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Manual Cisco Systems DMS-100

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  • Cisco Systems DMS-100 - page 1

    C i s c o U n if i e d I C M A CD Supplement for Nortel DM S - 1 00/ SL - 100 February 20 10 C or po r at e H ea d qu a rt e rs C i s co S y s t e m s , I n c . 170 West Tasman Drive San Jo se , C A 95 13 4 - 1 7 0 6 U SA HU ht tp: // ww w .ci sco .com UH Te l: 408 526 - 4 00 0 800 553 - N ET S ( 6 43 87 ) Fax: 408 5 26 - 4 1 00 ...

  • Cisco Systems DMS-100 - page 2

    THE SPECIFICAT I ONS AND INFORMATION RE GARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE W I THOUT N O TI C E. AL L ST AT EM EN TS , I NF OR M AT IO N, AN D R ECO MM EN D A TI ON S I N TH I S M AN UA L AR E B EL IE VE D TO BE AC CU R A TE BU T AR E PRE SENT ED W ITH OU T WARRAN TY OF ANY KIN D, E X PR ES S O R IM PL I ED . US E R S MU ST T ...

  • Cisco Systems DMS-100 - page 3

    i i i Co nte nts Pr efa ce ................................................................ .................................. v i i 1. O v e r v i e w ................................................................ ......................... 11 1.1. D MS100 PG w ith C ompuC A LL Lin k ...... ......... ......... ......... ......... ......... . 12 1 ...

  • Cisco Systems DMS-100 - page 4

    i v Con ten ts i v 2 . 1 1 . Su p p or t fo r Wa lk - A wa y Re as o n Co de s ... .......... ......... ......... ......... .... 3 7 2. 12. O bje ct Ma pp ing ... ......... ......... ......... ......... ......... ......... ......... ......... ........ 38 2. 12. 1. Pe rip her al ....... .......... ......... ........ .......... ......... ......... .. ...

  • Cisco Systems DMS-100 - page 5

    Co nte nts v v v Tab les T able 1: C CM Ma tri x_ 1 .... ......... ......... ......... ......... ......... ......... ......... ......... .......... .. 13 T able 2: C CM Ma tri x_ 2 .... ......... ......... ......... ......... ......... ......... ......... ......... .......... .. 13 T able 3: D MS - 1 00 PG La be l Fo rm at ...... ......... ........ ...

  • Cisco Systems DMS-100 - page 6

    ...

  • Cisco Systems DMS-100 - page 7

    v i i Pr ef a ce P u r p o s e This document con tains the specific inform ation you need to m aintain a Nortel DMS-100/SL- 100 Swit ch w ith Com puCALL Interface in a Cisco Unified Intelligent Co ntact Managem ent (Unified ICM) env ironment. I t is intended to be used as the Nortel DMS- 100/SL- 100 Switch-specific companion to the U nified ICM doc ...

  • Cisco Systems DMS-100 - page 8

    v i i i Preface v i i i Describes the speci fics of the Eicon Card Conf iguration. Appendix A, “DMS10 0 Switch Datafill Exam ple” Provides a Dataf ill Example on the DMS1 00 Switch. T y p o gr a p h i c C o n ve n t i o n s This manual uses th e following conventions:  Boldface type is used for em phasis; for example: Re al -time inform atio ...

  • Cisco Systems DMS-100 - page 9

    Preface i x i x i x O b t a i n i n g D o c u me n t a t i o n , O b t a i n i n g S u p p o r t , a n d S ec u r i t y G u i d e l i n e s For inform ation on obtaining docum entation, obtaining support, security guidelines, and also recommended aliases and g eneral Cisco documents, see the monthly W hat's New in Cisco Pro duct Documentatio n ...

  • Cisco Systems DMS-100 - page 10

    x Preface x ...

  • Cisco Systems DMS-100 - page 11

    11 1. O v e r v i e w The DMS100 Periphe ral Gateway (PG) m onitors agent and call a ctivity on the DMS100 ACD through the CompuC ALL Interface. For more inform ation about the supported A CD switches, see t he document Cisco Uni fied ICM Supported Swi tches (ACD s). This chapter descr ibes the hardwa re and software requi rements to connect the No ...

  • Cisco Systems DMS-100 - page 12

    12 O v e r v i e w 12 1.1 . D M S 1 0 0 P G w i t h C o m p uC A L L L i n k The DMS100 PG can run in sim plex or duplex configuration s. In a duplex configuration, only one side of the PG will maintain Com puCALLF 1 F X.25 Link or a TCP /IP connection at any given time. Fi gu re 1 : Comp uC A LL Int erf ace wi th DMS 100 The DMS100 PG can invoke t ...

  • Cisco Systems DMS-100 - page 13

    DMS 100 PG wi th Com puCA LL Lin k 13 13 13 Configure the Servic eVersion param eter in the DMS-100 P G session configuration to rece ive a correct stream of CompuCALL m essages. The D M S - 100 PG uses the config ured parameter to pass on to the ServiceVersion fie ld in the DV- Application-Log-O n message, which will be sent during the app licatio ...

  • Cisco Systems DMS-100 - page 14

    14 O v e r v i e w 14 CCM06 05 06 CCM07 06 07 06 CCM08 07 08 T B D CCM09 08 08 09 T B D CCM10 09 09 10 T B D CCM11 10 10 11 T B D Note: 1. Beginning C CM06 CDN & LEC were combined into a si ng le PCL (Product CM Load ) stream. 2. Shaded area indica tes that the DRU w as not implemented fo r the P CL . Examples of PCL (Product CM Load ) include: ...

  • Cisco Systems DMS-100 - page 15

    Nortel DM S100 Switch Limitations 15 15 15 1.3 . N o r t e l D M S 1 0 0 S w i t c h L i m i t a t i o n s If the PI M receives an out of order seque nce message in the LOGO UT or NOT_READY sta te, it is due to the inter- working of the DMS100 PI M and the Nortel DMS100 switch. ...

  • Cisco Systems DMS-100 - page 16

    ...

  • Cisco Systems DMS-100 - page 17

    17 2. Unif ied ICM Co nf ig ur at i on In order to properly con figure and m aintain the database, y ou need to understand the relat ionship between the DMS10 0 switch databas e objects and the database ob jects. This chapter descr ibes how ob je c ts map between the D MS100 ACD and the Unified I CM. It also provides DMS10 0 switch-specific informa ...

  • Cisco Systems DMS-100 - page 18

    18 Unif ie d I CM C onf igu rat ion 18 2.1 . C o n f i g u r i n g t h e DM S - 100 A C D To best understand th e configuration o f the D M S - 100 A C D , begin with the D M S - 100 documentation shipped wit h your switch. The information provided here is m eant to supplement a nd not t o r e p l a c e t he No rtel DMS- 100 documentation. 2 . 1 . ...

  • Cisco Systems DMS-100 - page 19

    La bels 19 19 19 There are two m ethods Agents can assoc iate WrapUp ti me with individual ca ll s : • When the Agent issues the NotReady featu re (manually or via CompuC ALL SetFeature) while active on a call. When the call is completed, the Agent w ill be placed in the No tReady state. • Through Variable W rapUp feature availabl e on the DMS- ...

  • Cisco Systems DMS-100 - page 20

    20 Un i f i e d I C M C o n fig ur atio n 20 Tab le 3 : D M S - 10 0 PG Lab el Fo rma t L a be l Fo r ma t Ex amp le M e an i n g D n n n H n n n D91362436 85H333 Diale dDigit s for r e d i r e c t D e s t i n a t i on i s 9 13 6 24 5 6 8 6 . Host callDat a is 3 33. DN 9136245686 Diale dDigit s for r e d i r e c t D e s t i n a t i on i s 9 13 6 24 ...

  • Cisco Systems DMS-100 - page 21

    Peripheral M onitor Configuration of ACD Position s 2 1 21 21 If you configure the PG to connect at SCAI -11F 1 F, irrespectiv e of the SCAI level set on th e DMS100 switch, the PG w ill function w ith the switch. There is no specific configuration required on the DMS100 swi tch to ensure that PG conne cts with a lower SC AI level set at the PG . T ...

  • Cisco Systems DMS-100 - page 22

    22 Unif ie d I CM C onf igu rat ion 22 PG is inform ed by the switch of all ca ll and Agent events to that ACD Group. Furtherm ore, if the ACD G roup has one or more Suppl ementary A C D - DNs associated with it, then all thes e Supplementary AC D DNs are automatically associa ted with the current session. I f the DMS-100 PG specifies a Seconda ry ...

  • Cisco Systems DMS-100 - page 23

    Pe rip her al Monit or Configuration o f ACD Positions 23 23 23 The peripheral m onitor screens for a Prim ary ACD DN and a Second ary DN from C onfigure ICM are shown b elow. Fi gu re 2 : Per ip her al Mo nit or Co nfi gu ra tio n Wind ow ...

  • Cisco Systems DMS-100 - page 24

    24 Unif ie d I CM C onf igu rat ion 24 Fi gu re 3 : Per ip her al Mo nit or Co nfi gu ra tio n w i t h P ara met er S t ri n g The “Extension” f ield is of your Primary ACD DN, Secondary DN, or non-dig it character. Tab le 6 : Ex te nsi on For ma ts Ex ten sio n F or ma t Ex amp le M ean in g Prim ary ACD DN 9136243685 Dial Plan Directo ry Nu m ...

  • Cisco Systems DMS-100 - page 25

    Co mpu CALL Se rve r 25 25 25 The Type field shou ld be set to “ACD D N.” Several tags in the “Pa ram String” field can be used to specify the CDN, CompuC ALL session number, and the ad dress mapping relationship between the Ag ent DN and the Agent posi tionID. Tab le 7 : Pa ram St ri ng For ma ts P ar a m S t ri n g F or ma t Ex amp le M e ...

  • Cisco Systems DMS-100 - page 26

    26 Unif ie d I CM C onf igu rat ion 26 2 . 1 0 .1 . Si m pl e C a se In the simplest cas e, only one Com puCALL Session is conf igured in the DMS PI M, in the third-party application, in CCS, and at the DMS- 100 (see diagram below).I n this simple case, exact ly one connection wi ll be used: 1. Between CCS and t he third- party application (X.25 or ...

  • Cisco Systems DMS-100 - page 27

    Co mpu CALL Se rve r 27 27 27 priority, and an opt ion exists to block any logon until the highes t priority application [or PI M] has logged on, and to force the log out of the lower priority application [ or PIM] when the hig hest priority appl ication [or PIM] logs out). Once the DMS- 100 Session is establish ed, the PIM and the third-party appl ...

  • Cisco Systems DMS-100 - page 28

    28 Unif ie d I CM C onf igu rat ion 28 application if desired. E ach such connect ion would use a diffe rent X.25 Link to the DMS- 100). Fi gu re 5 : Com puC ALL S ess io n: C o m p l e x C a s e 2. More than one third- party application can be configured for a Sess i o n . Each must have a un ique ProxyA pplicationID configured in CCS to different ...

  • Cisco Systems DMS-100 - page 29

    Co mpu CALL Se rve r 29 29 29 2 . 1 0 .3 . Se t up De t ai ls Fi gu re 6 : Com puC ALL S erve r Se tu p There are four Com puCALL Servers that may be config ured on a single host. Each must use a u nique EMT and TCP Socket address. N o two CompuC ALL Servers can share the sam e X.25 Port for appl ications. Two CompuC ALL Servers can share the sam e ...

  • Cisco Systems DMS-100 - page 30

    30 Unif ie d I CM C onf igu rat ion 30 E M T P o r t C CS EM T Por t N um ber th at i s u s ed b y DM S PI M t o com muni ca te t o C CS . C o m p u C A L L S e r v e r E M T p o r t assi gnments follo w the follo wing c o n v e n t i o n : Por t n um ber s are o f th e fo rm 4SF FF wh er e S = 0 -4 c o r r e s p o n d s t o C C S 1 – C C S 5 o n ...

  • Cisco Systems DMS-100 - page 31

    Co mpu CALL Se rve r 31 31 31 Fi gu re 7 : ACD Li nk Se tup ...

  • Cisco Systems DMS-100 - page 32

    32 Unif ie d I CM C onf igu rat ion 32 Tab le 9 : A C D L ink S et up O pti ons Op ti on Na me Op ti on De sc ri pt i o n V al u e De fau lt M i n M ax L i n k I D I D u se d i n e r ro r / st at u s m e ss a ge s w hich ref eren ce th e lin k . W h e n def aul t is us ed (r eco mm ende d) t h i s c or r e s po n d s t o l a be l s u s e d in the ? ...

  • Cisco Systems DMS-100 - page 33

    Co mpu CALL Se rve r 33 33 33 Fi gu re 8 : Se ssi on Ob ject S et up Tab le 10 : Ses sio n O bj ect S et up Opt io ns Op ti on Na me Op ti on De sc ri pt i o n V al u e De fau lt M i n M ax C om p u CA LL Lo gon Para m et ers Se e X Tabl e 1 0 : Sess ion Ob ject Setup O ption s X . User D ata X. 25 S VC c al l par am ete r – as con figu re d a t ...

  • Cisco Systems DMS-100 - page 34

    34 Unif ie d I CM C onf igu rat ion 34 A p p I D s f o r U n k n o w n M e s s a g e Se le ct th ose app licatio ns that will re cei v e “ un kn own me s s ag e s” . U n k n o w n me ss ag es ar e t h ose m e s s a g e s t h a t m a y b e i n t r o d u c e d i n f u t u r e v e r s i o n s of t h e C om p u CA LL in te rf ac e . T h e app licat ...

  • Cisco Systems DMS-100 - page 35

    Co mpu CALL Se rve r 35 35 35 ACD L ink IDs Se le ct th ose A C D Link s that will b e used b y t hi s S e ss i on . T h e ID i s as i t ap pe ars i n the “ACD Li nks” li st b ox o f t h e “ C o m pu C A L L Se rve r Pr opertie s” dia log box . T hi s i s t he s a me a s th e “ A C D L i n k I D ” o f t h e AC D L i n k C o n f i g u r ...

  • Cisco Systems DMS-100 - page 36

    36 Unif ie d I CM C onf igu rat ion 36 X 2 5 P o r t E I C O N X .2 5 p o r t n u m b e r . 1 8 1 X 2 5 L oc a l A d d r e s s X . 2 5 D T E a d d re s s a s s i g n e d t o t he X .2 5 Lin k. U s e d o n l y f o r d oc u m e n t a t i on p u r po s e s w h e n X. 25 L i nk i s a t t ac he d t o X .25 Pac ket swit ch. U p t o 1 4 dec imal digi ts. ...

  • Cisco Systems DMS-100 - page 37

    Su ppor t for W alk -Away Reason Code s 37 37 37 Pr iority Appli cation Prio rity ( l ow er n um b e r i s h ig he r pr io ri ty ) . 0 255 0 Pr oxy Appli cation ID Appli cation I D o f th i rd - par ty appli cation and DMS - 1 00 PI M . I t equ als t o t he S erv er ID i n t h e C o m p u C A L L app licatio n logo n me ss ag e. 0 255 0 2.1 1. S up ...

  • Cisco Systems DMS-100 - page 38

    38 Unif ie d I CM C onf igu rat ion 38 303 S p e c i a l C l a i m F o l l o w - u p 304 D o w n M o d e 401 E x ce p t i o ns 402 D et e r mi na t i on s 403 Sp e c ial P ro j e ct s 501 C h i l d S u p p o r t I n t e r c e p t 502 T e l e t y p w r i t e r 503 I nt e r pr e t i n g -1 N o t de f i n e d . ( w r o n g c o d e u s e d ) 2.1 2. O b ...

  • Cisco Systems DMS-100 - page 39

    Object M apping 39 39 39 The configuration of Peripheral Targets for c alls associated with Supplementary D Ns is required to define the proper call type when the call is offered to the D MS-100. 2 . 1 2 .3 . Trun k Gr oups The CTI Links util ized by the DMS- 100 Peripheral Gateway offer no Trunk level statist ics to the customer. Trunk configurati ...

  • Cisco Systems DMS-100 - page 40

    40 Unif ie d I CM C onf igu rat ion 40 The following tab le defines the Service Ob ject mem ber mapping used when configuring a Service in the s o ft w ar e . Tab le 14 : U n i f i e d I C M t o D M S - 10 0 Se rvi ce Mapp ing Unif ied ICM S e r v i c e DMS - 10 0 Se rv ic e De scr ip tio n SkillT argetI D n o n e U n i f i e d I C M SkillT argetI ...

  • Cisco Systems DMS-100 - page 41

    Object M apping 41 41 41 From the Termina tion Call Details of the call associated with the Peripheral Default R oute, the customer can tr ack down the unknow n call types. The Term ination Call Detail wi ll provide the ACD- DN associated with the call. The C ustomer can then upda te the configuration to include the non-configured c all types. 2 . ...

  • Cisco Systems DMS-100 - page 42

    42 Unif ie d I CM C onf igu rat ion 42 2 . 1 2 .8 . A g e n t The Agent Ob ject is made up of the fol lowing fields: a Sk illTargetID, a Peripheral Number, a n Extension Num ber, a State, a list of active Skill Group assignm ents, and a First and Las t Name. From the Uni fied I C M perspective, the Ag ent Object is unique ly identified by the Skil ...

  • Cisco Systems DMS-100 - page 43

    M on itoring Agen t Skill Group Assi gnment Change 43 43 43 Tab le 17 : Com pu CALL Eve nt s to Ci sc o A gen t St at e M ap pin g DMS - 1 0 0 Co mp u CA L L S t a te Ci sco S tat e DV_A GENT_LOGIN AS_L OG_IN DV_AGENT_ L OGOUT AS_L OG_OUT DV_A GENT_READY A S _ A V A I L A B L E DV_A GENT_NOT_REA DY AS_WOR K_READY if Walkaw ay is not sp eci fie d a ...

  • Cisco Systems DMS-100 - page 44

    44 Unif ie d I CM C onf igu rat ion 44 application to indic ate the event. T h e DMS100 PG uses the D V-Appl- St at - Q r y F 1 F in terface to periodically inte rrogate the DMS100 sw itch for the all monitored ACD g roups to examine whether the Agents have been re- assigned from one Sk ill Group to another S kill Group. The DV-Appl- St at - Qry in ...

  • Cisco Systems DMS-100 - page 45

    45 3. AC D C on fi gu ra t io n – O peration Interface The CTI interface suppo rted from the DM S-100 is the DMS-100 CompuC ALL Interface. The Com puCALL Interface was developed to support an application s integration of Vo ice and Data (i.e., Scre en Pop CTI Application). The Com puCALL Interface p rovides an application th e capability to monit ...

  • Cisco Systems DMS-100 - page 46

    46 AC D Co nf igu rat ion – Ope rat io n I nter fa ce 46 3.1 . D M S - 10 0 CompuCALL I nterfa ce Specif ication (Q 218) The DMS-100 prov ides several software op tions to prov ide different c a l l processing features. The Automatic Call Dis tribution (ACD ) is a feature package on the DMS -100 system that provides an equa l distribution of call ...

  • Cisco Systems DMS-100 - page 47

    D M S - 100 CompuCALL Inter face Specification (Q218) 47 47 47 T ota lB ytes PC - tot al b y tes pe r call (byte/c all), Byt eT oB it - b i t s in on e b yte ( = 8), O cc u - pl ane d Com pu CAL L me ssa ge occ up anc y of X. 25 lin k (e .g. 60% ). Formula 2: BandW idt h (bit/s ec) = Calls PS * T otalB ytesPC * B y teT oBit * Occu W her e: C a l l ...

  • Cisco Systems DMS-100 - page 48

    48 ACD Con fig ur atio n – O pera ti on I nt erf ace 48 Tab le 20 : D M S - 1 00 Comp uCAL L M ess age Si ze M ess age T ype B y t e s DV_CALL _OFFERED _U 9 8 DV_CALL _QUEUED_U 7 5 DV_CALL _RELEAS ED_U 7 0 DV_CALL _ANSERED_U 6 4 DV_CALL _RECEI VED_U 7 2 DV_CALL _REDIR ECT 8 5 DV_SET - F E A T U R E 7 0 DV_A GENT_READY _U 4 5 DV_A GENT_NOT_REA DY_ ...

  • Cisco Systems DMS-100 - page 49

    D M S - 100 CompuCALL Inter face Specification (Q218) 49 49 49 Formula 3: Tot alBytesP C = Ms gPC * Bms ta W her e: M s gP C - av era ge Com p uCA LL m es sag es per c all (m es sa ge/c all ). The other is to iden tify typical call scenarios an d the most frequen tly used CompuC ALL messages, and obtain the siz e of these messages from the X Tab le ...

  • Cisco Systems DMS-100 - page 50

    50 ACD Con fig ur atio n – O pera ti on I nt erf ace 50 n S VC - th e n um be r o f S VC s on one l ink . It i s rec om men ded t hat n SVC = 1 be us ed in m os t s itu ati ons . If nSV C > 1 , i t is qui te m ore c om plic at ed si tua tio n so th at you h ave t o ta ke m an y fa ct ors in to co ns ider at io n. 3.2 . P o s t - R o u t i n g ...

  • Cisco Systems DMS-100 - page 51

    51 4. Ei co n C ar d Co n fi gu ra ti o n This chapter descr ibes the Eicon Card Con figuration. ...

  • Cisco Systems DMS-100 - page 52

    52 Eicon Card Configuratio n 52 4.1 . E i c o n C a r d C o n f i g ur a t i o n D e t a i l s 1. Se le ct the High-Lev el Protocols node . The High Level Protocol selected should be Transport IS O and left as no choice. 2. Select the Port 1 node . Enter the follow ing values: Port Name P1 Number 1 Protocol X.25 D ia l e r D i r e c t 3. Select the ...

  • Cisco Systems DMS-100 - page 53

    Eicon Card Con figuration Detail s 5 3 53 53 Note the T20, T21, T22 and T23 in the E icon WAN Serv ice configuration usually m atch the corresponding ones in the DMS100 datafill MPCLINK ta bl e. a. In the Adv anced Tab b. Max retry count N3 3 c. Data link layer H DL C 5. Select the HDLC nod e. Enter the following values: a. Check the box enti tled ...

  • Cisco Systems DMS-100 - page 54

    54 Eicon Card Configuratio n 54 Note : I f the WAN Services param eters are changed, the WAN Services must be restarted for the ch anges to take effect. The fo llowing comm ands are used to restart the WAN Se rvices: Eccard stop Eccard start. The ECMODULE TRACE function can be a useful tool for the X.25 data communications analy sis. Here are som e ...

  • Cisco Systems DMS-100 - page 55

    55 5. Ap pe n dix A: DMS100 S witch Datafill Example The datafills on DMS10 0 needs to be con figured in order to work with the Unified IC M. The following exam ple depicts the datafill on a D MS100 S w i t ch : A . 1 . T A B L E : M P C MPCN O MPCIOC I OCCCT EQ DLDFILE 3 0 2 8 1 X8 9B B M PC4 03 AC ** ** Co mp uCA LL Li nk to Ci sc o Pe ri phe ra ...

  • Cisco Systems DMS-100 - page 56

    56 Appendix A: DMS100 Switch Datafill Exampl e 56 4. ELECSPEC V35 is required when running 56 K 5. L2WIN DOW= 7, L3WINDOW=7, and N2=10, m us t b e matched in the Cisco PG 6. SV CDNA is a 1-15 digit num be r, and m ust match the X25 Remote Address in Cisco PG 7. Additional Param eters - - - These Parameters are all DM S defaults and DO NOT have to b ...

  • Cisco Systems DMS-100 - page 57

    T A BL E : S C AI S S RV 57 57 57 7. LSCINC PT is 0. This is a DMS trans lations pointer to the table IBNTREAT for this customer g roup and determines where calls wou ld route if blocked v ia Line Screening. B ecause Line Screening is not used in this applicat ion, this should po int to an IB N Treatment that sends the call to Fa st Busy (T120). A ...

  • Cisco Systems DMS-100 - page 58

    58 Appendix A: DMS100 Switch Datafill Exampl e 58 RESO URCE35$ RES OURCE (AC DQUERY ) $ A CD E V EN T 3 6 $ A C D E V EN T ( C A LL Q U ED Y Y Y Y Y Y Y Y Y Y) ( C A L L O F F R Y Y Y Y Y Y Y Y Y Y Y ) ( C A L L A N S W R Y Y Y Y Y Y Y Y Y Y Y ) ( C A L L R E L Y Y Y Y Y ) ( A G T L G D I N Y Y Y ) ( A G T L G D O U T Y Y ) ( A GT R EA D Y Y Y ) (A ...

  • Cisco Systems DMS-100 - page 59

    T A BL E : C U ST N TW K 5 9 59 59 ( C A L L A N S W R Y Y Y Y Y Y Y Y Y Y Y Y Y ) ( C A L L R E L Y Y Y ) ( C AL L N A M E Y Y Y Y Y) $ A CD E V EN T 1 1 $ A C D E V EN T ( C A LL Q U ED Y Y Y Y Y Y Y Y Y Y) ( C A L L O F F R Y Y Y Y Y Y Y Y Y Y Y ) ( C A L L A N S W R Y Y Y Y Y Y Y Y Y Y Y ) ( C A L L R E L Y Y Y Y Y ) ( A G T L G D I N Y Y Y ) ( ...

  • Cisco Systems DMS-100 - page 60

    60 Appendix A: DMS100 Switch Datafill Exampl e 60 1. This table associates the ECM option w ith the Custom er Group Name. 2. The CUSTNAME m ust match the nam e assigned in table BGD ATA. 3. The NETGID is a unique num ber from 1-4096. This num ber should m a tch i s a ll DMS’s that are asso ciated with this Custo mer. This must match the Network N ...

  • Cisco Systems DMS-100 - page 61

    In dex - 1 6. I n d ex A A C D L i nk I D, 37 A C D L i nk s, 3 3 A p pl i c a t i o n N a m e , 3 9 A p pl i c a t i o n X 2 5 L i nk s , 3 3 A p pl i c a t i o n I D , 2 4 Av a ila ble Ho ldo f f De la y , 2 2 A v e r a g e W o r k T i m e , 2 2 B B u s i n e s s G r o u p I D , 2 4 C Call Tr ansfer (CXR), 16 CCM (Co mm on CM), 17 Co m p u C A L ...

  • Cisco Systems DMS-100 - page 62

    In dex - 2 2 S er vi c eI D, 24 S er vi c eV er s io n , 2 4 S k i l l G r o u p A s s i g n m e n t C h a n g e , 18 Sk il lT a rge tI D, 43 , 44 T T C P Ho s t Na m e, 3 5 T C P P o r t , 3 3 T C P Po r t N um b er , 35 T h r e e - w ay C a ll ( 3W C) , 16 X X2 5 L in k I D, 38 X2 5 L in k N am e, 38 X2 5 L oc a l A dd re ss , 25 , 35 , 38 X 2 5 ...

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A complete manual for the device Cisco Systems DMS-100, how should it look like?
A manual, also referred to as a user manual, or simply "instructions" is a technical document designed to assist in the use Cisco Systems DMS-100 by users. Manuals are usually written by a technical writer, but in a language understandable to all users of Cisco Systems DMS-100.

A complete Cisco Systems manual, should contain several basic components. Some of them are less important, such as: cover / title page or copyright page. However, the remaining part should provide us with information that is important from the point of view of the user.

1. Preface and tips on how to use the manual Cisco Systems DMS-100 - At the beginning of each manual we should find clues about how to use the guidelines. It should include information about the location of the Contents of the Cisco Systems DMS-100, FAQ or common problems, i.e. places that are most often searched by users in each manual
2. Contents - index of all tips concerning the Cisco Systems DMS-100, that we can find in the current document
3. Tips how to use the basic functions of the device Cisco Systems DMS-100 - which should help us in our first steps of using Cisco Systems DMS-100
4. Troubleshooting - systematic sequence of activities that will help us diagnose and subsequently solve the most important problems with Cisco Systems DMS-100
5. FAQ - Frequently Asked Questions
6. Contact detailsInformation about where to look for contact to the manufacturer/service of Cisco Systems DMS-100 in a specific country, if it was not possible to solve the problem on our own.

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