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Software Applications
The Contact Center Suite software package contains the following modules:
•
Server: Stores all call data and provides real-time information for the other
components of the system. The Server is the heart of the Contact Center system.
Refer to the Contact Center Suite Installation Manual for information on Server.
•
Data Manager: Used to configure the Server. It connects over the network to the
Server, and allows the administrator to configure various settings, such as lists of
devices, or how to connect to the telephone system. The Data Manager can also be
executed on the same computer as the Server. Refer to the Contact Center Suite
Installation Manual for information on Data Manager.
•
CallViewer: Allows individual users to screen pop information from the company
database and manage calls and e-mail messages. CallViewer includes several "look
and feel" choices to help you customize the application to suit your need.
•
RealViewer: Allows users to see statistics, at their own computer, based on the
activity of the user or their group.
•
Reporter (Reporter Basic, Reporter, and Reporter Pro): Allows you to analyze the
call log historically in a variety of ways to make better business decisions. Note that
licensing varies for Reporter Basic, Reporter, and Reporter Pro.
•
Reporter Real-Time (Reporter and Reporter Pro): Allows you to analyze the call log
in real-time in a variety of ways to make better business decisions. Note that licensing
varies for Reporter and Reporter Pro.
•
Intelligent Router: Allows you to program routing schemes (and numerous other
actions) for calls and other media types based on call information and other statistics.
Intelligent Router is required if the optional media blending feature is desired. Refer to
the Contact Center Suite Installation Manual for information on Intelligent Router.
•
Verint (formerly Mercom) Audiolog
Verint Audiolog voice recorder, which enables the recording of your calls and
subsequent playback from Reporter.
•
Auto Reporter: Provides Web publishing capabilities for Reporter and Reporter Real-
Time. With Auto Reporter, you can schedule reports to automatically publish them to
a Web site (Internet or intranet), send them to a printer, or e-mail them with
attachments in .doc or .xls format. Wireless Application Protocol (WAP) reports
can be published to a Web site for viewing on a WAP-compliant device. Finally, Auto
Reporter allows you to schedule exports for reports. Refer to
more information.
Licenses
The features available in each Contact Center Suite module are controlled by the license
level you have purchased. Refer to the Server chapter of the Contact Center Suite
Installation Manual or the online help for details on checking your licensing information.
Contact Center Suite User Guide
Server: Contact Center Suite supports the
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