Overview - Nortel Contact Center Manager User Manual

Getting started

Overview

Throughout this guide, the term CS 2x00/DMS switch applies to the following
switch types:
DMS
Communication Server 2000
Communication Server 2100
Meridian SL-100
Contact Center Manager works with other systems to ensure that calls entering
your contact center successfully route to agents who are qualified to handle the
calls. To enable the features of Contact Center Manager, you must configure the
following systems:
CS 2x00/DMS switch
Intelligent Call Manager (ICM), formerly CompuCALL
Contact Center Manager Server
Contact Center Manager Administration
LinkPlexer (configuration dependent)
Communication Control Toolkit (CCT) and Telephony Application
Program Interface (TAPI) (configuration dependent)
This guide explains how to configure the CS 2x00/DMS switch to work with
Contact Center Manager Server and Contact Center Manager Administration.
For information about how to configure the Contact Center Manager Server, see
the Contact Center Manager Server Installation and Maintenance Guide. For
information about how to configure Contact Center Manager Administration,
see the Contact Center Manager Administration online Help.
This guide assumes that you
configured ICM to work with the CS 2x00/DMS switch
installed the CS 2x00/DMS switch and applied all current Post Release
Software Manager (PRSM) and Network Patch Manager (NPM) updates
14
Standard 4.06
Contact Center Manager