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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
2.12.4.
Tru nk s ........................................................................................ 39
2.12.5.
Services ..................................................................................... 39
2.12.6.
Default Peripheral Route ............................................................ 40
2.12.7.
Skill Groups ................................................................................ 41
2.12.8.
Agent .......................................................................................... 42
2.12.9.
DMS-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 Configuration Details ....................................................... 52
5. Appendix A: DMS100 Switch Datafill Example ............................. 55
6. Index ....................................................................................... Index-1