Nortel Contact Center Manager, Руководство по установке и обслуживанию

Страница: 9 / 1618

Installation and Maintenance Guide ix
October 2007
Step 50. Start the client applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 514
6
Upgrading licenses in your current installation 519
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 520
Section A: Preinstallation 523
Step 1. Read the prerequisite documentation and check for updates . . . . . . 524
Step 2. Upgrade the License file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 525
Section B: Installation 527
Step 3. Install any Multimedia/Outbound service updates . . . . . . . . . . . . . 528
Section C: Postinstallation 529
Step 4. Configure the shared inbound and outbound attachment folders . . 530
Step 5. Configure access to client applications . . . . . . . . . . . . . . . . . . . . . . 543
Step 6. Configure the e-mail server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 546
Section D: CCMA server configuration 547
Step 7. Create additional agent phonesets . . . . . . . . . . . . . . . . . . . . . . . . . . 548
Step 8. Create additional multimedia skillsets . . . . . . . . . . . . . . . . . . . . . . . 551
Step 9. Create additional supervisors and agents . . . . . . . . . . . . . . . . . . . . . 554
Step 10. Create additional route points . . . . . . . . . . . . . . . . . . . . . . . . . . . . 557
Step 11. Configure additional sample multimedia scripts . . . . . . . . . . . . . . 559
Section E: CCT server configuration 563
Step 12. Import additional agent phonesets to the TAPI database . . . . . . . 564
Step 13. Import additional contact center users into CCT . . . . . . . . . . . . . . 573
Step 14. Import additional terminals and addresses into CCT . . . . . . . . . . 577
Step 15. Import additional Windows users into CCT . . . . . . . . . . . . . . . . . 582
Step 16. Import additional agent workstations into CCT . . . . . . . . . . . . . . 585
Step 17. Map terminals to workstations (optional) . . . . . . . . . . . . . . . . . . . 589
Step 18. Map additional users to the CCT resources . . . . . . . . . . . . . . . . . . 592
Section F: Contact type configuration 601
Step 19. Understand the new contact types . . . . . . . . . . . . . . . . . . . . . . . . . 602
Step 20. Log on to the Multimedia Administrator . . . . . . . . . . . . . . . . . . . . 606
Step 21. Start the configuration tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 608
Step 22. Update the E-mail Manager service . . . . . . . . . . . . . . . . . . . . . . . 627
Section G: Installing the external Web server 631
Step 23. Check the prerequisites for the Web server . . . . . . . . . . . . . . . . . . 632
Step 24. Install the external Web server software . . . . . . . . . . . . . . . . . . . . 633
Step 25. Configure your Web server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 638