Nortel Contact Center Manager Release Note page 52

New in this release
with the contacts. The workflow script accesses the values in the intrinsics and
uses them to make routing decisions. The Contact Center Multimedia
applications use the Open Queue API for access to Contact Center Manager
Server, replacing the Dynamic Transaction Handler (DTH) mechanism.
The Open Queue feature works in conjunction with agent licensing to provide
agents with contact handling capability to match the type of contact. Contact
Center Multimedia provides a desktop that is integrated with Communication
Control Toolkit and that supports multiple contact types, including e-mail and
outbound. These contact types are configured in Contact Center Manager Server
and administered using Contact Center Manager Administration. For third-party
applications, the agent interaction with Open Queue contacts takes place through
the Communication Control Toolkit, which delivers events relating to Open
Queue contacts to desktop applications. Open Queue also delivers contact-
control commands (such as answer and close actions), initiated by desktop
applications to Contact Center Manager Server contact processing components.
Default ACD Queue Management
A contact center administrator can assign a default Automatic Call Distribution
(ACD) Queue to an agent using Contact Center Manager Administration. This
default ACD Queue is delivered to the switch during the agent logon process.
The contact center administrator now has control over moving agents of similar
skillsets to the same ACD Queue so that during the default behavior of the
switch, agents of similar skillsets receive relevant calls. This feature is supported
only on the Meridian 1 PBX/Communication Server switch platform.
Universal networking
You can use Network Skill-Based Routing to route voice calls between
networked sites in a mixed switch environment. For more information about the
supported switch environments, see "System operations and supported
platforms" on page 32.
Universal networking provides the ability to deploy virtual contact centers
across all Nortel switch platforms and Nortel Interactive Voice Response (IVR)
systems, increases deployment flexibility, and increases network-wide agent
utilization and productivity.
52
Standard 4.01
Contact Center