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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.
While the other Unified ICM documents cover general topics such as
configuring an overall system and writing scripts to route contact center
requests, the Cisco Unified ICM ACD Supplement for Nortel DMS-100/SL-
100 provides specific information on configuring a DMS-100/SL-100
Switch and making any necessary adjustments to the DM S-100/SL-100
Switch configuration.
Audience
This document is intended for system managers. The reader should
understand Unified 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”
Provides an overview of ACD interface and hardware and software
requirements for the DMS-100/SL-100 Switch.
Chapter 2, “Unified ICM Configuration”
Describes the relationships between the DMS-100/SL-100 Switch
database objects and the Unified ICM database objects. This chapter
also describes D M S -100/SL-100 Switch -specific settings that must be
confirmed in the Unified ICM configuration.
Chapter 3, “ACD Configuration – Operation Interface”
Describes items in the DMS-100/SL-100 Switch configuration that
must be checked to ensure compatibility with the Unified ICM.
Chapter 4, “Eicon Card Configuration”