Nortel Contact Center Manager Release Note page 25

July 2007
sales promotion. For more information, see the Contact Center Manager
Administrator's Guide.
Contact Center Agent Desktop—Agents use Internet Explorer to connect
to a new Web service-based unified Agent Desktop interface on the Contact
Center Multimedia server. The Communication Control Toolkit pushes
e-mail, Web requests, outbound contacts, and voice calls to the Agent
Desktop interface. Agents use the Agent Desktop interface to retrieve
e-mail and outbound campaign information, and customer details and
history from the Multimedia database. Agents also use the Agent Desktop
application to send e-mail replies and save outbound call details in the
multimedia database. The Agent Desktop is deployed using .NET smart
technology and accessed by the agent by entering a URL address in
Windows Explorer or Internet Explorer.
The Contact Center Agent Desktop provides the agent with customer
details, call scripting, preview with auto-dial capability, call rescheduling,
and storage of disposition codes and script results for each call. For more
information, see the Contact Center Agent Desktop User Guide.
What's New in Release 6.0
About Contact Center 6.0
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