Nortel Contact Center Manager, Installation And Maintenance Manual

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vi Contact Center Multimedia/Outbound
Standard 7.16
Step 13. Configure access to client applications . . . . . . . . . . . . . . . . . . . . . 117
Section E: External component configuration 121
Step 14. Configure phonesets on the switch for each agent . . . . . . . . . . . . 122
Step 15. Create a Windows user for each agent . . . . . . . . . . . . . . . . . . . . . 123
Step 16. Configure the e-mail server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
Section F: Contact Center Manager server configuration 125
Step 17. Enable Open Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Step 18. Ensure the CCT server is configured . . . . . . . . . . . . . . . . . . . . . . . 129
Section G: CCMA server configuration 131
Step 19. Refresh the Contact Center Manager Server . . . . . . . . . . . . . . . . . 132
Step 20. Configure the agent phonesets . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Step 21. Create required multimedia skillsets . . . . . . . . . . . . . . . . . . . . . . . 138
Step 22. Create supervisors and agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
Step 23. Create route points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Step 24. Configure the sample multimedia scripts . . . . . . . . . . . . . . . . . . . 146
Step 25. Add the Multimedia Server to CCMA for reporting . . . . . . . . . . . 150
Section H: CCT server configuration 153
Step 26. Import the agent phonesets to the TAPI database . . . . . . . . . . . . . 154
Step 27. Configure the Contact Management Framework option . . . . . . . . 163
Step 28. Import the contact center users into CCT . . . . . . . . . . . . . . . . . . . 171
Step 29. Import the terminals and addresses into CCT . . . . . . . . . . . . . . . . 175
Step 30. Import the Windows users into CCT . . . . . . . . . . . . . . . . . . . . . . . 180
Step 31. Import the agent workstations into CCT . . . . . . . . . . . . . . . . . . . . 183
Step 32. Map terminals to workstations (optional) . . . . . . . . . . . . . . . . . . . 187
Step 33. Map users to addresses, terminals, and contact center users . . . . . 190
Section I: Contact type configuration 199
Step 34. Understand the contact types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
Step 35. Log on to the Multimedia Administrator . . . . . . . . . . . . . . . . . . . . 204
Step 36. Start the configuration tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
Step 37. Update the E-mail Manager service . . . . . . . . . . . . . . . . . . . . . . . 225
Section J: Agent configuration 229
Step 38. Configure the administrators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
Step 39. Configure hotdesking (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . 232
Step 40. Start the client applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236
3
Installing and configuring the external Web server 241
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
Prerequisites for installing the Web server software . . . . . . . . . . . . . . . . . . 243