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Contact Center Multimedia/Outbound
Getting started
Standard 7.16
InterSystems Caché database
The Multimedia server uses an InterSystems Caché database server and its
associated Web services, rather than the Sybase database from previous releases.
The database is installed during the Multimedia server software installation. You
can store information for 1 000 000 contacts in a database that is saved on a 20
GB disk.
Communication Control Toolkit server updates
The Nortel Communication Control Toolkit server in Release 6.0 replaces the
Telephone Application Programming Interface (TAPI) server. The
Communication Control Toolkit provides telephony control and contact delivery
to the Contact Center Agent Desktop. The Communication Control Toolkit
server delivers a single cross-portfolio multichannel API that helps to integrate
knowledge worker, self-service, and contact center solutions to your client
applications.
The new version of the Communication Control Toolkit provides more firewall-
friendly connections between the Agent Desktop and the Communication
Control Toolkit server. The Agent Desktop client runs on remote clients and
provides Citrix and Terminal Services environment support.
Open queue
Dynamic Transaction Handler (DTH), or the telephony based queue, is replaced
by the software-based Open Queue technology, which can queue up to 30 000
contacts at one time for routing and reporting.
Simplified Administration utility
The Multimedia Administrator utility is used to configure the components
required for routing e-mail messages, Web communications, and outbound calls.
You can perform the following functions in the Multimedia Administrator
application:
Configure servers.
Change administrator’s password.
Reset agent passwords.
Configure route points and timers for routing outbound campaigns.
Configure mailboxes, route points, rules, and closed reasons for routing
e-mail messages.
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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