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.
CompuCALL Interface Limitations ............................................. 14
1.3. Nortel DMS100 Switch Limitations ..................................................... 15
2. Unified ICM Configuration .............................................................. 17
2.1. Configuring the DMS-100 ACD ............................................................ 18
2.1.1.
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-monitored Devices ............................ 25
2.10. CompuCALL Server ........................................................................... 25
2.10.1.
Simple Case ............................................................................... 26
2.10.2.
Complex Cases .......................................................................... 27
2.10.3.
Setup Details .............................................................................. 29
