xiv
Contact Center Multimedia/Outbound
Standard 7.16
Configure closed reasons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1137
Configure e-mail for Asian languages . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1140
12
Configuring Web communications settings
1143
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1144
Log on to the Multimedia Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . 1145
Configure the external Web server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1146
Configure skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1148
Configure outgoing mailbox settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1150
Create autophrases for skillsets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1153
Create page push lists for skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1155
Configure Web-on-hold groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1158
Configure Web Communications Manager settings. . . . . . . . . . . . . . . . . . 1163
Configure closed reasons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1170
13
Configuring the Contact Center Agent Desktop
1173
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1174
Log on to the Multimedia Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . 1175
Reset agent passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1176
Configure custom fields in CCAD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1178
Configure the active contact timer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1181
Configure the callback timer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1182
Configure attachment size . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1183
Configure hotdesking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1184
Configure visual contact alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1186
Configure audible contact alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1188
Configure the terminal state . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1190
14
Uninstalling the software
1191
Uninstall the server software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1192
15
Using the Patch Viewer
1199
Use the Patch Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1200
16
Maintaining the database
1203
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1204
Maintain the Multimedia server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1205
Configure the destination location for a backup. . . . . . . . . . . . . . . . . . . . . 1206
Summary of Contents for Contact Center Manager
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Page 18: ...xviii Contact Center Multimedia Outbound Standard 7 16...
Page 46: ...46 Contact Center Multimedia Outbound Standard 7 16...
Page 80: ...80 Contact Center Multimedia Outbound Installing the Multimedia Outbound server Standard 7 16...
Page 120: ...120 Contact Center Multimedia Outbound Installing the Multimedia Outbound server Standard 7 16...
Page 198: ...198 Contact Center Multimedia Outbound Installing the Multimedia Outbound server Standard 7 16...
Page 228: ...228 Contact Center Multimedia Outbound Installing the Multimedia Outbound server Standard 7 16...
Page 235: ...Installation and Maintenance Guide 235 October 2007 Installing the Multimedia Outbound server...
Page 288: ...Installation and Maintenance Guide 288 October 2007...
Page 294: ...294 Contact Center Multimedia Outbound Upgrading from SWCP Release 4 0 Standard 7 16...
Page 314: ...314 Contact Center Multimedia Outbound Upgrading from SWCP Release 4 0 Standard 7 16...
Page 326: ...326 Contact Center Multimedia Outbound Upgrading from SWCP Release 4 0 Standard 7 16...
Page 366: ...366 Contact Center Multimedia Outbound Upgrading from SWCP Release 4 0 Standard 7 16...
Page 372: ...372 Contact Center Multimedia Outbound Upgrading from SWCP Release 4 0 Standard 7 16...
Page 396: ...396 Contact Center Multimedia Outbound Upgrading from SWCP Release 4 0 Standard 7 16...
Page 474: ...474 Contact Center Multimedia Outbound Upgrading from SWCP Release 4 0 Standard 7 16...
Page 506: ...506 Contact Center Multimedia Outbound Upgrading from SWCP Release 4 0 Standard 7 16...
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...
Page 906: ...906 Contact Center Multimedia Outbound Installing the Standby server Standard 7 16...
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...
Page 1070: ...Installation and Maintenance Guide 1070 October 2007...
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...
Page 1338: ...1338 Contact Center Multimedia Outbound Standard 7 16...
Page 1594: ...1594 Contact Center Multimedia Outbound Standard 7 16...
Page 1614: ...1614 Contact Center Multimedia Outbound Index Standard 7 16...
Page 1616: ...Reader Response Form Reader Response Form...
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