Oracle Contact Center Anywhere 8.1, Руководство по установке

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Contact Center Anywhere Installation Guide Version 8.1
Getting Started With CCA
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Enabling the Partition Feature
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Company Alias: alias of the company we are logging in.
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Username: username of the agent.
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Password: password of agent
4
You should be able to log in. If you receive any error message, check the log files in CCA/WEB-
INFO/ccanywhere.log to find detail of any error during deployment.
Enabling the Partition Feature
Partition is a new feature in CCA version 8.1. A partition is a way for your administrator to segment
your call center operations into smaller, more manageable units. A unit is typically a set of projects
and workgroups, and other information related to them. Partitioning has two purposes; the first one
is of functionality and the second is of security. For example, assigning users to specific partitions
means they are able to log in and work only on one of these partitions. Furthermore, a supervisor
can monitor and supervise only the partitions to which he/she belongs.
The Partition feature is disabled by default. Following these steps to enable this feature:
To enable the Partition feature
1
Enable the Partition in the database by running the SQL query: Update systempackage set
packageconfigurable = 1 where resourcebundlekey='partitions'
2
Enable the Partition in Administration Manager (AM).
a
After running the query, log in to AM page with a Network Administrator account.
b
After login AM, click Go to and select Package Creator.
c
Edit the package that your company is using. By default it is System Package.
d
When the Partitions option appears in the Package Configuration page in AM, select the check
box for this option, and then click OK.
3
Log out and log in AM again to enable the Partition feature.
Making interactions
CCA is a multi-channel e-contact center solution. It helps agents communicate with customer
through many channels such as calls, email, chat, and so on. After installing CCA, make sure these
kinds of channel work correctly.
NOTE: Refer the AM user guide and Integrated user guide for detail on how to make these kinds of
interaction.
Making interactions
1
Login AM as described in the previous section.
2
Create a call, chat, and email project.