Nortel Contact Center Manager Release Note
Nortel contact center manager software: release note
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- Installation and maintenance manual (1618 pages) ,
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Summary of Contents for Nortel Contact Center Manager
- Page 1 297-2183-903 Nortel Contact Center What’s New in Release 6.0 Product release 6.0 Standard 4.01 July 2007...
- Page 3 The process of transmitting data and call messaging between the Meridian 1 and Contact Center is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use.
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Page 5: Revision History
December 2005 November 2005 What’s New in Release 6.0 The Standard 4.01 version of Nortel Contact Center What’s New in Release 6.0 is released. This version is updated to include support for CS 1000 Release 5.0. The Standard 4.0 version of Nortel Contact Center What’s New in Release 6.0 is released. - Page 6 Revision history Standard 4.01 Contact Center...
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Page 7: Table Of Contents
Software delivery ........ - Page 8 Contents Standard 4.01 viii Contact Center...
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Page 9: Introduction
C h a p t e r 1 Introduction In this chapter What is a contact center? About this document What’s New in Release 6.0... -
Page 10: What Is A Contact Center
Introduction What is a contact center? Contact centers are constantly evolving to meet existing needs. Once an environment designed to process telephone calls, call centers have evolved to become customer contact centers, processing all types of media transactions. The contact center is now seen as the core of a business due to its critical role in maximizing customer satisfaction, while at the same time realizing efficiency. -
Page 11: About This Document
July 2007 About this document Nortel has proven to be a world leader in contact center technology, with contact centers in more than 100 countries. Nortel understands the needs of the contact center environment, and creates lasting relationships with customers by developing the solutions to address their ever-changing business needs. - Page 12 Introduction Standard 4.01 Contact Center...
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Page 13: About Contact Center 6.0
C h a p t e r 2 About Contact Center 6.0 In this chapter Overview Software delivery Components in Release 6.0 Installation configurations System operations and supported platforms Documentation suite How to get help What’s New in Release 6.0... -
Page 14: Overview
About Contact Center 6.0 Overview Nortel Contact Center 6.0 represents the next generation of contact center software. Contact Center 6.0 is a set of software components that addresses the business requirements of sophisticated contact center environments. Contact Center 6.0 is sold as a single software media suite with a licensing mechanism that offers custom functionality and features, either using corporate or nodal licensing. -
Page 15: Software Delivery
July 2007 Software delivery For Release 6.0, all Contact Center components, including the documentation, are delivered on a single DVD. The DVD contains the following Nortel applications: Contact Center Manager Server (including the Contact Center Manager Network Control Center) License Manager... -
Page 16: Components In Release 6.0
Contact Center Manager Server is the core contact center component that provides the intelligent routing capability for telephony calls and multimedia contacts. Use Contact Center Manager Server to route calls and contacts to the most qualified agent. The most qualified agent is the agent with the appropriate capability for handling the type of call or contact and the appropriate skillset or unique abilities. - Page 17 It provides true workflow, queuing, routing, reporting, and management of voice, outbound, and e-mail contacts. Contact Center Manager Server can also be used in a SIP-enabled contact center, where communication sessions are established over Internet Protocol (IP) networks for interactive communication between two or more entities. SIP...
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Page 18: License Manager
(Contact Center Manager, Contact Center Manager Administration, Communication Control Toolkit, and Contact Center Multimedia). You must install the License Manager on the Contact Center Manager Server or on the primary Contact Center Manager Server in a networked contact center. If... - Page 19 July 2007 Server Utility You can use the Server Utility to monitor and maintain Contact Center Manager Server Release 6.0. The Server Utility provides functionality that is not available through Contact Center Manager Administration. With the Server Utility, you can...
- Page 20 About Contact Center 6.0 With the Contact Center Manager Administration Web-based platform, you can perform the following functions based on the CS 1000/Meridian 1, CS 2x00/ DMS, or SIP configuration of your contact center: Contact Center Management—Configure access levels for agent to...
- Page 21 You can view real-time reports on a per-skillset basis (if outbound skillsets are defined) and standard historical outbound reports through Contact Center Manager Administration. You can use the Report Creation Wizard to generate custom outbound reports. For more information, see the Contact Center Manager Supervisor’s Guide.
- Page 22 Desktop application. A SIP-enabled contact center also requires the functionality of a Communication Control Toolkit Connector that is built into the Contact Center Manager Server product as a SIP service. Intelligent Call Manager (ICM) connector—The Communication Control Toolkit now supports ICM on CS 2x00.
- Page 23 July 2007 Client applications—Third-party components including software phones, agent telephony toolbars, or call management applications. The Contact Center Agent Desktop is a Nortel software application that provides the agent telephony toolbar functionality. Contact Center Multimedia The Contact Center Multimedia/Outbound server contains contact center applications that expand the contact center to allow agents to view, respond to, and track requests over the Internet.
- Page 24 Outbound Campaign Management Tool—You access the Outbound Campaign Management Tool from the Contact Center Manager Administration application. Administrators use the integrated Outbound Campaign Management Tool to create, modify, and monitor outbound campaigns.
- Page 25 July 2007 sales promotion. For more information, see the Contact Center Manager Administrator’s Guide. Contact Center Agent Desktop—Agents use Internet Explorer to connect to a new Web service-based unified Agent Desktop interface on the Contact Center Multimedia server. The Communication Control Toolkit pushes e-mail, Web requests, outbound contacts, and voice calls to the Agent Desktop interface.
- Page 26 About Contact Center 6.0 The Contact Center Multimedia server is not used in a SIP-enabled Contact Center; however, you can install the Contact Center Agent Desktop on a Communication Control Toolkit server or another server to facilitate handling of voice contacts on the agent desktop. Migration Utility—You can use this utility to migrate data from the Symposium Web Center Portal database to the new Contact Center Multimedia database.
- Page 27 July 2007 Network architecture The following diagram shows the network architecture for Contact Center 6.0 in a single-node configuration. Customer VGMC VGMC VGMC What’s New in Release 6.0 About Contact Center 6.0...
- Page 28 ELAN subnet Nortel server subnet single network interface card Contact Center Manager Server configuration The ELAN subnet must be connected to the Nortel server subnet with one router only. Nortel Contact Center 6.0 works with the following switches: CS 1000/Meridian 1, CS 2x00/DMS, and MCS 5100.
- Page 29 July 2007 Media Application Server The Media Application Server (MAS) acts as the termination and origination point in SIP-enabled contact centers. Use the MAS to support supervisor features such as Observe and Barge-In silently or with a tone transfer DTMF digits from the customer to the IVR service provide announcements in audio or video provide music in audio files provide voice/XML dialogs for prompting to collect digits...
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Page 30: Installation Configurations
Contact Center Manager Server and Contact Center Manager Administration configuration on CS 2x00/DMS multiple node configuration on CS 2x00/DMS universal networking SIP configuration on MCS 5100 For more detailed information and diagrams, see the Nortel Contact Center Planning and Engineering Guide. Standard 4.01 Contact Center... - Page 31 You can use Nortel IVR or third-party IVR systems to provide front-end IVR to calls before they are handed over to Contact Center Manager Server, or in a GIVE IVR command in the scripts after Contact Center Manager Server takes control of the call.
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Page 32: System Operations And Supported Platforms
Switch support Contact Center Release 6.0 provides support for the following switches: Nortel Meridian 1 PBX Nortel Communication Server 1000 (CS 1000) SL-100 Communication Server 2000 (CS 2000 or CS 2x00) Communication Server 2100 (CS 2100 or CS 2x00) -
Page 33: System Requirements
Utility) require Windows XP Professional SP2, Windows 2000 Professional SP4, Windows Server 2003 Standard Edition, or Windows Server 2003 Enterprise Edition operating system. For complete details about platform and server requirements, see the Nortel Contact Center Planning and Engineering Guide. What’s New in Release 6.0 About Contact Center 6.0... -
Page 34: Documentation Suite
Online Help is also accessible through the Help menu within the applications. You can obtain the third-party programmer’s guides through the Developer Partner Program. Guides The following guides are available on the Contact Center DVD or on the Nortel Web site (www.nortel.com). For information about Refer to Planning and... - Page 35 July 2007 For information about Refer to Server operating system configuration and requirements What’s New in Release 6.0 Contact Center Manager Switch Guide for Communication Server 2X00/DMS SIP Contact Center Switch Configuration Guide Contact Center Manager Server Technical Requirements and...
- Page 36 About Contact Center 6.0 For information about Refer to Installation, upgrades, migration, and maintenance Scripting Contact Center Manager Server Installation and Maintenance Guide Contact Center Manager Server Installation and Maintenance Guide for the Co-resident Server Contact Center Manager Server Installation and Maintenance Guide...
- Page 37 Application online Help Each Contact Center application contains online Help that explains tasks and describes the windows in the application. What’s New in Release 6.0 Contact Center Manager Network Control Center Administrator’s Guide Contact Center Manager Administrator’s Guide Contact Center Manager Supervisor’s Guide...
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Page 38: How To Get Help
Latest software Latest documentation Getting help from the Nortel Web site The best way to get technical support for Nortel products is from the Nortel Technical Support Web site: www.nortel.com/support This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. - Page 39 Getting help over the phone from a Nortel Solutions Center If you do not find the information you require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center.
- Page 40 About Contact Center 6.0 Standard 4.01 Contact Center...
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Page 41: New In This Release
C h a p t e r 3 New in this release In this chapter Introduction Contact Center portfolio rebranding Upgrading from a previous release Product changes What’s New in Release 6.0... -
Page 42: Introduction
New in this release Introduction This chapter contains information that is important to users who used previous releases of the Nortel contact center software. It describes product rebranding, upgrade paths from previous releases, and improvements to the Contact Center portfolio. -
Page 43: Contact Center Portfolio Rebranding
Contact Center portfolio rebranding Introduction For Release 6.0, the Symposium portfolio is rebranded as the Nortel Contact Center portfolio. Many of the application names within the Contact Center portfolio are updated to align with the overall portfolio. This section provides an overview of the changes. -
Page 44: Upgrading From A Previous Release
Engineering Guide. For detailed installation and upgrade procedures, see the Nortel Contact Center Manager Server Installation and Maintenance Guide. Before you upgrade the Contact Center Manager Server software, you must ensure your new hardware meets the required specifications. For detailed... - Page 45 (NIC) or two. If they select one, the server subnet IP address is entered and no ELAN subnet IP address is prompted. The single-NIC solution requires a routed ELAN subnet. Nortel recommends the single-NIC configuration as future Contact Center...
- Page 46 Installing the standby server Enhancements for Release 6.0 reduce the complexity of switching from the active Contact Center Manager Server to the standby server and minimize the amount of time required to activate the standby server: The standby server retains its computer name and IP address after it is activated (you do not need to manually change the name and IP address to match the primary server, and then restart the server).
- Page 47 The Contact Center Server Utility is a new product. All installations are new installations for this release. The Contact Center Server Utility can be installed on a stand-alone computer, on the Contact Center Manager Server, or in a networked contact center, co-resident with the Network Control Center server.
- Page 48 Administration application-specific data that does not reside in ADAM. Data in ADAM cannot be replicated. Users can change the name or IP address of the Contact Center Manager Server in the Contact Center Manager Administration tool. This feature lets Contact Center Manager Administration to continue communicating with the server, even though it has a different name.
- Page 49 July 2007 The complete list of Event Codes is included in the Contact Center Manager Administration Installation and Maintenance Guide as well as events recommended for trapping. The CS 1000/M1 Data Extraction Tool is modified to allow the download of trunk numbers without leading zeros (LD 20 and LD 81).
- Page 50 New in this release Installing the Standby server The Caché database offers database shadowing to provide a near real-time replication of the database to a standby Contact Center Multimedia/Outbound server. You can install the Redundancy server and configure the database shadowing after you install the primary Multimedia server.
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Page 51: Product Changes
The contact management programming interface is Java API. Third-party applications are built with Java libraries supplied by Nortel. The Open Queue specification for contacts supports create, read, and delete operations for contacts. It also supports a set of mutable and immutable intrinsics associated What’s New in Release 6.0... - Page 52 The workflow script accesses the values in the intrinsics and uses them to make routing decisions. The Contact Center Multimedia applications use the Open Queue API for access to Contact Center Manager Server, replacing the Dynamic Transaction Handler (DTH) mechanism.
- Page 53 Note: The geographic resiliency enhancements are not applicable when the Contact Center Manager Server is configured as a SIP contact center. Increase in configured agents The maximum number of configured agents increases from 6000 to 10000. The number of active agents is 3350.
- Page 54 Skillset and the networked contact center are available in the Report Creation Wizard. Contact Center Manager Administration improvements The following improvements to the Contact Center Manager Administration work on a Symposium Web Client server 5.0 that is connected to a Release 6.0 Contact Center Manager Server.
- Page 55 Access and Partition Management General improvements to the Access and Partition Management component of the Contact Center Manager Administration include the following: use dynamic standard partitions that are easier to configure use new access classes for real-time reporting and historical reporting...
- Page 56 New in this release Real-Time Displays General improvements to the Real-Time Displays component of the Contact Center Manager Administration for tabular reports include the following: use a collection to arrange up to six tabular and graphical displays configure colors for standard tabular displays where the threshold is below level 1 choose filters link from Standard Skillset report to Skillset view...
- Page 57 Center Manager Administration include the following: view and print all historical report schedules modify report templates on the network drive update remote site reports when the Contact Center Manager Server IP address changes Configuration Report for Default Queue Management performance enhancements For more information about reports, see “Reporting”...
- Page 58 The maximum number of configured supervisors increases from 300 to 600. Agent ID digit support Contact Center Manager Administration supports 10-digit agent IDs for DMS and 16-digit agent IDs for Meridian 1 PBX/CS 1000. Administrators can configure the system to use 4- to 10-digit IDs for DMS.
- Page 59 For Release 6.0, administrators run multimedia reports using the Report Creation Wizard and view real-time display information about multimedia contacts on the Contact Center Manager Administration real-time displays. Administrators also configure user and skillset information and supervisor logon functionality in Contact Center Manager Administration. The real-time reporting component from Symposium Web Center Portal Release 4.0 is...
- Page 60 The Contact Center Multimedia/Outbound server handles up to 5000 contacts per hour. This maximum applies to all multimedia contact types. Contact Center Manager Server support The Contact Center Multimedia/Outbound server aligns with Contact Center Manager Server to support a maximum of 9900 configured agents.
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Page 61: Acronyms In Contact Center
A p p e n d i x A Acronyms in Contact Center In this chapter Acronyms What’s New in Release 6.0... -
Page 62: Acronyms
Automatic Call Distribution Application Programmer Interface Average Speed of Answer Sybase Adaptive Server Enterprise version Contact Center Contact Center Manager CCMA Contact Center Manager Administration CCMM Contact Center Multimedia CCMS Contact Center Manager Server Communication Control Toolkit CLAN Customer Local Area Network (new name: Server Subnet) - Page 63 July 2007 Acronym Definition Data Source Name DTMF Dual Tone Multi Frequency ELAN Embedded Local Area Network General Availability GRTD Graphical Real-Time Display Graphical User Interface Historical Data Collector Historical Data Manager Host Data Exchange Interface Definition Language Internet Protocol Integrated Project Team Interactive Voice Response Local Area Network...
- Page 64 Acronyms in Contact Center Acronym Definition Open Client OCMT Outbound Campaign Management Tool Object Request Broker Private Branch Exchange Product Line Management Product Requirements Document or Platform Recovery Disk Platform Vendor Independence Report Creation Wizard Real-time Statistics Multicast Real-time Data API Real-time Interface Symposium Event Interface SCCS...
- Page 65 July 2007 Acronym Definition Virtual Private Network What’s New in Release 6.0 Acronyms in Contact Center...
- Page 66 Acronyms in Contact Center Standard 4.01 Contact Center...
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Page 67: Glossary
Glossary access class A collection of access levels that defines the actions a member of the access class can perform within the system. For example, a member of the Administrator access class can be given a collection of Read/Write access levels. access level A level of access or permission given to a particular user for a particular application or function. - Page 68 Glossary administrator A user who sets up and maintains Contact Center Manager and Contact Center Multimedia. agent A user who handles inbound and outbound voice calls, e-mail messages, and Web communications. agent logon ID A unique identification number assigned to a particular agent. The agent uses this number when logging on.
- Page 69 A table configured on the switch that contains a list of ACD-DNs used to define routes for incoming calls. This ensures that incoming calls not processed by Contact Center Manager Server are queued to ACD groups and handled by available agents.
- Page 70 The Windows-based client component for Symposium Call Center Server. client The part of Contact Center Manager Server that runs on a personal computer or workstation and relies on the server to perform some operations. Two types of client are available: Server Utility and Contact Center Manager Administration.
- Page 71 Center Manager Administration server. Contact Center Manager Administration server The server on which the Contact Center Manager Administration software is installed. This server acts as the middle layer that communicates with Contact Center Manager Server and makes information available to the client PCs.
- Page 72 A special directory number that allows calls arriving at the switch to be queued when the CDN is controlled by an application such as Contact Center Manager Server. When a call arrives at this number, the switch notifies the application and waits for routing instructions, which are performed by scripts in Contact Center Manager Server.
- Page 73 July 2007 event 1. An occurrence or action on Contact Center Manager, such as the sending or receiving of a message, the opening or closing of an application, or the reporting of an error. Some events are for information only, while others can indicate a problem.
- Page 74 A communications facility that provides an interface between the switch and a third-party host application. Meridian Mail A Nortel product that provides voice messaging and other voice and fax services. Multimedia database A Caché database used to store customer information and contact details for outbound, e-mail, and Web communication contacts.
- Page 75 Multimedia server and providing a quick recovery if the primary server fails. Replication Server A server that backs up the active Contact Center Manager Server to the standby Contact Center Manager Server in real time. What’s New in Release 6.0...
- Page 76 Contact Center Manager Server is used to configure the operations of the contact center. See also client. server subnet The subnet to which the Nortel servers, such as Contact Center Manager Server, Network Control Center, Contact Center Manager Administration, Contact Center Multimedia, and CallPilot are connected.
- Page 77 Management Protocol or SNMP, which sends messages called protocol data units (PDUs) site 1. A system using Contact Center Manager Server that can be accessed using Server Utility. 2. A system using Contact Center Manager Server and participating in Network Skill-Based Routing.
- Page 78 The science of translating sound into electrical signals, transmitting them, and then converting them back to sound. The term is used frequently to refer to computer hardware and software that perform functions traditionally performed by telephone equipment. telephony switch The hardware that processes calls and routes them to their destination.
- Page 79 A placeholder for values calculated within a script, such as CLID. Variables are defined in the Script Variable Properties sheet and can be used in multiple scripts to determine treatment and routing of calls entering Contact Center Manager Server. Virtual Private Network A private network that is configured within a public network to take advantage of the economies of scale and management facilities of large networks.
- Page 80 Glossary Standard 4.01 Contact Center...
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Page 81: Index
See Contact Center Agent Desktop application agents number supported alternative operational sites application Help assessment of capacity auditing backup Contact Center Manager Server License Manager Multimedia/Outbound cache database call variables capacity assessment tool Classic Client client applications Outbound Campaign Management Tool... - Page 82 Media Application Server migrating Multimedia/Outbound databases migration paths monitoring the status of Contact Center Manager Multimedia Server multimedia storage capacity multiple switches in contact center NET Framework Network Control Center (NCC) software network skill-based routing...
- Page 83 Outbound Campaign Management Tool outbound contacts reporting patching portfolio rebranding product improvements Contact Center Manager Administration Contact Center Manager Server Contact Center Multimedia product names queueing contacts real-time reports rebranding redundancy Contact Center Manager Server...
- Page 84 Nortel products software phones tracking changes in Administration treatment of contacts universal networking upgrades Contact Center Manager Administration Contact Center Manager Server overview viewing real-time statistics voice mail voice responses Web site addresses Standard 4.01...
- Page 85 How could we improve this book? _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ Please return your comments by fax to 353-91-756050, or mail your comments to Contact Center Documentation Research and Development Prime, Nortel, Mervue Business Park, Galway, Ireland. Reader Response Form Contact Center Product release 6.0 What’s New in Release 6.0...
- Page 88 The process of transmitting data and call messaging between the Meridian 1 and Contact Center is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use.