Overview - Nortel Express Call Center User Manual

Data dictionary

Overview

Introduction
The Symposium Express Call Center database is an open database; you can
access the data in it with any SQL- or ODBC-compliant application. You can
use the data in many ways, including the following:
Import the data into a spreadsheet for manipulation.
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Import the data into your corporate database.
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Import the data into a workforce management system for analysis.
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Generate customized reports using Crystal Reports or another reporting
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application.
This appendix describes the data that is available to you.
ODBC
Since the Symposium Express Call Center database is ODBC-compatible, the
PC from which you access it must have ODBC version 3.5 installed, and it must
have a Data Set Name (DSN) defined for the database.
The correct version of ODBC is installed with the Symposium Express Call
Center client application, and the installation process creates the required DSNs.
If the Symposium Express Call Center client is not installed on your PC, you
must do the following:
1. Install ODBC.
ODBC is part of Microsoft's Data Access Components (DAC), and is
distributed with Microsoft Windows.
2. Configure a DSN using the ODBC Administrator.
User-created reports that you import into the client must be associated with
the ICCM_PREVIEW_DSN. If you do not import a report, then you can
use any DSN name.
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Standard 2.0
Symposium Express Call Center