Nortel Contact Center Manager Release Note page 71

July 2007
Contact Center Agent Desktop
An agent tool that enables contact center agents to provide intelligent and
personalized customer care. Agents use a personal computer to access the
telephony and multimedia functions.
Contact Center – Manager
A client/server contact center solution for varied and changing business
requirements. It offers a suite of applications that includes call processing and
agent handling, management and reporting, networking, and third-party
application interfaces.
Contact Center Manager Administration
A browser-based tool for contact center administrators and supervisors use for
managing and configuring a contact center and its users, defining access to data,
and viewing real-time and historical reports. The Contact Center Manager
Administration software is installed on an application server. See also Contact
Center Manager Administration server.
Contact Center Manager Administration server
The server on which the Contact Center Manager Administration software is
installed. This server acts as the middle layer that communicates with Contact
Center Manager Server and makes information available to the client PCs.
Contact Center Manager Server
This server is responsible for functions such as the logic for call processing, call
treatment, call handling, call presentation, and the accumulation of data into
historical and real-time databases.
Contact Center Multimedia server
A client/server contact center application that expands inbound telephony
capabilities to include outbound voice, e-mail, and Web communications.
Contact Center standby server
The server that contains an up-to-date backup version of the Contact Center
Manager Server database for use if the active server fails. The database is kept
up-to-date by the Replication Server.
What's New in Release 6.0
Glossary
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