Installation and Maintenance Guide
xi
October 2007
Step 24. Create supervisors and agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . 763
Step 25. Create route points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 766
Step 26. Configure the sample multimedia scripts . . . . . . . . . . . . . . . . . . . 768
Step 27. Add the Multimedia Server to CCMA for reporting . . . . . . . . . . . 772
Section I: CCT server configuration
777
Step 28. Import the agent phonesets to the TAPI database . . . . . . . . . . . . . 778
Step 29. Configure the Contact Management Framework option . . . . . . . . 787
Step 30. Import the contact center users into CCT . . . . . . . . . . . . . . . . . . . 795
Step 31. Import the terminals and addresses into CCT . . . . . . . . . . . . . . . . 799
Step 32. Import the Windows users into CCT . . . . . . . . . . . . . . . . . . . . . . . 804
Step 33. Import the agent workstations into CCT . . . . . . . . . . . . . . . . . . . . 807
Step 34. Map terminals to workstations (optional) . . . . . . . . . . . . . . . . . . . 811
Step 35. Map users to addresses, terminals, and contact center users . . . . . 814
Section J: Contact type configuration
823
Step 36. Understand the contact types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 824
Step 37. Log on to the Multimedia Administrator . . . . . . . . . . . . . . . . . . . . 828
Step 38. Start the configuration tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 830
Step 39. Update the E-mail Manager service . . . . . . . . . . . . . . . . . . . . . . . 849
Section K: Agent configuration
853
Step 40. Configure the administrators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 854
Step 41. Configure hotdesking (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . 857
Step 42. Start the client applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 861
Part 3
Configuring the CCMM Standby server
867
8
Installing the Standby server
869
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 870
Section A: Preinstallation
873
Step 1. Review the preinstallation instructions . . . . . . . . . . . . . . . . . . . . . . 874
Step 2. Read the relevant documentation and check for updates . . . . . . . . . 875
Step 3. Share the attachment folders on the Active server . . . . . . . . . . . . . 876
Step 4. Configure the Standby server on the Active server . . . . . . . . . . . . . 878
Step 5. Back up the active Multimedia server . . . . . . . . . . . . . . . . . . . . . . . 880
Step 6. Understand the Active server installation . . . . . . . . . . . . . . . . . . . . 890
Step 7. Install your remote support access tool . . . . . . . . . . . . . . . . . . . . . . 891
Section B: Installation
907
Step 8. Install the Standby server software . . . . . . . . . . . . . . . . . . . . . . . . . 908
Summary of Contents for Contact Center Manager
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Page 18: ...xviii Contact Center Multimedia Outbound Standard 7 16...
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Page 80: ...80 Contact Center Multimedia Outbound Installing the Multimedia Outbound server Standard 7 16...
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Page 513: ...Installation and Maintenance Guide 513 October 2007 Upgrading from SWCP Release 4 0...
Page 867: ...Installation and Maintenance Guide 867 p a r t 3 Configuring the CCMM Standby server...
Page 868: ...Installation and Maintenance Guide 868 October 2007...
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Page 918: ...918 Contact Center Multimedia Outbound Installing the Standby server Standard 7 16...
Page 1068: ...1068 Contact Center Multimedia Outbound Changing the Active server Standard 7 16...
Page 1069: ...Installation and Maintenance Guide 1069 p a r t 4 Maintaining the Multimedia Outbound server...
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Page 1202: ...1202 Contact Center Multimedia Outbound Using the Patch Viewer Standard 7 16...
Page 1258: ...1258 Contact Center Multimedia Outbound Alarms and events Standard 7 16...
Page 1286: ...1286 Contact Center Multimedia Outbound Managing security Standard 7 16...
Page 1332: ...1332 Contact Center Multimedia Outbound Troubleshooting Standard 7 16...
Page 1337: ...Installation and Maintenance Guide 1337 p a r t 5 Appendixes...
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Page 1614: ...1614 Contact Center Multimedia Outbound Index Standard 7 16...
Page 1616: ...Reader Response Form Reader Response Form...
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