Ivr Voice Ports - Nortel Contact Center Manager User Manual

August 2007

IVR voice ports

You must configure each IVR voice port that Contact Center Manager Server
acquires. Contact Center Manager Server must acquire IVR Voice Ports so that it
can
monitor the status of each IVR voice port
present calls to each IVR voice port
The IVR voice ports are configured as their unique Position ID.
The following table lists special considerations for IVR Voice ports when you
use Contact Center Manager Server.
3-Way
Conference
Line of
Business
COD
Before you begin
Before you configure a phoneset, you must perform the following tasks:
Contact Center Manager Switch Guide for Communication Server 2x00/DMS
A call is pegged as a conference when the agent presses the 3WC
key and then completes the call.
Contact Center Manager Server can report on the time agents
spend on different types of calls. To use this feature, you must
enable the LOB feature on the CS 2x00/DMS switch and define all
activity codes on Contact Center Manager Server. When you
define activity codes on Contact Center Manager Server, you can
assign useful names to the activity codes (for example, Sales or
Support) for reporting purposes.
For the analogue agents, which are the IVR ports/voice channels,
use the COD option. You can use this option set a voice port to
cutoff on disconnect so that the port can receive another call from
the queue. Otherwise, the port must wait for the IVR application to
timeout before the port can be used again.
CS 2x00/DMS switch subsystem configuration
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