Nortel Contact Center Manager User Manual page 20

Getting started
Contact Center Manager Server can connect to the CS 2x00/DMS switch
directly, or indirectly, using LinkPlexer 6.0. Use a direct connection if the switch
supports the ICM interface and there is no requirement for applications to share
common DNs. The number of ICM connections available on the switch depends
on the number of other ICM-based applications connected to the CS 2x00/DMS
switch. The CS 2x00/DMS switch can support up to 16 ICM connections for
CCM010/SCAI12 through CCM13/SCAI15, and up to 96 connections for
CCM14/SCAI15 and later. The data in the IPHOST table determines the
number.
Contact Center Manager Server requires software packages ICM00001,
ICM00010, or ICM00020. To run a contact center, you need at a minimum
ICM000001 to use SCAI12. With CCM13/MSL15/SCAI15, you can use
ICM00010 for support of SCAI17 without skillset display. With CCM14/
MSL16/SCAI15, you can use ICM00020 for SCAI17 messaging levels,
including skillset display and 96 linkset ability.
You must configure certain parameters to establish a secure ICM session. For
more information about establishing a secure ICM session, see the ICM
documentation.
Contact Center Manager Server
Contact Center Manager Server is the core contact center component that
provides intelligent call-routing capability. This component operates on
Windows Server 2003 (Standard Edition or Enterprise Edition). Windows
Server 2003 runs Contact Center Manager Server application software. You can
use Contact Center Manager Server to identify each agent's unique abilities, or
skillsets. All calls that arrive at the CS 2x00/DMS switch are routed to the agent
with the appropriate skillset. You can create simple or complex rules to treat and
route calls.
Contact Center Manager Administration server
Contact Center Manager Administration server provides browser-based access
to the contact center for administrators and supervisors. This component
operates on Windows Server 2003 (Standard Edition or Enterprise Edition) and
runs the Contact Center Manager Administration software.
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Standard 4.06
Contact Center Manager