Nortel Contact Center Manager Manuals

Manuals and User Guides for Nortel Contact Center Manager. We have 5 Nortel Contact Center Manager manuals available for free PDF download: Installation And Maintenance Manual, Scripting Manual, User Manual, Supplementary Manual, Release Note

Nortel Contact Center Manager Installation And Maintenance Manual (1618 pages)

Nortel Contact Center Multimedia Software: User Guide

Brand: Nortel | Category: Software | Size: 15.66 MB

Table of Contents
5
1 Getting Started

19
- New in this Release
  20
- Other Changes
  23
- Overview
  24
- About Contact Center Multimedia/Outbound
  26
- Network Components
  31
- New Features
  34
- How to Use this Guide
  38
- Skills You Need
  40
- Related Documents
  41
- How to Get Help
  43
Installing the Contact Center Multimedia/Outbound Server Software

45
Upgrading and Migrating Contact Center Multimedia/Outbound Release

287
Section F: Database Upgrade

373
Section G: Contact Center Manager Server Configuration

397
- Step 24. Enable Open Queue
  398
- Step 25. Ensure the CCT Server Is Configured
  401
Section H: CCMA Server Configuration

403
Section I: CCT Server Configuration

429
Section J: Contact Type Configuration

475
Section K: Agent Configuration

507
Configuring the CCMM Standby Server

867
- 8 Installing the Standby Server
  
  869
- 9 Changing the Active Server
  
  971
Maintaining the Multimedia/Outbound Server

1069
- 10 Configuring Outbound Settings and Routing
  
  1071
  - Overview
    1072
  - Log on to the Multimedia Administrator
    1073
  - Configure Skillsets
    1074
  - Configure the Outbound Scheduler
    1076
- 11 Configuring E-Mail Settings and Routing
  
  1077
  - Overview
    1078
  - Log on to the Multimedia Administrator
    1079
  - Configure Skillsets
    1080
  - Create a Recipient Mailbox
    1082
  - Configure Inbound E-Mail Settings
    1086
  - Configure Outgoing Mailbox Settings
    1090
  - Configure Rules
    1099
    
    Creating a New Rule
    1101
    
    Deleting a Rule
    1121
  - Configure a Rule for Multiple Mailboxes
    1122
  - Configure Closed Reasons
    1137
  - Configure E-Mail for Asian Languages
    1140
- 12 Configuring Web Communications Settings
  
  1143
  - Overview
    1144
  - Log on to the Multimedia Administrator
    1145
  - Configure the External Web Server
    1146
  - Configure Skillsets
    1148
  - Configure Outgoing Mailbox Settings
    1150
  - Create Autophrases for Skillsets
    1153
  - Create Page Push Lists for Skillsets
    1155
  - Configure Web-On-Hold Groups
    1158
  - Configure Web Communications Manager Settings
    1163
  - Configure Closed Reasons
    1170
- 13 Configuring the Contact Center Agent Desktop
  
  1173
  - Overview
    1174
  - Log on to the Multimedia Administrator
    1175
  - Reset Agent Passwords
    1176
  - Configure Custom Fields in CCAD
    1178
  - Configure the Active Contact Timer
    1181
  - Configure the Callback Timer
    1182
  - Configure Attachment Size
    1183
  - Configure Hotdesking
    1184
  - Configure Visual Contact Alerts
    1186
  - Configure Audible Contact Alerts
    1188
  - Configure the Terminal State
    1190
- 14 Uninstalling the Software
  
  1191
  - Uninstall the Server Software
    1192
- 15 Using the Patch Viewer
  
  1199
  - Use the Patch Viewer
    1200
- 16 Maintaining the Database
  
  1203
  - Overview
    1204
  - Maintain the Multimedia Server
    1205
  - Configure the Destination Location for a Backup
    1206
  - Create an Immediate Backup
    1211
  - Backing up the Database
    1212
  - Create a Scheduled Backup
    1217
  - Scheduling a Backup
    1218
  - Clear a Scheduled Backup
    1222
  - Restore the Multimedia Database
    1225
- 17 Archiving and Restoring Data
  
  1229
  - Overview
    1230
  - Archiving the Database
    1231
  - Restoring the Multimedia Database from an Archive
    1240
  - Recovering from a Failed Archive or Restore
    1244
- 18 Alarms and Events
  
  1245
  - Overview
    1246
  - Create Log Reports
    1247
  - Trace Log Events in Contact Center Agent Desktop
    1251
  - Configure the Windows SNMP Service on the Server
    1253
  - Use the Event to Trap Translator to Select Events
    1255
- 19 Managing Security
  
  1259
  - Overview
    1260
  - General Security Precautions
    1261
  - Microsoft Security Guidelines
    1262
  - Password Guidelines
    1263
  - Check Server Events for Suspicious Activity
    1264
  - Activate the Nortel Contact Center Security Template
    1265
  - Use the Windows Server 2003 Security Configuration Wizard
    1271
  - Configuration Wizard
    1276
  - Enable SSL on the E-Mail Manager
    1279
  - SMTP Authentication
    1283
- 20 Troubleshooting
  
  1287
  - Overview
    1288
  - Troubleshoot Installation Problems
    1289
  - Troubleshoot Network Connectivity
    1293
  - Restart Contact Center Servers
    1295
  - Troubleshoot Migration Problems
    1298
  - Troubleshoot Licensing Configuration
    1299
  - Troubleshoot the Database
    1309
  - Troubleshoot the Multimedia Administrator
    1310
  - Troubleshoot the E-Mail Manager
    1311
  - Troubleshoot the Contact Center Agent Desktop
    1317
  - Troubleshoot the Outbound Campaign Management Tool
    1322
  - Troubleshoot Contact Routing Errors
    1323
  - Troubleshoot Internet Explorer
    1325
  - Troubleshoot Archiving
    1326
  - Configuration for Asian Languages
    1327
  - Technical Support
    1331
- 21 Using Serviceability Tools
  
  1333
  - Use the E-Mail Manager Memory Management Utility
    1334
Appendixes

1337
- Part 5 Appendixes
  1337
- Event Codes
  
  1339
  - Operating System Events
    1340
  - Contact Center Multimedia Events
    1341
- Feature Licensing
  
  1367
  - Multimedia License Codes
    1368
- Contact Life Cycles
  
  1371
  - Overview
    1372
  - Outbound Contacts
    1373
  - E-Mail Messages
    1375
  - Web Communications Contacts
    1377
- Change the Names or IP Addresses of Servers
  
  1379
Glossary

1555
Index

1595

Nortel Contact Center Manager Scripting Manual (812 pages)

Contact Center Manager

Brand: Nortel | Category: PBX | Size: 4.1 MB

Table of Contents
5
1 Getting Started

13
2 Understanding and Planning Your Scripts

25
- Overview
  26
- Using Scripts in Your Contact Center
  27
- How Call Routing and Call Treatment Work
  29
- Types of Scripts
  33
- Script Building Blocks
  38
- Planning Your Scripts
  41
- Scripting Tools and Procedures
  48
3 Scripting Rules and Conventions

55
- Overview
  56
- Script Formatting Conventions
  58
- Script Naming Guidelines
  63
- Script Rules
  65
- General Scriptwriting Tips
  68
- Guidelines for Providing Feedback
  83
- GIVE IVR" on
  85
- Scriptwriting Tips for Specific Commands
  86
- Script Example Using Formatting Conventions and Rules
  87
- Opening the Scripting Tool
  90
4 Working with Script Variables

99
- Overview
  100
- Starting the Script Variables Tool
  104
- Types of Variables
  106
- Creating Script Variables
  109
- Checking Variables for Referencing Scripts
  117
- Changing Script Variable Properties
  119
- Copying Script Variables
  121
- Deleting Script Variables
  128
- Printing Script Variables
  131
5 Creating and Administering Scripts

139
- Overview
  140
- Section A: Creating and Editing Scripts
  
  141
  - Creating New Scripts
    142
  - Editing Scripts
    150
  - Adding Script Elements to Scripts
    152
  - Saving Changes to Scripts
    156
  - Opening Web Scripts Editor in a New Window
    158
  - Using Text Find and Replace
    162
  - Using Character Count
    165
- Section B: Importing and Exporting Scripts
  
  167
- Section C: Administering Scripts
  
  175
  - Validating Scripts
    176
  - Activating and Deactivating Scripts
    182
  - Deactivating Scripts with Circular Dependencies
    186
  - Renaming Scripts
    188
  - Deleting Scripts
    190
6 Basic Script Commands

193
- Overview
  194
- Section A: Basic General Commands
  
  195
  - Assign to
    196
  - Execute
    198
  - Execute Script
    199
  - If-Then-End if
    200
  - If-Then-Else-End if
    201
  - Quit
    203
  - Wait
    206
- Section B: Basic Contact Processing Commands
  
  209
  - Change Priority in Agent
    210
  - Change Priority in Skillset
    214
  - Disconnect
    216
  - Give Busy
    217
  - Give Music
    219
  - Give Overflow
    221
  - Give Ran
    223
  - Give Ringback
    225
  - Give Silence
    227
  - Queue to Agent
    229
  - Queue to Skillset
    232
  - Remove from Agent
    237
  - Remove from Skillset
    239
  - Route Call
    241
7 Advanced Script Commands

245
- Overview
  246
- Event Handler
  247
- Log
  252
- READVAR and SAVEVAR
  254
- Where-Equals
  260
8 Networking Commands

265
- Overview
  266
- Section A: Network ACD Routing
  
  275
  - Change Priority in Nacd
    276
  - Queue to Nacd
    279
  - Remove from Nacd
    281
- Section B: Network Skill-Based Routing
  
  283
  - Change Priority in Network Skillset
    284
  - Queue to Network Skillset
    286
  - Remove from Network Skillset
    288
9 Voice Processing Commands

291
- Overview
  292
- Choosing the most Efficient Commands
  293
- Sections
  293
- Section A: Basic IVR
  
  299
  - Give Ivr
    300
- Section B: Voice Session Commands
  
  303
  - Collect Digits
    304
  - OPEN VOICE SESSION and END VOICE SESSION
    307
  - Play Prompt
    311
- Section C: Broadcast Announcements
  
  317
  - Give Controlled Broadcast Announcement
    318
10 Host Data Exchange Commands

325
- Overview
  326
- Send Info
  330
- Send Request
  332
- Get Response
  334
- Database Integration Wizard
  337
11 Intrinsics

341
- Overview
  342
- Examples of Intrinsics Use
  345
- Section A: Skillset Intrinsics
  
  347
  - Overview of Skillset Intrinsics
    348
  - Answered Count
    353
  - Average Speed Answer
    355
  - Expected Wait Time
    358
  - Idle Agent
    363
  - Idle Agent Count
    365
  - Logged Agent Count
    367
  - Logged out Agent
    369
  - Longest Idle Agent
    371
  - Most Logged Agents
    373
  - Oldest
    376
  - Out of Service
    378
  - Position in Queue
    381
  - Priority in Queue
    383
  - Priority in Network Queue
    386
  - Queued Count
    388
- Section B: Time Intrinsics
  
  391
  - Day of Week
    392
  - Date
    394
  - Day of Month
    396
  - Month of Year
    398
  - Time of Day
    400
- Section C: Traffic Intrinsics
  
  403
  - Call Rate
    404
  - Contact Rate
    405
  - Total Active Calls
    406
  - Total Active Contacts
    407
- Section D: Call Intrinsics
  
  409
  - Age of Call
    410
  - Call Forward
    411
  - Call Forward Busy
    412
  - Call Forward Do Not Disturb
    413
  - Call Forward no Answer
    414
  - Cdn
    415
  - Clid
    416
  - Conferenced
    419
  - Dialed Dn
    420
  - Transferring Calls with the Dialed DN
    421
  - Direct Call
    423
  - Dnis
    424
  - International Call
    426
  - Loc
    428
  - Network Call
    429
  - Npa
    430
  - Nxx
    431
  - Npanxx
    432
  - On Hold
    433
  - Queued
    434
  - Route Number
    436
  - Transferred
    437
- Section E: Open Queue Intrinsics
  
  439
  - Overview
    440
  - Age of Contact
    441
  - Contact Data
    442
  - Contact Type
    446
  - Route Point
    448
  - Uri
    451
12 Script Expressions

453
- Overview
  454
- Logical Expressions
  455
- Mathematical Expressions
  458
- Relational Expressions
  460
- Order of Operations
  464
13 Applications

465
- Overview
  466
- Applications and Application Thresholds
  467
14 Using Sample Scripts

477
- Overview
  478
- Section A: Getting Started with Sample Scripts
  
  479
  - Overview
    480
  - Creating the Initial Scripts
    482
  - Editing the Master Script
    488
- Section B: Common Scripts
  
  491
  - Overview
    492
  - C_Basic
    493
  - C_Basic_Backup_Skillset
    495
  - C_Emergency_Boolean
    498
  - C_Emergency_Skillset_Check
    502
  - C_Excess_Call_Volume_Give_Busy
    505
  - C_Expected_Wait_Message
    507
  - C_Forced_Announcement
    512
  - C_Holiday_Broadcast_Announcement
    514
  - C_Priority_In_Queue_Dnis
    517
- Section C: Network Skill-Based Routing Scripts
  
  521
  - Overview
    522
  - C_Nsbr_Basic
    523
  - C_Nsbr_Primary
    525
  - C_Nsbr_Distribution
    528
  - C_Network
    530
- Section D: Nodal Routing Examples
  
  531
  - Overview
    532
  - C_Master_Handles_Call_Transfers
    533
  - C_Master_With_Exception_Checks
    535
  - C_Master_With_Menus
    537
  - C_Primary_One
    541
  - C_Primary_Two
    542
  - C_Primary_Three
    543
  - C_Primary_Four
    544
  - C_Primary_Five
    545
  - C_Common_Secondary
    546
Troubleshooting

549
- Overview
  550
- Script Execution Problems
  551
- Sections
  551
- Voice Processing Problems
  554
- Sections
  554
- Networking Problems
  559
- Sections
  559
- Phantom Calls
  561
- Validation Errors
  563
- Validation Option Rules
  577
Scripting Keywords

581
- Reserved Keywords
  582
Using HDX

595
- Using Provider
  596
- Service Provider
  597
Scripting for Multimedia and Outbound

613
- Overview
  614
- Using Multimedia Contact Intrinsics
  615
- Sections
  615
- Agent%Agent
  616
- Date%Date
  618
- Integer%Waittime
  620
- Priority%Priority
  622
- Skillset%Skillset
  623
- Time%Time
  624
- Contactsubtype
  626
- Customerid
  629
- Customfield1
  630
- Fromaddress
  631
- Nextyear
  632
- Queuetype
  634
- Toaddress
  639
SIP Contact Center

673
- Overview
  674
- Give Ivr
  677
- Example Usage Scripts
  686
- SIP Intrinsics
  698
- Configuration Guidelines and General Scripting Considerations
  703
- Test Script
  708
Scripting Reference

733
- Commands and Intrinsics
  734
- Glossary
  
  755
- Index
  
  795
  - Chapter
    809

Nortel Contact Center Manager User Manual (282 pages)

Switch Guide for Communication Server 2x00/DMS

Brand: Nortel | Category: Software | Size: 3.19 MB

Table of Contents
5
1 Getting Started

9
- New in this Release
  10
- Other Changes
  12
- Overview
  14
- About Contact Center Manager Server and the CS 2X00/Dms Switch
  15
- Contact Center Manager Components
  17
- New Features for Communication Server 2X00/Dms Switch Release 6.0
  24
- How to Use this Guide
  29
- Skills You Need
  30
- Related Documents
  31
- How to Get Help
  34
2 Configuration Overview

37
- Overview
  38
- Support for CS 2X00/Dms Switch Features
  39
- Preinstallation Checklist
  47
- Configuration Tasks
  50
3 CS 2X00/Dms Switch Subsystem Configuration

53
- Overview
  54
- Section A: ICM Link Parameter Configuration
  
  55
  - Overview of Configuring the Server Logon
    56
  - SCAICOMS Configuration
    61
  - BGDATA Configuration
    62
  - SCAIGRP Configuration
    64
  - SCAISSRV Configuration
    65
  - SCAIPROF Configuration
    68
  - CUSTNTWK Configuration
    70
- Section B: CS 2X00/Dms Switch Resource Configuration
  
  71
  - Overview of CS 2X00/Dms Switch Resource Configuration
    72
  - RAN and Music Route Configuration
    75
  - ACD Group Configuration
    76
  - Before You Begin
    77
  - ACD Subgroup Configuration
    90
  - IVR Voice Ports
    91
  - DN Configuration
    94
  - Landing Pad Configuration
    98
  - Agent Phoneset Configuration
    100
  - Agent Phoneset Configuration on the Server
    103
  - Supervisor Phoneset Configuration
    104
  - Logon ID Configuration
    106
- Section C: Verification of the Server Configuration
  
  109
4 Contact Center Manager Server Configuration

117
- Overview
  118
- CDN Configuration on the Server
  119
- DNIS Configuration on the Server
  121
- Landing Pad Configuration on the Server
  123
- IVR ACD-DN Configuration on the Server
  129
- Agent Phoneset Configuration on the Server
  131
- Voice Port Configuration on the Server
  133
- Call Forcing Configuration on the Server
  135
- Variable Wrap Configuration on the Server
  136
- Global Settings Configuration on the Server
  137
- Give IVR Configuration on the Server
  139
- Configure Return to Queue
  143
- To Define Scripts
  144
5 To Verify the Configuration

147
6 Voice-Processing Subsystem Configuration

167
- Overview
  168
  - Voice Processing
    169
  - MPS-MG 3200 Configuration
    171
  - Third-Party Voice-Processing Systems
    195
7 Troubleshooting

197
- Overview
  198
- Subsystem Link Problems
  199
- Resource Configuration Problems
  202
Sample Datafill Cross-Reference Guide

207
- MLS-DMS ACD Sample Datafill
  208
- Meridian Sl-100 and Linkplexer Global.ini Sample Datafill Cross-Reference
  219
- CCMS and Meridian SL-100 Sample Datafill Cross-Reference
  226
- Glossary
  
  233
- Index
  
  273

Nortel Contact Center Manager Supplementary Manual (102 pages)

Nortel CallPilot: Supplementary Guide

Brand: Nortel | Category: Software | Size: 2.43 MB

Nortel Contact Center Manager Release Note (88 pages)

Nortel Contact Center Manager Software: Release Note

Brand: Nortel | Category: Software | Size: 0.59 MB

Revision History
5
Table of Contents
7
Introduction
9
What Is a Contact Center
10
About this Document
11
About Contact Center 6.0
13
In this Chapter
13
Overview
14
Software Delivery
15
Components in Release 6.0
16
License Manager
18
Installation Configurations
30
System Operations and Supported Platforms
32
System Requirements
33
Documentation Suite
34
How to Get Help
38
New in this Release
41
Introduction
42
Contact Center Portfolio Rebranding
43
Upgrading from a Previous Release
44
Product Changes
51
Acronyms in Contact Center
61
Acronyms
62
Glossary
67
Index
81

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Nortel Contact Center Manager Manuals

Nortel Contact Center Manager Installation And Maintenance Manual (1618 pages)

Table of Contents

1 Getting Started

Installing the Contact Center Multimedia/Outbound Server Software

2 Installing the Multimedia/Outbound Server

3 Installing and Configuring the External Web Server

4 Using the Web Communications Customer Interface

Upgrading and Migrating Contact Center Multimedia/Outbound Release

5 Upgrading from SWCP Release 4.0

Section F: Database Upgrade

Section G: Contact Center Manager Server Configuration

Section H: CCMA Server Configuration

Section I: CCT Server Configuration

Section J: Contact Type Configuration

Section K: Agent Configuration

6 Upgrading Licenses in Your Current Installation

7 Migrating Contact Center 6.0 to a New Server

Configuring the CCMM Standby Server

8 Installing the Standby Server

9 Changing the Active Server

Maintaining the Multimedia/Outbound Server

10 Configuring Outbound Settings and Routing

11 Configuring E-Mail Settings and Routing

12 Configuring Web Communications Settings

13 Configuring the Contact Center Agent Desktop

14 Uninstalling the Software

15 Using the Patch Viewer

16 Maintaining the Database

17 Archiving and Restoring Data

18 Alarms and Events

19 Managing Security

20 Troubleshooting

21 Using Serviceability Tools

Appendixes

Event Codes

Feature Licensing

Contact Life Cycles

Change the Names or IP Addresses of Servers

Glossary

Index

Nortel Contact Center Manager Scripting Manual (812 pages)

Table of Contents

1 Getting Started

2 Understanding and Planning Your Scripts

3 Scripting Rules and Conventions

4 Working with Script Variables

5 Creating and Administering Scripts

Section A: Creating and Editing Scripts

Section B: Importing and Exporting Scripts

Section C: Administering Scripts

6 Basic Script Commands

Section A: Basic General Commands

Section B: Basic Contact Processing Commands

7 Advanced Script Commands

8 Networking Commands

Section A: Network ACD Routing

Section B: Network Skill-Based Routing

9 Voice Processing Commands

Section A: Basic IVR

Section B: Voice Session Commands

Section C: Broadcast Announcements

10 Host Data Exchange Commands

11 Intrinsics

Section A: Skillset Intrinsics

Section B: Time Intrinsics

Section C: Traffic Intrinsics

Section D: Call Intrinsics

Section E: Open Queue Intrinsics

12 Script Expressions

13 Applications

14 Using Sample Scripts

Section A: Getting Started with Sample Scripts

Section B: Common Scripts

Section C: Network Skill-Based Routing Scripts

Section D: Nodal Routing Examples

Troubleshooting

Scripting Keywords

Using HDX

Scripting for Multimedia and Outbound