Product Changes - Nortel Contact Center Manager Release Note

July 2007

Product changes

Introduction
This section provides an overview of product changes for the Contact Center
Manager Server, Contact Center Manager Administration, and Contact Center
Multimedia/Outbound server.
Classic Client not available
The Classic Client software is not part of Contact Center 6.0. Most of the
functionality from the Classic Client software is available in Contact Center
Manager Administration. For more information about Contact Center Manager
Administration, see "Contact Center Manager Administration" on page 19. The
remaining server maintenance and monitoring utilities are part of the Contact
Center Server Utility. For more information about the Contact Center Server
Utility, see "Server Utility" on page 19.
Contact Center Manager Server product improvements
Contact Center Manager Server contains the following product improvements
for Release 6.0.
Open Queue
You can use the Open Queue feature in Contact Center 6.0 to route multimedia
contacts to agents using the scripting and skillset routing features traditionally
associated with telephony calls. The Open Queue feature provides a generic
mechanism that third-party software applications can use to provide access to
Contact Center workflow, queueing, routing, and reporting for their contacts in
an integrated manner.
The contact management programming interface is Java API. Third-party
applications are built with Java libraries supplied by Nortel. The Open Queue
specification for contacts supports create, read, and delete operations for
contacts. It also supports a set of mutable and immutable intrinsics associated
What's New in Release 6.0
New in this release
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