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P a g e
MyCalls Call Centre.................................................................................................. 58
MyCalls Agent Control ....................................................................................................................... 58
SV9100 Programming ....................................................................................................................... 58
Configuring MyCalls ................................................................................................. 59
Configuring Pilot Numbers ................................................................................................................. 59
Creating Users / Agents Using MyCalls ............................................................................................ 60
Creating Users Using The Config Import Tool ................................................................................... 64
Creating Real Time Windows ............................................................................................................ 67
Real Time Status
– Pilot Numbers..................................................................................................... 67
Real Time Status
– Users .................................................................................................................. 69
MyCalls Agent Control .............................................................................................. 70
SV9100 Programming ....................................................................................................................... 70
Configuring MyCalls for Agent Control .............................................................................................. 72
Set the Agent Control IP Address / TCP Port .................................................................................... 72
Agent Control Groups ........................................................................................................................ 73
Wrap-up Timer ................................................................................................................................... 75
Completion Codes ............................................................................................................................. 79
Skill Based Routing Management ............................................................................ 80
Skill Sets ............................................................................................................................................ 81
Assigning a Skill Set to an User......................................................................................................... 82
Create a Range of User Logins ......................................................................................................... 83
Delete a Range of User Logins.......................................................................................................... 83
Viewing Skill Sets in Real Time ......................................................................................................... 83
Using MyCalls Agent Control Features. ................................................................... 84
As an Agent ....................................................................................................................................... 84
As An ACD Supervisor ...................................................................................................................... 86
Sample Agent Activity Report. ........................................................................................................... 87
MyCalls Enterprise ................................................................................................... 93
MyCalls PC Specification ................................................................................................................... 94
Data Storage ...................................................................................................................................... 94
MyCalls Enterprise Licensing ................................................................................... 95
SL Licensing ............................................................................................................. 96
Mixture of SV9100 / SV8100 / SL Licensing ............................................................. 96
Installation Scenarios ............................................................................................... 97
Scenario 1
– A Central MyCalls PC Colleting from Multiple PBX’s ................................................... 97
Scenario 2
– Clustered Installation with a Cluster server and Node Cluster Clients ......................... 98
Scenario 3
– Clustered Install with Group Cluster Clients ................................................................. 99
Scenario 4. A Cluster Server with Node Cluster Clients and Group Cluster Clients. ..................... 100
Installation Procedures ........................................................................................... 101
Scenario 1
– Single MyCalls PC, Multiple PBX’s with SQL Express 2008 R2. ............................... 101
Scenario 2
– Clustered Installation with a Cluster Server and Node Cluster Clients ...................... 104
Scenario 4 - A Cluster Server with Node Cluster Clients and Group Cluster Clients. ..................... 114
Scenario 5
– Netlink installation....................................................................................................... 114
Scenario 6
– MyCalls Call Centre and Enterprise (Non-Netlink) ..................................................... 115
Scenario 7
– MyCalls Call Recorder and Enterprise ....................................................................... 115
