Nortel Contact Center Manager Release Note page 17

July 2007
The comprehensive reporting tools of Contact Center Manager Server help
managers and supervisors accurately track agent performance, resource
utilization, and trends. The system's real-time and historical reporting can help
in adjusting staffing levels in peak periods and in forecasting business
requirements and human resource needs over the long term.
Contact Center Manager Server provides a number of open interfaces that third
party developers can use to build applications that interwork with Contact
Center Manager Server. Real Time Statistics Multicast (RSM) and Real-Time
Interface (RTI) provide real time information to applications such as wall
boards. The Host Data Exchange (HDX) provides an interface for applications
to communicate with the call processing script/workflow. This interface is
typically used to allow the workflow to access information in an external
database. With the Open Database Connectivity (ODBC) interface, an
application can extract information from the Contact Center Manager Server
database. The Meridian Link Service Manager (MLSM) interface provides
messaging and control of resources on the telephony switch. The MLSM
interface is typically used for implementing softphone features.
Contact Center Manager Server can manage multimedia contacts using the Open
Queue feature introduced in Contact Center 6.0. The Open Queue is a licensed
feature that provides seamless integration between Contact Center Manager
Server, Administrator, Multimedia, and Communication Control Toolkit
products. It provides true workflow, queuing, routing, reporting, and
management of voice, outbound, and e-mail contacts.
Contact Center Manager Server can also be used in a SIP-enabled contact center,
where communication sessions are established over Internet Protocol (IP)
networks for interactive communication between two or more entities. SIP
enables converged voice and multimedia services, such as voice-enriched e-
commerce, Web page click-to-dial, instant messaging with buddy lists, and
video.
Contact Center Manager Server establishes the nodal and corporate licenses for
features such as universal networking and the standby server.
What's New in Release 6.0
About Contact Center 6.0
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