Page 4 - Use of this Manual
Introduction
Introduction
This MultiMedia Module Administrator's Manual is divided into three chapters.
•
Resource Manager User's Guide
This User's Guide provides the administrator with powerful tools for
maintaining and updating the Multimedia Module. It furnishes the information
required to enable users to utilize the various communications functions
resident in the iContact desktop communications terminal including
Telephone, e-mail, chat and Web contact responses.
•
Proactive Manager User's Guide
This User's Guide provides the administrator with the knowledge to manage
outbound Proactive Campaign Lists. It describes the steps required to create
draft calling lists, attach them to campaigns and run the campaigns. This
module is designed to work as a companion to the Resource Manager
support module. For information on the Resource Manager support module,
refer to Resource Manager User's Guide.
•
Rules Wizard User's Guide
This User's Guide is for administrators and supervisors who are responsible
for managing the multimedia customer interaction center.
The Interaction Rules Wizard applies pre-defined business rules to Web,
Email, Chat and telephone incoming media contacts. Rules are a
combination of conditions and actions that process and organize interactions.
Each rule consists of two elements: one or more conditions that specify what
the rules apply to; and one or more actions that specify what should be done
with the qualifying interactions.
Use of this Manual
This manual covers administration of Avaya's MultiMedia Module (MMM) at
software Level 2.1+. on an the following communications platforms:
•
INDeX operating Software Level 10.0+
•
IP Office operating Software Level 1.4+
This guide is intended for use by administrators who are familiar with the
relevant communications platform and have successfully completed the
appropriate training courses.
Ensure that you have read and understood this Guide before beginning
administration.
Page 4 - Introduction
MultiMedia Module Administrator's Manual
Use of this Manual
40DHB0002USEB – Issue 1a (05/29/2003)
