Nortel Contact Center Manager User Manual page 23

August 2007
Receive real-time updates from the server using real-time statistical
multicast (RSM) stream.
Access configuration and statistical data from the Contact Center Manager
Server database using Open Database Connectivity (ODBC) database
drivers.
Trigger screen pops for inbound triggers using Meridian Link.
Using LinkPlexer 6.0 to enable multiple ICM applications to inter-work
With LinkPlexer 6.0, a Windows 2003 application for Contact Center 6.0,
multiple ICM applications (such as Contact Center Manager Server and the
Communication Control Toolkit) can share a single logon session to the
CS 2x00/DMS switch and can share associated directory numbers (DN) between
different contact center applications.
LinkPlexer is required for solutions that involve more than one application that
use information associated with a DN. The following are examples of such
solutions:
An IVR system controls IVR voice ports and a Contact Center Manager
Server that monitors IVR voice ports.
A Contact Center Manager Server performs call queuing and routing with
an IVR that controls the voice response system and a CCT server with
Agent Desktop control soft phones and notification of incoming calls.
A CCT server with Agent Desktop control agent positions and a Contact
Center Manager Server monitors agent positions.
Third-party applications, such as voice recorders, monitor call queues and a
Contact Center Manager Server controls agent positions.
For more information, see the LinkPlexer 6.0 Installation and Configuration
Guide.
Contact Center Manager Switch Guide for Communication Server 2x00/DMS
Getting started
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