Nortel Contact Center Manager, Installation And Maintenance Manual

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viii Contact Center Multimedia/Outbound
Standard 7.16
Step 17. Configure the e-mail server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 371
Section F: Database upgrade 373
Step 18. Stop the Multimedia services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 374
Step 19. Back up the Contact Center database . . . . . . . . . . . . . . . . . . . . . . 375
Step 20. Install and configure the Sybase ODBC driver . . . . . . . . . . . . . . . 379
Step 21. Migrate the SWCP 4.0 database to the CCMM server . . . . . . . . . 390
Step 22. Copy the inbound and outbound attachment folders . . . . . . . . . . . 393
Step 23. Restart the Multimedia services . . . . . . . . . . . . . . . . . . . . . . . . . . . 394
Section G: Contact Center Manager Server configuration 397
Step 24. Enable Open Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 398
Step 25. Ensure the CCT server is configured . . . . . . . . . . . . . . . . . . . . . . . 401
Section H: CCMA server configuration 403
Step 26. Refresh the Contact Center Manager Server . . . . . . . . . . . . . . . . . 404
Step 27. Create the agent phonesets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 407
Step 28. Create required multimedia skillsets . . . . . . . . . . . . . . . . . . . . . . . 410
Step 29. Remove redundant skillsets and agent assignments . . . . . . . . . . . 413
Step 30. Create supervisors and agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . 417
Step 31. Create route points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 420
Step 32. Configure the sample multimedia scripts . . . . . . . . . . . . . . . . . . . 422
Step 33. Add the Multimedia Server to CCMA for reporting . . . . . . . . . . . 426
Section I: CCT server configuration 429
Step 34. Import the agent phonesets to the TAPI database . . . . . . . . . . . . . 430
Step 35. Configure the Contact Management Framework option . . . . . . . . 439
Step 36. Import the contact center users into CCT . . . . . . . . . . . . . . . . . . . 447
Step 37. Import the terminals and addresses into CCT . . . . . . . . . . . . . . . . 451
Step 38. Import the Windows users into CCT . . . . . . . . . . . . . . . . . . . . . . . 456
Step 39. Import the agent workstations into CCT . . . . . . . . . . . . . . . . . . . . 459
Step 40. Map terminals to workstations (optional) . . . . . . . . . . . . . . . . . . . 463
Step 41. Map users to addresses, terminals, and contact center users . . . . . 466
Section J: Contact type configuration 475
Step 42. Understand the new contact types . . . . . . . . . . . . . . . . . . . . . . . . . 476
Step 43. Log on to the Multimedia Administrator . . . . . . . . . . . . . . . . . . . . 480
Step 44. Start the configuration tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 482
Step 45. Review migrated mailboxes and rules . . . . . . . . . . . . . . . . . . . . . . 501
Step 46. Update the E-mail Manager service . . . . . . . . . . . . . . . . . . . . . . . 502
Step 47. Reassign the contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 505
Section K: Agent configuration 507
Step 48. Configure the administrators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 508
Step 49. Configure hotdesking (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . 510