Nortel LinkPlexer, Installation And Configuration Manual, Page: 13 / 196

Installation and Configuration Guide 13
October 2007 Getting started
About LinkPlexer 6.0
Introduction
LinkPlexer 6.0 is a Windows-based Contact Center application that enables
multiple applications to share the same communications session and CS 2x00/
DMS resources. Each application operates as if it were directly connected to the
CS 2x00/DMS. LinkPlexer 6.0 can connect to the CS 2x00/DMS using the ICM
protocol (IP) or CompuCALL (X.25); however, applications connect to
LinkPlexer 6.0 using Intelligent Call Management (ICM). With LinkPlexer 6.0,
an application that does not support CompuCALL can communicate on the
CompuCALL/X.25 interface of CS 2x00/DMS. If only one application is
connected to the CS 2x00/DMS, LinkPlexer is not required.
With LinkPlexer 6.0, applications can share Directory Number (DN) association
between different applications.
For example:
„
An Interactive Voice Response (IVR) application and Contact Center
Manager Server can share IVR voice ports. The IVR application controls
the ports while Contact Center Manager Server monitors and reports on
activity at the ports.
„
A softphone application, built using Communication Control Toolkit
(CCT), and Contact Center Manager Server can share agent positions. The
Contact Center Manager Server routes calls to and reports activity at the
agent positions while the softphone implements the agent capability.
„
A voice recorder and Contact Center Manager Server can share an agent
position. The Contact Center Manager Server monitors agent activity and
call routing at the position while the voice recorder uses the activity to
trigger recording.