Nortel Contact Center Manager Release Note page 23

July 2007
Client applications—Third-party components including software phones,
agent telephony toolbars, or call management applications. The Contact
Center Agent Desktop is a Nortel software application that provides the
agent telephony toolbar functionality.
Contact Center Multimedia
The Contact Center Multimedia/Outbound server contains contact center
applications that expand the contact center to allow agents to view, respond to,
and track requests over the Internet. E-mail and outbound contacts are directed
to the first available agent in the skillset who can handle the contact type. If
more than one agent is available, the contact is routed to the agent with the
highest priority for the skillset. Supervisors and administrators view real-time
displays and run historical reports to determine volume and completion
statistics.
The Contact Center Multimedia server contains the following components:
Multimedia/Outbound database—The server component includes the
Caché database, or multimedia database, that stores all incoming e-mail
contacts, outbound campaigns, and associated responses in a structured
format within the database.
Contact Center Standby server—You can optionally install a warm
standby server, or redundancy server, to shadow the Caché database and
provide a quick recovery if the primary Contact Center Multimedia server
fails. All multimedia services are disabled on the Standby server until it is
required to run as the primary server.
Contact Center Multimedia Administrator—Use the Multimedia
Administrator application to configure the properties required for routing
contacts. For outbound contacts, you must configure skillsets. For e-mail
messages, you must configure E-mail Manager settings such as recipient
mailboxes, rules for routing e-mail messages, and skillsets. For Web
communications text chats, you must configure the Web Communications
Manager settings, such as customer and agent labels and skillsets.You can
What's New in Release 6.0
About Contact Center 6.0
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