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Contact Center Manager first page preview

Contact Center Manager

Brand: Nortel | Category: Software
Table of contents
  1. Table Of Contents
  2. Table Of Contents
  3. Finding the latest updates on the Nortel Web site
  4. Getting help from the Nortel Web site
  5. Getting help from a specialist by using an Express Routing Code
  6. About this document
  7. Overview
  8. Prerequisites
  9. Establishing the system baseline
  10. CS 1000 configuration
  11. Defining a default Gateway (LD 117)
  12. Checking the Ethernet Interface status of the CS 1000 (LD 137)
  13. Checking the ELAN status on the CS 1000 (LD 48)
  14. Configuring CallPilot resources on the CS 1000
  15. Configuring the ELAN subnet (LD 17)
  16. Configuring the System Parameters (LD 17)
  17. Defining CallPilot in the customer data block (LD 15)
  18. Configuring the route data block
  19. Configuring Automatic Call Distribution (LD 23)
  20. Configuring ACD agent voice ports for CallPilot (LD 11)
  21. Configuring card slots
  22. Defining the default Automatic Call Distribution DN (LD 23)
  23. Configuring attendant consoles (LD 15)
  24. Configuring a phantom superloop (LD 97)
  25. Configuring dummy ACD DNs (LD 23)
  26. Provisioning telephones
  27. Saving CS 1000 changes (LD 43)
  28. Configuring Contact Center resources on the CS 1000
  29. Configuring System Parameters (LD 17)
  30. Configuring Automatic Call Distribution for Contact Center (LD 23)
  31. Configuring IVR Automatic Call Distribution for Contact Center (LD 23)
  32. Configuring ACD agent voice ports for Contact Center (LD 11)
  33. Configuring a CDN queue for Contact Center Manager (LD 23)
  34. Provisioning telephones for Contact Center
  36. CallPilot configuration
  37. Configuring the keycode and serial numbers
  38. Configuring CallPilot server information
  39. Configuring password information
  40. Configuring multimedia allocations
  41. Configuring the CS 1000 switch information
  42. Configuring the links on the MGate card
  43. Configuring CDN information
  44. Configuring the Contact Center Language Source
  45. Configuring the CallPilot LAN interface
  46. Contact Center configuration
  47. Configuring Contact Center Manager Server after installation
  48. Configuring CDNs on the Contact Center Manager Administration Server
  49. Configuring and acquiring an IVR ACD DN
  50. Configuring agent telephones on the Contact Center Server
  51. Configuring voice ports on the Contact Center Server
  52. Telephony Manager configuration
  53. Setting up customer information
  54. Setting up TM 3.0 applications
  55. Setting up system data
Contact Center Manager first page preview

Contact Center Manager

Brand: Nortel | Category: PBX
Table of contents
  1. Table Of Contents
  2. Table Of Contents
  3. Table Of Contents
  4. Table Of Contents
  5. Table Of Contents
  6. Table Of Contents
  7. Table Of Contents
  8. Table Of Contents
  9. Table Of Contents
  10. New in this release
  11. Overview
  12. How to use this guide
  13. Skills you need
  14. Related documents
  15. Understanding and planning your scripts
  17. Using scripts in your contact center
  18. How call routing and call treatment work
  19. Types of scripts
  20. Script building blocks
  21. Planning your scripts
  22. Scripting tools and procedures
  23. Scripting rules and conventions
  25. Script formatting conventions
  26. Script naming guidelines
  27. Script rules
  28. General scriptwriting tips
  29. Guidelines for providing feedback
  30. GIVE IVR" on
  31. Scriptwriting tips for specific commands
  32. Script example using formatting conventions and rules
  33. Opening the scripting tool
  34. Working with script variables
  36. Starting the Script Variables tool
  37. Types of variables
  38. Creating script variables
  39. Checking variables for referencing scripts
  40. Changing script variable properties
  41. Copying script variables
  42. Deleting script variables
  43. Printing script variables
  44. Creating and administering scripts
  46. Section A: Creating and editing scripts
  47. Creating new scripts
  48. Editing scripts
  49. Adding script elements to scripts
  50. Saving changes to scripts
  51. Opening Web Scripts Editor in a new window
  52. Using text find and replace
  53. Using character count
  54. Importing scripts into Contact Center Manager
  55. Creating script variables" on
  56. Exporting scripts to a remote location
  57. Section C: Administering scripts
  58. Validating scripts
  59. Activating and deactivating scripts
  60. Deactivating scripts with circular dependencies
  61. Renaming scripts
  62. Deleting scripts
  63. Basic script commands
  65. Section A: Basic general commands
  66. ASSIGN TO
  67. EXECUTE
  68. EXECUTE SCRIPT
  69. IF-THEN-END IF
  70. IF-THEN-ELSE-END IF
  71. QUIT
  72. SECTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205 WAIT
  73. CHANGE PRIORITY IN AGENT
  74. CHANGE PRIORITY IN SKILLSET
  75. DISCONNECT
  76. GIVE BUSY
  77. GIVE MUSIC
  78. GIVE OVERFLOW
  79. GIVE RAN
  80. GIVE RINGBACK
  81. GIVE SILENCE
  82. QUEUE TO AGENT
  83. QUEUE TO SKILLSET
  84. REMOVE FROM AGENT
  85. REMOVE FROM SKILLSET
  86. ROUTE CALL
  87. Advanced script commands
  89. EVENT HANDLER
  90. READVAR and SAVEVAR
  91. WHERE-EQUALS
  92. Networking commands
  94. Section A: Network ACD routing
  95. CHANGE PRIORITY IN NACD
  96. QUEUE TO NACD
  97. REMOVE FROM NACD
  98. Section B: Network Skill-Based Routing
  99. CHANGE PRIORITY IN NETWORK SKILLSET
  100. QUEUE TO NETWORK SKILLSET
  101. REMOVE FROM NETWORK SKILLSET
  102. Voice processing commands
  104. Choosing the most efficient commands
  105. Section A: Basic IVR
  106. GIVE IVR
  107. Section B: Voice session commands
  108. COLLECT DIGITS
  109. OPEN VOICE SESSION and END VOICE SESSION
  110. PLAY PROMPT
  111. Section C: Broadcast announcements
  112. GIVE CONTROLLED BROADCAST ANNOUNCEMENT
  113. Host Data Exchange commands
  115. SEND INFO
  116. SEND REQUEST
  117. GET RESPONSE
  118. Database Integration Wizard
  119. Intrinsics
  121. Examples of intrinsics use
  122. Section A: Skillset intrinsics
  123. Overview of skillset intrinsics
  124. ANSWERED COUNT
  125. AVERAGE SPEED ANSWER
  126. EXPECTED WAIT TIME
  127. IDLE AGENT
  128. IDLE AGENT COUNT
  129. LOGGED AGENT COUNT
  130. LOGGED OUT AGENT
  131. LONGEST IDLE AGENT
  132. MOST LOGGED AGENTS
  133. OLDEST
  134. OUT OF SERVICE
  135. POSITION IN QUEUE
  136. PRIORITY IN QUEUE
  137. PRIORITY IN NETWORK QUEUE
  138. QUEUED COUNT
  139. Section B: Time intrinsics
  140. DATE
  141. DAY OF MONTH
  142. MONTH OF YEAR
  143. Section C: Traffic intrinsics
  144. CALL RATE
  145. CONTACT RATE
  146. TOTAL ACTIVE CALLS
  147. TOTAL ACTIVE CONTACTS
  148. Section D: Call intrinsics
  149. age of call
  150. CALL FORWARD
  151. CALL FORWARD BUSY
  152. CALL FORWARD DO NOT DISTURB
  153. CALL FORWARD NO ANSWER
  154. CLID
  155. CONFERENCED
  156. DIALED DN
  157. Transferring calls with the dialed DN
  158. DIRECT CALL
  159. DNIS
  160. INTERNATIONAL CALL
  161. NETWORK CALL
  162. NPANXX
  163. on hold
  164. QUEUED
  165. ROUTE NUMBER
  166. TRANSFERRED
  167. Section E: Open Queue Intrinsics
  169. AGE OF CONTACT
  170. CONTACT DATA
  171. CONTACT TYPE
  172. ROUTE POINT
  173. Script expressions
  175. Logical expressions
  176. Mathematical expressions
  177. Relational expressions
  178. Order of operations
  179. Applications
  181. Applications and application thresholds
  182. Using sample scripts
  185. Creating the initial scripts
  186. Editing the master script
  187. Section B: Common scripts
  189. c_Basic
  190. c_Basic_Backup_Skillset
  191. c_Emergency_Boolean
  192. c_Emergency_Skillset_Check
  193. c_Excess_Call_Volume_Give_Busy
  194. c_Expected_Wait_Message
  195. c_Forced_Announcement
  196. c_Holiday_Broadcast_Announcement
  197. c_Priority_in_Queue_DNIS
  199. c_NSBR_Basic
  200. c_NSBR_Primary
  201. c_NSBR_Distribution
  202. c_Network
  203. Section D: Nodal Routing examples
  205. c_Master_Handles_Call_Transfers
  206. c_Master_with_Exception_Checks
  207. c_Master_with_Menus
  208. c_Primary_One
  209. c_Primary_Two
  210. c_Primary_Three
  211. c_Primary_Four
  212. c_Primary_Five
  213. c_Common_Secondary
  214. A Troubleshooting
  216. Script execution problems
  217. Voice processing problems
  218. Networking problems
  219. Phantom calls
  220. Validation errors
  221. Validation option rules
  222. B Scripting keywords
  223. Reserved keywords
  224. Using Provider
  225. service provider
  226. D Scripting for Multimedia and Outbound
  228. Using Multimedia Contact Intrinsics
  229. AGENT%AGENT
  230. DATE%DATE
  231. INTEGER%WAITTIME
  232. PRIORITY%PRIORITY
  233. SKILLSET%SKILLSET
  234. TIME%TIME
  235. CONTACTSUBTYPE
  236. CUSTOMERID
  237. CUSTOMFIELD1
  238. FROMADDRESS
  239. NEXTYEAR
  240. QUEUETYPE
  241. TOADDRESS
  242. Recommended scripts for Contact Center Multimedia
  243. troubleshooting
  244. Filtering Real Time Display statistics for rescheduled contacts
  245. Modifying the multimedia scripts
  246. E SIP Contact Center
  249. Example usage scripts
  250. SIP intrinsics
  251. Configuration guidelines and general scripting considerations
  252. Test script
  253. F Scripting Reference
  254. Commands and intrinsics
  255. Glossary
  256. Index
  257. chapter,
Contact Center Manager first page preview

Contact Center Manager

Brand: Nortel | Category: Software
Table of contents
  1. revision history
  2. Table Of Contents
  3. what is a contact center
  4. about this document
  5. in this chapter
  6. software delivery
  7. components in release
  8. license manager
  9. installation configurations
  10. system operations and supported platforms
  11. system requirements
  12. documentation suite
  13. how to get help
  14. Table Of Contents
  15. contact center portfolio rebranding
  16. upgrading from a previous release
  17. product changes
Contact Center Manager first page preview

Contact Center Manager

Brand: Nortel | Category: Software
Table of 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
  17. Support for CS 2x00/DMS switch features
  18. Preinstallation checklist
  19. Configuration tasks
  20. CS 2x00/DMS switch subsystem configuration
  22. Overview of configuring the server logon
  23. SCAICOMS configuration
  24. BGDATA configuration
  25. SCAIGRP configuration
  26. SCAISSRV configuration
  27. SCAIPROF configuration
  28. CUSTNTWK configuration
  29. Overview of CS 2x00/DMS switch resource configuration
  30. RAN and music route configuration
  31. ACD group configuration
  32. before you begin
  33. ACD subgroup configuration
  34. IVR voice ports
  35. DN configuration
  36. Landing Pad configuration
  37. Agent phoneset configuration
  38. agent phoneset configuration on the server
  39. Supervisor phoneset configuration
  40. Logon ID configuration
  41. Overview of server configuration
  42. Verify the server configuration
  43. Relationship of server configuration and CS 2x00/DMS switch datafill
  44. Contact Center Manager Server configuration
  46. CDN configuration on the server
  47. DNIS configuration on the server
  48. Landing Pad configuration on the server
  49. IVR ACD-DN configuration on the server
  50. Agent phoneset configuration on the server
  51. Voice port configuration on the server
  52. Call Forcing configuration on the server
  53. Variable Wrap configuration on the server
  54. Global settings configuration on the server
  55. Give IVR configuration on the server
  56. Configure Return To Queue
  57. To define scripts
  58. To verify the configuration
  60. Verify that the server can log on to the CS 2x00/DMS switch
  61. Verify ACD groups and subgroups
  62. Verify phoneset configurations
  63. Verify agent configurations
  64. Verify CDN (Route Point) configurations
  65. Verify RAN and music route configurations
  66. Verify DNIS configurations
  67. Verify CDN Landing Pad configurations
  68. Verify DNIS Landing Pad and DNIS Network CDN configurations
  69. Voice-processing subsystem configuration
  71. Voice processing
  72. MPS-MG 3200 Configuration
  73. Third-party voice-processing systems
  74. Troubleshooting
  76. Subsystem link problems
  77. Resource configuration problems
  78. A Sample datafill cross-reference guide
  79. MLS-DMS ACD sample datafill
  80. meridian sl-100 and linkplexer global.ini sample datafill cross-reference
  81. CCMS and Meridian SL-100 sample datafill cross-reference
  82. Glossary
  83. Index
Contact Center Manager first page preview

Contact Center Manager

Brand: Nortel | Category: Software
Table of contents
  1. Contents
  2. Table Of Contents
  3. Table Of Contents
  4. Table Of Contents
  5. Table Of Contents
  6. Table Of Contents
  7. Table Of Contents
  8. Table Of Contents
  9. Table Of Contents
  10. Table Of Contents
  11. Table Of Contents
  12. Table Of Contents
  13. Table Of Contents
  14. Table Of Contents
  15. Getting started
  16. New in this release
  17. other changes
  18. Overview
  19. About Contact Center Multimedia/Outbound
  20. network components
  21. New features
  22. How to use this guide
  23. Skills you need
  24. Related documents
  25. how to get help
  26. Outbound server software
  27. Installing the Multimedia/Outbound server
  29. Section A: Preinstallation
  30. Step 1. Review the preinstallation instructions
  31. Step 2. Read the relevant documentation and check for updates
  32. Step 3. Install your remote support access tool
  33. Section B: Installation
  34. Step 4. Install the Multimedia/Outbound server software
  35. Step 5. Install the Multimedia/Outbound service updates
  36. Section C: Postinstallation
  37. Step 6. Provide local users with the Log on as a service right
  38. Step 7. Configure the shared inbound and outbound attachment folders
  39. Step 8. Configure Internet Information Services
  40. Step 9. Verify the Multimedia database installation
  41. Step 10. Other postinstallation tasks
  42. Section D: Client configuration
  43. Step 11. Check the requirements for each client
  44. Step 12. Install .NET Framework on clients
  45. Step 13. Configure access to client applications
  46. Step 14. Configure phonesets on the switch for each agent
  47. Step 15. Create a Windows user for each agent
  48. Step 16. Configure the e-mail server
  49. server configuration
  50. Step 17. Enable Open Queue
  51. Step 18. Ensure the CCT server is configured
  52. Section G: CCMA server configuration
  53. Step 19. Refresh the Contact Center Manager Server
  54. Step 20. Configure the agent phonesets
  55. Step 21. Create required multimedia skillsets
  56. Step 22. Create supervisors and agents
  57. Step 23. Create route points
  58. Step 24. Configure the sample multimedia scripts
  59. Step 25. Add the Multimedia Server to CCMA for reporting
  60. Section H: CCT server configuration
  61. Step 26. Import the agent phonesets to the TAPI database
  62. Step 27. Configure the Contact Management Framework option
  63. Step 28. Import the contact center users into CCT
  64. Step 29. Import the terminals and addresses into CCT
  65. Step 30. Import the Windows users into CCT
  66. Step 31. Import the agent workstations into CCT
  67. Step 32. Map terminals to workstations (optional)
  68. Step 33. Map users to addresses, terminals, and contact center users
  69. Step 34. Understand the contact types
  70. Step 35. Log on to the Multimedia Administrator
  71. Step 36. Start the configuration tool
  72. configuring skillsets
  73. Step 37. Update the E-mail Manager service
  74. Section J: Agent configuration
  75. Step 38. Configure the administrators
  76. Step 39. Configure hotdesking (optional)
  77. Step 40. Start the client applications
  78. Installing and configuring the external Web server
  80. Prerequisites for installing the Web server software
  81. Install the Web server software
  82. Configure your Web server
  83. Using the Web communications customer interface
  85. Access the sample customer interface Web site
  86. using text chat
  87. Configure properties for the sample CI Web site
  88. Test the customer interface Web site
  89. Upgrading from SWCP Release 4.0
  92. Step 1. Reduce the Symposium Web Center Portal database
  93. Step 2. Review the preinstallation instructions
  94. Step 3. Read the prerequisite documentation and check for updates
  95. Step 4. Install your remote support access tool
  97. Step 5. Install the Multimedia/Outbound server software
  98. Step 6. Install the Multimedia/Outbound service updates
  100. Step 7. Provide local users with Log on as a Service right
  101. Step 8. Configure the shared inbound and outbound attachment folders
  102. Step 9. Configure Internet Information Services (IIS)
  103. Step 10. Verify the Multimedia database installation
  104. Step 11. Other postinstallation tasks
  106. Step 12. Check the requirements for each client
  107. Step 13. Install .NET Framework on clients
  108. step 14. configure access to client applications
  109. Step 15. Configure phonesets on the switch for each agent
  110. Step 16. Create a Windows user for each agent
  111. Step 17. Configure the e-mail server
  112. Section F: Database upgrade
  113. Step 18. Stop the Multimedia services
  114. Step 19. Back up the Contact Center database
  115. Step 20. Install and configure the Sybase ODBC driver
  116. Step 21. Migrate the SWCP 4.0 database to the CCMM server
  117. migrating the database
  118. Step 22. Copy the inbound and outbound attachment folders
  119. Table Of Contents
  120. Step 24. Enable Open Queue
  121. Step 25. Ensure the CCT server is configured
  122. Section H: CCMA server configuration
  123. Step 26. Refresh the Contact Center Manager Server
  124. Step 27. Create the agent phonesets
  125. Step 28. Create required multimedia skillsets
  126. Step 29. Remove redundant skillsets and agent assignments
  127. Step 30. Create supervisors and agents
  128. Step 31. Create route points
  129. Step 32. Configure the sample multimedia scripts
  130. step 33. add the multimedia server to ccma for reporting
  131. Step 34. Import the agent phonesets to the TAPI database
  132. Step 35. Configure the Contact Management Framework option
  133. Step 36. Import the contact center users into CCT
  134. Step 37. Import the terminals and addresses into CCT
  135. Step 38. Import the Windows users into CCT
  136. Step 39. Import the agent workstations into CCT
  137. Step 40. Map terminals to workstations (optional)
  138. Step 41. Map users to addresses, terminals, and contact center users
  139. Section J: Contact type configuration
  140. Step 42. Understand the new contact types
  141. Step 43. Log on to the Multimedia Administrator
  142. Step 44. Start the configuration tool
  143. Step 45. Review migrated mailboxes and rules
  144. Step 46. Update the E-mail Manager service
  145. Step 47. Reassign the contacts
  146. Section K: Agent configuration
  147. Step 48. Configure the administrators
  148. Step 49. Configure hotdesking (optional)
  149. Step 50. Start the client applications
  150. Upgrading licenses in your current installation
  153. Step 1. Read the prerequisite documentation and check for updates
  154. Step 2. Upgrade the License file
  156. Step 3. Install any Multimedia/Outbound service updates
  158. Step 4. Configure the shared inbound and outbound attachment folders
  159. Step 5. Configure access to client applications
  160. Step 6. Configure the e-mail server
  161. Section D: CCMA server configuration
  162. Step 7. Create additional agent phonesets
  163. Step 8. Create additional multimedia skillsets
  164. Step 9. Create additional supervisors and agents
  165. Step 10. Create additional route points
  166. Step 11. Configure additional sample multimedia scripts
  167. Section E: CCT server configuration
  168. Step 12. Import additional agent phonesets to the TAPI database
  169. Step 13. Import additional contact center users into CCT
  170. Step 14. Import additional terminals and addresses into CCT
  171. Step 15. Import additional Windows users into CCT
  172. Step 16. Import additional agent workstations into CCT
  173. Step 17. Map terminals to workstations (optional)
  174. Step 18. Map additional users to the CCT resources
  175. Section F: Contact type configuration
  176. Step 19. Understand the new contact types
  177. Step 20. Log on to the Multimedia Administrator
  178. Step 22. Update the E-mail Manager service
  179. Step 23. Check the prerequisites for the Web server
  180. Step 24. Install the external Web server software
  181. Step 25. Configure your Web server
  182. Section H: Agent configuration
  183. Step 26. Configure hotdesking (optional)
  184. Step 27. Start the client applications
  185. Migrating Contact Center 6.0 to a new server
  187. Section A: Source server requirements
  188. Step 1. Back up your Contact Center Multimedia database
  189. Section B: Preinstallation
  193. Section C: Installation
  196. Section D: Postinstallation
  201. Step 11. Restore the Contact Center Multimedia/Outbound data
  202. Step 12. Other postinstallation tasks
  203. Section E: Client configuration
  204. Step 13. Check the requirements for each client
  205. Step 15. Configure access to client applications
  206. Step 16. Configure phonesets on the switch for each agent
  207. Step 18. Configure the e-mail server
  208. section g: contact center manager
  209. Step 19. Enable Open Queue
  210. Step 20. Ensure the CCT server is configured
  212. Step 21. Refresh Contact Center Manager Server
  213. Step 22. Create the agent phonesets
  214. Step 23. Create required multimedia skillsets
  215. Step 24. Create supervisors and agents
  216. step 25. create route points
  217. Step 26. Configure the sample multimedia scripts
  218. Step 27. Add the Multimedia Server to CCMA for reporting
  219. Step 28. Import the agent phonesets to the TAPI database
  220. Step 29. Configure the Contact Management Framework option
  221. Step 30. Import the contact center users into CCT
  222. Step 31. Import the terminals and addresses into CCT
  223. Step 32. Import the Windows users into CCT
  224. Step 33. Import the agent workstations into CCT
  225. Step 34. Map terminals to workstations (optional)
  226. Step 35. Map users to addresses, terminals, and contact center users
  228. Step 36. Understand the contact types
  229. Step 37. Log on to the Multimedia Administrator
  230. Step 38. Start the configuration tool
  231. Step 39. Update the E-mail Manager service
  233. step 40. configure the administrators
  234. Step 41. Configure hotdesking (optional)
  235. Step 42. Start the client applications
  236. Part 3 Configuring the CCMM Standby server
  237. Installing the Standby server
  242. Step 3. Share the attachment folders on the Active server
  243. Step 4. Configure the Standby server on the Active server
  244. Step 5. Back up the active Multimedia server
  245. Step 6. Understand the Active server installation
  246. Step 7. Install your remote support access tool
  248. Step 8. Install the Standby server software
  249. installing the standby server
  250. Step 9. Install the Standby server updates
  251. Step 10. Provide local users with the Log on as a Service right
  252. Step 11. Create shared inbound and outbound attachment folders
  253. Step 12. Configure Internet Information Services
  254. Step 13. Verify the Multimedia database installation
  255. Step 14. Other postinstallation tasks
  256. Step 15. Add the Standby server to CCMA
  257. Step 16. Restore the Multimedia database
  258. Step 17. Demote the Standby server
  259. Step 18. Confirm the Standby server mode
  260. Step 19. Copy e-mail attachments
  261. Step 20. Select the Journal file
  262. Step 21. Confirm the Multimedia services
  265. Step 1. Ensure the failed server is disconnected from the network
  266. Step 2. Promote Server B
  267. Step 3. Confirm the mode of Server B
  268. Step 4. Associate the new reporting server
  269. Step 5. Configure the external Web server
  270. Step 6. Configure the Contact Center Agent Desktop
  271. Step 7. Disable the failed server
  272. Step 8. Confirm the Multimedia services
  273. Section B: Switching to Standby for a planned change
  274. Table Of Contents
  276. Step 1. Disconnect Server A from the network
  278. Step 3. Associate the new reporting server
  279. Step 4. Configure the external Web server
  280. step 5. configure the contact center agent desktop
  281. Step 6. Disable Server A
  282. Step 7. Confirm the Multimedia services
  283. Section C: Restoring CCMM servers to original configuration
  284. Table Of Contents
  286. Step 1. Ensure users are disconnected
  287. Step 2. Stop and disable Multimedia services on Server B
  288. Step 3. Backup Server B
  289. Step 4. Stop the shadowing process on Server B
  290. Step 5. Update the server details
  291. Step 6. Demote Server B
  292. Step 7. Stop the services on Server B
  293. Step 8. Stop and disable Multimedia services on Server A
  294. Step 9. Restore the backup to Server A
  295. Step 10. Record the journal file
  296. Step 11. Update the server details for Server A
  297. Step 12. Update the e-mail attachment folders
  298. Step 13. Enable the services on Server A
  299. Step 14. Restart services on Server A
  300. Step 15. Associate the new reporting server
  301. Step 16. Configure the external Web server
  302. Step 17. Configure the Contact Center Agent Desktop
  303. Step 18. Start the services on Server B
  304. step 19. update the e-mail attachment folders
  305. Step 20. Set shadowing on Server B
  306. Step 21. Enable the services on Server B
  307. Step 22. Confirm the Multimedia services
  308. Part 4 Maintaining the Multimedia/Outbound server
  310. Log on to the Multimedia Administrator
  311. Configure skillsets
  312. Configure the outbound scheduler
  316. Create a recipient mailbox
  317. Configure inbound e-mail settings
  318. Configure outgoing mailbox settings
  319. Configure rules
  320. creating a new rule
  321. deleting a rule
  322. Configure a rule for multiple mailboxes
  323. Configure closed reasons
  324. Configure e-mail for Asian languages
  325. Configuring Web communications settings
  328. Configure the external Web server
  331. Create autophrases for skillsets
  332. Create page push lists for skillsets
  333. Configure Web-on-hold groups
  334. Configure Web Communications Manager settings
  336. Configuring the Contact Center Agent Desktop
  339. Reset agent passwords
  340. Configure custom fields in CCAD
  341. Configure the active contact timer
  342. Configure the callback timer
  343. Configure attachment size
  344. Configure hotdesking
  345. Configure visual contact alerts
  346. Configure audible contact alerts
  347. Configure the terminal state
  348. Uninstalling the software
  349. Uninstall the server software
  350. Using the Patch Viewer
  351. Use the Patch Viewer
  352. Maintaining the database
  354. Maintain the Multimedia server
  355. Configure the destination location for a backup
  356. Create an immediate backup
  357. backing up the database
  358. Create a scheduled backup
  359. scheduling a backup
  360. Clear a scheduled backup
  361. Restore the Multimedia database
  363. Archiving the database
  364. Restoring the Multimedia database from an archive
  365. Recovering from a failed archive or restore
  367. Create Log reports
  368. Trace log events in Contact Center Agent Desktop
  369. Configure the Windows SNMP service on the server
  370. Use the Event to Trap Translator to select events
  371. Table Of Contents
  373. General security precautions
  374. Microsoft security guidelines
  375. Password guidelines
  376. Check server events for suspicious activity
  377. Activate the Nortel Contact Center Security Template
  378. Use the Windows Server 2003 Security Configuration Wizard
  379. configuration wizard
  380. Enable SSL on the E-mail Manager
  381. SMTP Authentication
  382. Troubleshooting
  383. Table Of Contents
  385. Troubleshoot installation problems
  386. Troubleshoot network connectivity
  387. Restart Contact Center servers
  388. Troubleshoot migration problems
  389. Troubleshoot licensing configuration
  390. Troubleshoot the database
  391. Troubleshoot the Multimedia Administrator
  392. Troubleshoot the E-mail Manager
  393. Troubleshoot the Contact Center Agent Desktop
  394. Troubleshoot the Outbound Campaign Management Tool
  395. Troubleshoot contact routing errors
  396. Troubleshoot Internet Explorer
  397. troubleshoot archiving
  398. Configuration for Asian languages
  399. Technical support
  400. Using serviceability tools
  401. Use the E-mail Manager Memory Management utility
  402. Part 5 Appendixes
  403. A Event codes
  404. Operating system events
  405. Contact Center Multimedia events
  406. B Feature licensing
  407. Multimedia license codes
  408. C Contact life cycles
  410. Outbound contacts
  411. E-mail messages
  412. Web Communications contacts
  413. Change the names or IP addresses of servers
  414. D Change the names or IP addresses of servers
  416. Change the Contact Center Manager Server name
  417. Change the Contact Center Manager Server IP address
  418. Change the Contact Center Manager Standby Server name
  419. Change the Contact Center Manager Standby server IP address
  420. Change the co-resident server name
  421. Change the co-resident server IP address
  422. Change the Contact Center Manager Administration server name
  423. Change the Contact Center Manager Administration server IP address
  424. Change the Communication Control Toolkit server name
  425. configuring the contact center agent desktop
  426. Change the Communication Control Toolkit IP address
  427. change the contact center multimedia server name
  428. change the contact center multimedia ip address
  429. change the contact center multimedia standby server name
  430. Glossary
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