Nortel Contact Center Multimedia and Outbound Manuals

Manuals and User Guides for Nortel Contact Center Multimedia and Outbound. We have 1 Nortel Contact Center Multimedia and Outbound manual available for free PDF download: Installation And Maintenance Manual

Nortel Contact Center Multimedia and Outbound 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

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Nortel Contact Center Multimedia and Outbound Manuals

Nortel Contact Center Multimedia and Outbound 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

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