Nortel Contact Center Manager, Руководство по установке и обслуживанию

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604 Contact Center Multimedia/Outbound
Upgrading licenses in your current installation Standard 7.16
Some definitions to know
The following is a list of definitions that you need to understand before
configuring the contact types in Contact Center Multimedia/Outbound.
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A skillset is a label applied to a set of skills, capabilities, or knowledge that
an agent requires to respond to a given request. The skillsets are retrieved
from the Contact Center Manager database. You must select a route point
for a skillset used to route outbound contacts.
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A route point is a location on the open queue that queues incoming calls to
and runs through a script on the Contact Center Manager Server.
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An auto-response is an e-mail message sent to a customer with no agent
interaction. An auto-response can be an intelligent response, such as a sales
promotion flyer, or an acknowledgement, such as “We received your e-mail
and will respond to you within three days.”
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A recipient mailbox is a container on the e-mail server that hold e-mail
messages. Standard mailboxes are monitored by the Contact Center E-mail
Manager, which routes the e-mail to an agent or group of agents (skillset)
based on an analytical search of the sender address, the recipient address,
the subject and body of an e-mail for predetermined keywords, or a
combination of these. The e-mail server must be compliant with Post Office
Protocol 3 (POP3) and Standard Mail Transfer Protocol (SMTP).
Every POP3 mailbox used by the Contact Center Multimedia server
requires basic authentication to facilitate e-mail retrieval. Basic
authentication passes the mailbox user and password in clear text to the e-
mail server. You can increase your security by adding Secure Socket Layer
(SSL) encryption. For more information about SSL encryption, see “Enable
SSL on the E-mail Manager” on page 1279.
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An e-mail alias is not a real e-mail account; an alias is an address that
forwards all e-mail messages it receives to another e-mail account. For
example, the mailbox general@magscripts.com can have the aliases
carz@magsubscriptions.com and planez@magsubscriptions.com. E-mail
addressed to either of these aliases are forwarded to the
general@magscripts.com mailbox. The Email Manager routes the e-mail
messages according to the rules based on the alias mailboxes.
Aliases can be useful to filter e-mail messages. For example, you can define
an alias for a short promotional period after which e-mail messages that
arrive at that alias are discarded.