Nortel Contact Center Manager Release Note page 53

July 2007
Geographic redundancy
The Contact Center portfolio contributes to the high availability solution by
allowing alternative operational sites into geographically distributed
configurations. In the event of a disaster that causes a total outage at the primary
site, the alternative site can be started quickly. This is also applicable to local
redundancies, addressing the problem of a single component failure within a
site.
Note: The geographic resiliency enhancements are not applicable when the
Contact Center Manager Server is configured as a SIP contact center.
Increase in configured agents
The maximum number of configured agents increases from 6000 to 10000. The
number of active agents is 3350.
Increase in call variables
The maximum number of available call variables increases from 20 to 50.
Increase in skillsets per agent
The maximum number of skillsets assigned to an agent increases from 50 to
100.
Reporting
Contact Center Manager Server offers the following reporting improvements:
Virtual network skillset calls offered and calls abandoned statistics are
added to the Skillset view. These statistics provide a consistent view of
activity across a virtual skillset.
New application historical statistics include Talk Time, Post-Call
Processing Time, Wait Time, Dialed Number Out External Talk Time, and
Dialed Number Out Internal Talk Time.
New skillset historical statistics include Post-Call Processing Time, Talk
Time, Wait Time, Dialed Number Out External Talk Time, and Dialed
Number Out Internal Talk Time.
Application call answer delay and call abandoned delay pegging is more
accurate: statistics are calculated from the time the call enters the primary
application rather than from the Master script.
What's New in Release 6.0
New in this release
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