Nortel Contact Center Manager, Installation And Maintenance Manual

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824 Contact Center Multimedia/Outbound
Migrating Contact Center 6.0 to a new server Standard 7.16
Step 36. Understand the contact types
You can use the Multimedia Administrator to configure the contact types in the
Contact Center Multimedia/Outbound component of Contact Center, including
outbound, e-mail, and Web communications.
The Operations and Administration Maintenance (OAM) service retrieves
information about skillsets, route points, and agents from the Contact Center
Manager server, and provides the data to the Multimedia Administrator to
configure Multimedia properties for skillset and agents.
You can use Contact Center Manager Administration to create skillsets and route
points. For more information about creating skillsets and route points, see the
Contact Center Manager Administrator’s Guide.
Your contact center licensing affects the contact types you are able to configure.
You can use the License Manager file on Contact Center Manager Server to
determine what licenses you have. For more information about the license codes,
see Appendix B, “Feature licensing.” All of the contact types are described in
Step 37. “Log on to the Multimedia Administrator” on page 828.
Configuring the outbound contacts
Use the Outbound Campaign Management Tool to create, modify, and monitor
outbound campaigns. An outbound campaign is a series of outbound calls for
one specific purpose, for example, a customer survey or a sales promotion. You
can configure a maximum of 20 outbound campaigns with 2500 contacts in each
campaign.
Only one step is required to configure outbound contacts: configure the route
points for all outbound skillsets.
Configuring the E-Mail Manager
Use the E-Mail Manager to communicate with customers over the internet.
Customers communicate using their e-mail client application to receive an e-
mail response from the agent. The E-mail Manager provides the following
functionality: