List Of Umr Components - Avaya Customer Interaction Express 1.0 User Manual

List of UMR components

The following table shows the UMR components and explains their functions.
Component
CIE
C3000
C3000 ClientAdapter
UMR WebClient
UMRConfigServer
Text template server
Textblock Administrator
Address book server
Address Book
Administration
UI Session Manager
UMR task server
Function
In the kernel, mailboxes for agents and tasks are managed, and the status
of agents is evaluated. Components are configured and routing is set up in
the Configuration module. The database server manages the CIE system
configuration. The LNA server records changes in the database and
informs the relevant processes of these changes.
The C3000 server manages and controls emails. The UMR Administrator
server communicates with the C3000 server via the CPI. It ensures that the
UMR Administrator can configure the C3000 server. Mailboxes for topics
and agents are provided by C3000.
The C3000 ClientAdapter communicates with the CIE components and is
responsible for various functions including the following:
- Agent login/logout
- Assigning agents to agent groups
- Displaying the processing status of messages
Web-based editing interface of the UMR system. An agent can use the
WebClient module to log into or out of the UMR system and to read, edit
and send documents (email/fax/SMS). The supervisor can also view agent
mailbox folders and delegate and delete documents.
When using UMR you need a process to synchronize the agents and the
topics in the database (cc). The UMRConfigServer process synchronizes
CIE and C3000 using agents and topics.
The UMRConfigServer process copies the agents and topics set up in CIE
to C3000. Changes in CIE are continuously forwarded to C3000.
The text template server managers text blocks. You can use the Textblock
Administrator application to create text blocks and automatic replies.
Agents can use the UMR WebClient application to use the text blocks you
created.
In Textblock Administrator you create text blocks and automatic replies
(autoreplies).
The address book server managers personal and public address books.
The Address Book Administration application lets you manage address
books and define the address books an agent can use.
The UI Session Manager acts as a connection between the user interface
and the WebClient, UMR Administrator, Textblock Administrator and
Address Book Administrator Web applications.
During operation the UMR task server reports new emails as tasks to the
process kernel, which then routes them to agents and topics using
vectoring. Routing means that emails are moved from one mailbox to
another.
Setting up UMR
Edition: 1.1 03/08/2007 251