Step 41. Map Users To Addresses, Terminals, And Contact Center Users - Nortel Contact Center Multimedia Installation And Maintenance Manual

Upgrading from SWCP Release 4.0
Step 41. Map users to addresses, terminals,
and contact center users
Before you map a configured user to another Communication Control Toolkit
resource, you must first make sure that the other resource exists and that it is
configured correctly.
You are not required to map terminals to agents if the agents handle only e-mail
contacts.
Map Contact Center users to Windows users, so that the Windows users have
access to the contact center software functionality. For example, when Contact
Center Agent Desktop is deployed, mapping a Contact Center user to a Windows
user identifies the Agent ID assigned to the user in Contact Center Manager
Administration.
Map Windows users to terminals or addresses to assign a communication point
to the Contact Center user, or agent, to handle contacts. For example, when CCT
identifies an incoming call is destined for a specific user, because the terminals
and addresses are mapped to the Windows user, CCT rings the correct terminal/
extension where the Windows user is working
466 Contact Center Multimedia/Outbound
Standard 7.16