Nortel Contact Center Manager, Руководство по установке и обслуживанию

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Installation and Maintenance Guide xi
October 2007
Step 24. Create supervisors and agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . 763
Step 25. Create route points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 766
Step 26. Configure the sample multimedia scripts . . . . . . . . . . . . . . . . . . . 768
Step 27. Add the Multimedia Server to CCMA for reporting . . . . . . . . . . . 772
Section I: CCT server configuration 777
Step 28. Import the agent phonesets to the TAPI database . . . . . . . . . . . . . 778
Step 29. Configure the Contact Management Framework option . . . . . . . . 787
Step 30. Import the contact center users into CCT . . . . . . . . . . . . . . . . . . . 795
Step 31. Import the terminals and addresses into CCT . . . . . . . . . . . . . . . . 799
Step 32. Import the Windows users into CCT . . . . . . . . . . . . . . . . . . . . . . . 804
Step 33. Import the agent workstations into CCT . . . . . . . . . . . . . . . . . . . . 807
Step 34. Map terminals to workstations (optional) . . . . . . . . . . . . . . . . . . . 811
Step 35. Map users to addresses, terminals, and contact center users . . . . . 814
Section J: Contact type configuration 823
Step 36. Understand the contact types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 824
Step 37. Log on to the Multimedia Administrator . . . . . . . . . . . . . . . . . . . . 828
Step 38. Start the configuration tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 830
Step 39. Update the E-mail Manager service . . . . . . . . . . . . . . . . . . . . . . . 849
Section K: Agent configuration 853
Step 40. Configure the administrators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 854
Step 41. Configure hotdesking (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . 857
Step 42. Start the client applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 861
Part 3
Configuring the CCMM Standby server 867
8
Installing the Standby server 869
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 870
Section A: Preinstallation 873
Step 1. Review the preinstallation instructions . . . . . . . . . . . . . . . . . . . . . . 874
Step 2. Read the relevant documentation and check for updates . . . . . . . . . 875
Step 3. Share the attachment folders on the Active server . . . . . . . . . . . . . 876
Step 4. Configure the Standby server on the Active server . . . . . . . . . . . . . 878
Step 5. Back up the active Multimedia server . . . . . . . . . . . . . . . . . . . . . . . 880
Step 6. Understand the Active server installation . . . . . . . . . . . . . . . . . . . . 890
Step 7. Install your remote support access tool . . . . . . . . . . . . . . . . . . . . . . 891
Section B: Installation 907
Step 8. Install the Standby server software . . . . . . . . . . . . . . . . . . . . . . . . . 908