Nortel Contact Center Manager User Manual Manual pdf 61 page image
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Nortel Contact Center Manager User Manual

Also see for Contact Center Manager: Supplementary guideScripting GuideRelease noteInstallation and maintenance guide

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Contents
  1. Table Of Contents
  2. Table Of Contents
  3. Table Of Contents
  4. Getting started
  5. New in this release
  6. other changes
  7. Overview
  8. About Contact Center Manager Server and the CS 2x00/DMS switch
  9. Contact Center Manager components
  10. New features for Communication Server 2x00/DMS switch Release 6.0
  11. How to use this guide
  12. Skills you need
  13. Related documents
  14. how to get help
  15. Configuration Overview
  16. Support for CS 2x00/DMS switch features
  17. Preinstallation checklist
  18. Configuration tasks
  19. CS 2x00/DMS switch subsystem configuration
  20. Overview of configuring the server logon
  21. SCAICOMS configuration
  22. BGDATA configuration
  23. SCAIGRP configuration
  24. SCAISSRV configuration
  25. SCAIPROF configuration
  26. CUSTNTWK configuration
  27. Overview of CS 2x00/DMS switch resource configuration
  28. RAN and music route configuration
  29. ACD group configuration
  30. before you begin
  31. ACD subgroup configuration
  32. IVR voice ports
  33. DN configuration
  34. Landing Pad configuration
  35. Agent phoneset configuration
  36. agent phoneset configuration on the server
  37. Supervisor phoneset configuration
  38. Logon ID configuration
  39. Overview of server configuration
  40. Verify the server configuration
  41. Relationship of server configuration and CS 2x00/DMS switch datafill
  42. Contact Center Manager Server configuration
  43. CDN configuration on the server
  44. DNIS configuration on the server
  45. Landing Pad configuration on the server
  46. IVR ACD-DN configuration on the server
  47. Agent phoneset configuration on the server
  48. Voice port configuration on the server
  49. Call Forcing configuration on the server
  50. Variable Wrap configuration on the server
  51. Global settings configuration on the server
  52. Give IVR configuration on the server
  53. Configure Return To Queue
  54. To define scripts
  55. To verify the configuration
  56. Verify that the server can log on to the CS 2x00/DMS switch
  57. Verify ACD groups and subgroups
  58. Verify phoneset configurations
  59. Verify agent configurations
  60. Verify CDN (Route Point) configurations
  61. Verify RAN and music route configurations
  62. Verify DNIS configurations
  63. Verify CDN Landing Pad configurations
  64. Verify DNIS Landing Pad and DNIS Network CDN configurations
  65. Voice-processing subsystem configuration
  66. Voice processing
  67. MPS-MG 3200 Configuration
  68. Third-party voice-processing systems
  69. Troubleshooting
  70. Subsystem link problems
  71. Resource configuration problems
  72. A Sample datafill cross-reference guide
  73. MLS-DMS ACD sample datafill
  74. meridian sl-100 and linkplexer global.ini sample datafill cross-reference
  75. CCMS and Meridian SL-100 sample datafill cross-reference
  76. Glossary
  77. Index
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Contact Center Manager
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