. Figure 1: CompuCALL Interface with DMS100 The DMS100 PG can invoke the ANSWER, RELEASE, HOLD and UNHOLD of incoming calls to ACD agent, Centrex line or Residential line.
DMS100 PG with13 CompuCALL Link 13 Configure the ServiceVersion parameter in the DMS-100 PG session configuration to receive a correct stream of CompuCALL messages. The DMS-100 PG uses the configured parameter to pass on to the ServiceVersion field in the DV-Application-Log-On message, which will be sent during the application logged on session. The ServiceVersion value uniquely identifies the stream of messages which are corresponding to the appropriate CompuCALL software release.
Overview CCM06 05 CCM07 06 CCM08 06 07 06 07 08 TBD CCM09 08 08 09 TBD CCM10 09 09 10 TBD CCM11 10 10 11 TBD Note: 1. Beginning CCM06 CDN & LEC were combined into a single PCL (Product CM Load) stream. 2. Shaded area indicates that the DRU was not implemented for the PCL.
Nortel DMS100 15 Switch Limitations 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.
2. Unified ICM Configuration In order to properly configure and maintain the database, you need to understand the relationship between the DMS100 switch database objects and the database objects. 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.
Unified ICM Configuration 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 DMS100 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.
Labels 19 There are two methods Agents can associate WrapUp time with individual calls: • When the Agent issues the NotReady feature (manually or via CompuCALL SetFeature) while active on a call. When the call is completed, the Agent will be placed in the NotReady state. • Through Variable WrapUp feature available on the DMS-100. The Unified ICM does not receive an indication that the Agent is in the NotReady State when the call terminates.
Unified ICM Configuration Table 3: DMS-100 PG Label Format Label Format Example Meaning DnnnHnnn D9136243685H333 DialedDigits for redirectDestination is 9136245686. HostcallData is 333. DN 9136245686 DialedDigits for redirectDestination is 9136245686. HostcallData is of null content. 2.7. PG CompuCALL Session Configuration This section describes how the PG must be configured through the Setup program to logon DMS-100 PG on DMS-100 Switch as a host application.
Peripheral Monitor Configuration21of ACD Positions 21 If you configure the PG to connect at SCAI-11F1F, irrespective of the SCAI level set on the DMS100 switch, the PG will function with the switch. There is no specific configuration required on the DMS100 switch to ensure that PG connects with a lower SCAI level set at the PG. The DMS100 switch handles the configuration transparently and autonegotiates the SCAI version (ServiceVersion) with the PG. 2.8. PG CompuCALL X.
Unified ICM Configuration PG is informed by the switch of all call and Agent events to that ACD Group. Furthermore, if the ACD Group has one or more Supplementary ACD-DNs associated with it, then all these Supplementary ACD DNs are automatically associated with the current session. If the DMS-100 PG specifies a Secondary DN to be associated with the current session, the DMS-100 PG is informed by the switch of all coordinated voice and data delivery events to that Centrex or Residential line.
Peripheral Monitor Configuration23of ACD Positions The peripheral monitor screens for a Primary ACD DN and a Secondary DN from Configure ICM are shown below.
Unified ICM Configuration Figure 3: Peripheral Monitor Configuration with Parameter String The “Extension” field is of your Primary ACD DN, Secondary DN, or non-digit character. Table 6: Extension Formats Extension Format Example Meaning Primary ACD DN 9136243685 Dial Plan Directory Number of the Primary 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.
CompuCALL Server 25 The Type field should be set to “ACD DN.” Several tags in the “Param String” field can be used to specify the CDN, CompuCALL session number, and the address mapping relationship between the Agent DN and the Agent positionID.
Unified ICM Configuration 2.10.1. Simple Case In the simplest case, only one CompuCALL Session is configured in the DMS PIM, in the third-party application, in CCS, and at the DMS-100 (see diagram below).In this simple case, exactly one connection will be used: 1. Between CCS and the third-party application (X.25 or TCP) 2. Between CCS and the DMS PIM (Cisco proprietary EMT interface) 3. Between CCS and the DMS-100 (X.25 or TCP).
CompuCALL Server 27 priority, and an option exists to block any logon until the highest priority application [or PIM] has logged on, and to force the logout of the lower priority application [or PIM] when the highest priority application [or PIM] logs out). Once the DMS-100 Session is established, the PIM and the third-party application may send DN Association messages. CCS keeps track of which DNs have been associated so only new associations are sent to the DMS-100.
Unified ICM Configuration application if desired. Each such connection would use a different X.25 Link to the DMS-100). Figure 5: CompuCALL Session: Complex Case 2. More than one third-party application can be configured for a Session. Each must have a unique ProxyApplicationID configured in CCS to differentiate them. The ServiceID in the CompuCALL session has to be configured in the third-party application or DMS-100 PIM.
CompuCALL Server 2.10.3. Setup Details Figure 6: CompuCALL Server Setup There are four CompuCALL Servers that may be configured on a single host. Each must use a unique EMT and TCP Socket address. No two CompuCALL Servers can share the same X.25 Port for applications. Two CompuCALL Servers can share 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.
Unified ICM Configuration EMT Port CCS EMT Port Number that is used by DMS PIM to communicate to CCS.
CompuCALL Server Figure 7: ACD Link Setup 31 31
Unified ICM Configuration Table 9: ACD Link Setup Options 32 Option Name Option Description Link ID Default Value Min Max ID used in error/status messages which reference the link. When default is used (recommended) this corresponds to labels used in the “Session Configuration” dialog box’s “ACD Link IDs” check boxes. 1 8 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.
CompuCALL Server Figure 8: Session Object Setup Table 10: Session Object Setup Options Option Name Option Description Default Value Min Max CompuCALL Logon Parameters See Table 10: Session Object Setup Options. User Data X.25 SVC call parameter – as configured at DMS100. Four octets (each 0-255) separated by spaces. None Remote Addr X.25 SVC call parameter – destination DTE address as configured at DMS-100.
34 Unified ICM Configuration App IDs for Unknown Message Select those applications that will receive “unknown messages”. Unknown messages are those messages that may be introduced in future versions of the CompuCALL interface. The application ID as it appears in the “CompuCALL Applications” list box of the “Session Configuration” dialog box. Yes/No No Delay Activation Not implemented currently. 0 255 No Delay Logon Not implemented currently.
CompuCALL Server ACD Link IDs Select those ACD Links that will be used by this Session. The ID is as it appears in the “ACD Links” list box of the “CompuCALL Server Properties” dialog box. This is the same as the “ACD Link ID” of the ACD Link Configuration dialog box ONLY IF the default value is used. U CompuCALL Applications U See Table 12: Application Configuration Options. X X Figure 9: Application X.
Unified ICM Configuration X25 Port EICON X.25 port number. 1 8 X25 Local Address X.25 DTE address assigned to the X.25 Link. Used only for documentation purposes when X.25 Link is attached to X.25 Packet switch. Up to 14 decimal digits.
Reason Codes Support for Walk-Away Priority Application Priority (lower number is higher priority). 0 255 0 Proxy Application ID Application ID of thirdparty application and DMS-100 PIM. It equals to the ServerID in the CompuCALL application logon message. 0 255 0 37 2.11. Support for Walk-Away Reason Codes When an ACD Agent hits the NotReady button on an Agent device, the NotReady light will be blinking to indicate that the Agent can enter a walk-away code.
Unified ICM Configuration 303 Special Claim Follow-up 304 Down Mode 401 Exceptions 402 Determinations 403 Special Projects 501 Child Support Intercept 502 Teletypwriter 503 Interpreting -1 Not defined. (wrong code used) 2.12. Object Mapping It is very important to understand the Call Distribution Mode for the DMS100 switch in order to configure the PeripheralTarget, Route and Service and their association.
Object Mapping 39 The configuration of Peripheral Targets for calls associated with Supplementary DNs is required to define the proper call type when the call is offered to the DMS-100. 2.12.3. Trunk Groups The CTI Links utilized by the DMS-100 Peripheral Gateway offer no Trunk level statistics to the customer. Trunk configurations on the DMS100 are treated as a POOL of inbound/outbound resources that are accessible by all Call Types. 2.12.4.
Unified ICM Configuration The following table defines the Service Object member mapping used when configuring a Service in the software.
Object Mapping 41 From the Termination Call Details of the call associated with the Peripheral Default Route, the customer can track down the unknown call types. The Termination Call Detail will provide the ACD-DN associated with the call. The Customer can then update the configuration to include the non-configured call types. 2.12.7. Skill Groups The Cisco Skill Group abstraction is defined as “a collection of Agents that share a common set of skills.
Unified ICM Configuration 2.12.8. Agent The Agent Object is made up of the following fields: a SkillTargetID, a Peripheral Number, an Extension Number, a State, a list of active Skill Group assignments, and a First and Last Name. From the Unified ICM perspective, the Agent Object is uniquely identified by the SkillTargetID. The SkillTargetID allows for the Router to target a specific call to an Agent (Not Currently Implemented).
Monitoring Agent Skill Group Assignment Change 43 Table 17: CompuCALL Events to Cisco Agent State Mapping DMS-100 CompuCALL State Cisco State DV_AGENT_LOGIN AS_LOG_IN DV_AGENT_LOGOUT AS_LOG_OUT DV_AGENT_READY AS_AVAILABLE DV_AGENT_NOT_READY AS_WORK_READY if Walkaway is not specified and AS_NOT_READY not ready if Walkaway is specified. DV_CALL_ANSWERED AS_TALKING DV_SET_OFFHOOK-U AS_TALKING DV_CALL_RELEASED AS_WORK_READY if Variable Wrap-up is configured for this active Skill Group.
Unified ICM Configuration application to indicate the event. The DMS100 PG uses the DV-Appl-StatQryF1F interface to periodically interrogate the DMS100 switch for the all monitored ACD groups to examine whether the Agents have been reassigned from one Skill Group to another Skill Group. The DV-Appl-Stat-Qry interface is supported in the CompuCALL software version NA09 or above.
3. ACD Configuration – Operation Interface The CTI interface supported from the DMS-100 is the DMS-100 CompuCALL Interface. The CompuCALL 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.
ACD Configuration – Operation Interface 3.1. DMS-100 CompuCALL Interface Specification (Q218) The DMS-100 provides several software options to provide different call processing features. The Automatic Call Distribution (ACD) is a feature package on the DMS-100 system that provides an equal distribution of calls to a configured set of answering positions. The ACD feature allows Agents assigned to positions to answer calls assigned to specific queues.
DMS-100 CompuCALL Interface Specification (Q218) TotalBytesPC ByteToBit Occu X.25 link (e.g. 60%). - total bytes per call (byte/call), - bits in one byte (= 8), - planed CompuCALL message occupancy of Formula 2: BandWidth (bit/sec) = CallsPS * TotalBytesPC * ByteToBit * Occu Where: CallsPS - average calls per second (call/sec).
ACD Configuration – Operation Interface Table 20: DMS-100 CompuCALL Message Size Message Type Bytes DV_CALL_OFFERED_U 98 DV_CALL_QUEUED_U 75 DV_CALL_RELEASED_U 70 DV_CALL_ANSERED_U 64 DV_CALL_RECEIVED_U 72 DV_CALL_REDIRECT 85 DV_SET-FEATURE 70 DV_AGENT_READY_U 45 DV_AGENT_NOT_READY_U 45 DV_CALL_CONSULT_ORIGINATED_U 60 DV_CALL_CONFERENCED_U 73 DV_CALL_TRANSFER_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
DMS-100 CompuCALL Interface Specification (Q218) Formula 3: TotalBytesPC = MsgPC * Bmsta Where: MsgPC - average CompuCALL messages per call (message/call). The other is to identify typical call scenarios and the most frequently used CompuCALL messages, and obtain the size of these messages from the Table 20: DMS-100 CompuCALL Message Size. X X Formula 4: TotalBytesPC = MsgLen1 + MsgLen2 ¬ + …… + MsgLenn Where: MsgLeni - is the message length of i-th CompuCALL message in one call (bytes/call).
ACD Configuration – Operation Interface nSVC - the number of SVCs on one link. It is recommended that nSVC = 1 be used in most situations. If nSVC > 1, it is quite more complicated situation so that you have to take many factors into consideration. 3.2. Post-Routing Following are the steps to support Post-Routing using the DMS-100 Switch: 1. Set up one ACD Group on the DMS100 switch that can have either ACD Agents or no ACD Agent.
4. Eicon Card Configuration This chapter describes the Eicon Card Configuration.
Eicon Card Configuration 4.1. Eicon Card Configuration Details 1. 2. 3. 4. Select the High-Level Protocols node. The High Level Protocol selected should be Transport ISO and left as no choice. Select the Port 1 node. Enter the following values: Port Name P1 Number 1 Protocol X.25 Dialer Direct Select the X.25 node. Enter the following values: Node type DTE Packet format Extended X.
Eicon Card Configuration Details Note the T20, T21, T22 and T23 in the Eicon WAN Service configuration usually match the corresponding ones in the DMS100 datafill MPCLINK table. a. In the Advanced Tab b. Max retry count N3 3 c. Data link layer HDLC 5. Select the HDLC node. Enter the following values: a. Check the box entitled FRMR to RRC/RNRC/REJC with P=0 b.
Eicon Card Configuration Note: If the WAN Services parameters are changed, the WAN Services must be restarted for the changes to take effect. The following commands are used to restart the WAN Services: Eccard stop Eccard start. The ECMODULE TRACE function can be a useful 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.
5. Appendix A: DMS100 Switch Datafill Example The datafills on DMS100 needs to be configured in order to work with the Unified ICM. The following example depicts the datafill on a DMS100 Switch: A.1. TABLE: MPC MPCNO MPCIOC IOCCCT EQ DLDFILE 3 0 28 1X89BB MPC403AC **** CompuCALL Link to Cisco Peripheral Gateway (PG) 5 2 12 1X89BB MPC403AC **** CompuCALL Back-up Link to Cisco PG Notes: 1. MPCIOC is actual DMS IOC Number (i.e. 0 or 1 or 2 or 3, etc) 2.
Appendix A: DMS100 Switch Datafill Example 4. ELECSPEC V35 is required when running 56K 5. L2WINDOW= 7, L3WINDOW=7, and N2=10, must be matched in the Cisco PG 6. SVCDNA is a 1-15 digit number, and must match the X25 Remote Address in Cisco PG 7. Additional Parameters ---These Parameters are all DMS defaults and DO NOT have to be assigned in table MPCLINK.
TABLE: SCAISSRV 57 7. LSCINCPT is 0. This is a DMS translations pointer to the table IBNTREAT for this customer group and determines where calls would route if blocked via Line Screening. Because Line Screening is not used in this application, this should point to an IBN Treatment that sends the call to Fast Busy (T120). A.5. TABLE: SCAIGRP SCAIGNAM PASSWORD NETNODID BGID OPTIONS COMPUCALL_GRP BLAZER 1 LOCAL 624 (LINKSET (LINKSET1) $) $ Notes: 1. PASSWORD is a unique 1-8 characters.
Appendix A: DMS100 Switch Datafill Example RESOURCE35$ RESOURCE (ACDQUERY )$ ACDEVENT36$ ACDEVENT (CALLQUED Y Y Y Y Y Y Y Y Y Y) (CALLOFFR Y Y Y Y Y Y Y Y Y Y Y) (CALLANSWR Y Y Y Y Y Y Y Y Y Y Y) (CALLREL Y Y Y Y Y) (AGTLGDIN Y Y Y) (AGTLGDOUT Y Y) (AGTREADY Y Y) (AGTNREADY Y Y N) $ TPAC36$ TPAC (LOGINAGT Y Y N) (LOGOUTAGT Y) (READYAGT Y) (NREADYAGT Y N) $ CTXEVENT07$ CTXEVENT (SETOFFHK Y Y) (CALLOFFR Y Y Y Y Y Y Y Y Y Y Y Y Y) (CALLANSWR Y Y Y Y Y Y Y Y Y Y Y Y Y) (CALLREL Y Y Y) $ RESEVENT07$ RESEVENT
CUSTNTWK TABLE: 59 (CALLANSWR Y Y Y Y Y Y Y Y Y Y Y Y Y) (CALLREL Y Y Y) (CALLNAME Y Y Y Y Y) $ ACDEVENT11$ ACDEVENT (CALLQUED Y Y Y Y Y Y Y Y Y Y) (CALLOFFR Y Y Y Y Y Y Y Y Y Y Y) (CALLANSWR Y Y Y Y Y Y Y Y Y Y Y) (CALLREL Y Y Y Y Y) (AGTLGDIN Y Y Y) (AGTLGDOUT Y Y) (AGTREADY Y Y) (AGTNREADY Y Y N) (LOBEVENT Y Y Y) (EMKEVENT Y Y Y Y Y Y) $ TPCC11$ TPCC (CONSULTEV Y) (CONFEVNT Y) (TRANSFEREV Y) (ANSWCALL ) (RELSCALL Y) (HOLDCALL ) (UNHOLDCALL ) (CALLUNHELD Y) (ADDPTY Y Y Y Y) (CONFPTY Y) (DROPPTY Y Y)
Appendix A: DMS100 Switch Datafill Example 1. This table associates the ECM option with the Customer Group Name. 2. The CUSTNAME must match the name assigned in table BGDATA. 3. The NETGID is a unique number from 1-4096. This number should match is all DMS’s that are associated with this Customer. This must match the Network Note ID assigned in the Cisco PG. 4. The CLID option can be configured based on the needs of Pacific Bell and the Customer. 5. The ECM option must be defined. A.9.
Index-1 6.
Index-2 ServiceID, 24 ServiceVersion, 24 Skill Group Assignment Change, 18 SkillTargetID, 43, 44 T TCP Host Name, 35 TCP Port, 33 TCP Port Number, 35 Three-way Call (3WC), 16 2 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