4a contact center manager administration r6

7/23/2019 4a Contact Center Manager Administration r6

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1Nortel Confidential Information


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2 Nortel Confidential Information

Contact Center Manager Administration

Internal Certification Training Series for Nortel SEs


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Contact Center Manager Administration Agenda

> CCMA Overview> Contact Center Management

>Access & Partition Management

> eal Time e!orting

> "istorical e!orting> Config#ration

> Scri!ting

>A#dit Trail

>Agent $es%to! $is!la> Server Considerations

> Com!ati'ilit

> Ca!acities


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Contact Center Manager Administration(eat#re Overview


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)Nortel Confidential Information

Symposium Web Client 4.5

*e' +ased Administration for CCMS#!ervisor,Admin Interface

Communication Control Toolkit 5.0

CTI Middleware

Contact Center Agent $es%to!

CM Integration

CS 1000, 000, 100

Agent

!"05

M#S 500 .1

Self Service Sol#tions-$TM(. IP. SIP-S!eec/ ecognition

NortelSe

rverS#'net

Nortel Server S#'net

Symposium Call Center

Ser$er 5.0

S%ill-+ased o#ting

E0tensive e!orting

eal-Time $is!las

%# Agent

1140&

%# Agent

050

Symposium Web Center

#ortal 4.0

E-mail es!onse

On-line Te0t C/at

*e' Colla'oration

Call#ilot 4.0

A#to Attendant

oice Processing

2nified Messaging

'ortel Application Center ( 005

)outer

*+ptional, coniguration(dependent co(residency-

C#stomer AN 4CAN,TAN5
http://smb//www.ibm.com/systems/x/rack/x3650t/index.htmlhttp://smb//www.ibm.com/systems/x/rack/x3650t/index.htmlhttp://smb//www.ibm.com/systems/x/rack/x3650t/index.htmlhttp://smb//www.ibm.com/systems/x/rack/x3650t/index.htmlhttp://smb//www.ibm.com/systems/x/rack/x3650t/index.html


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Contact Center Manager

Administration .0Web /ased Administration or CCM

S#!ervisor,Admin InterfaceCommunication Control Toolkit .0

CTI Middleware

Contact Center Agent $es%to!

CM Integration

CS 1000, 000, 100,

MCS 5100

Agent

!"05

M#S 500 !.0

Self Service Sol#tions-$TM(. IP. SIP-S!eec/ ecognition

NortelSe

rverS#'net

Nortel Server S#'net


Ser$er .0

S%ill-+ased o#ting

E0tensive e!orting

eal-Time $is!las

%# Agent

1140&

%# Agent

050

Contact Center Multimedia .0

E-mail es!onse

On-line Te0t C/at

*e' Colla'oration

Contact Center - O#t'o#nd

Call#ilot 4.0

A#to Attendant

oice Processing

2nified Messaging

'ortel Application Center ( 00

)outer


Contact )ecording uality

Monitoring-+#l% oice ecording-+#siness-r#les-'ased recording.

screen ca!t#re. eval#ation forms& re!orting


C#stomer AN 4CAN,TAN5
http://smb//www.ibm.com/systems/x/rack/x3650t/index.htmlhttp://smb//www.ibm.com/systems/x/rack/x3650t/index.htmlhttp://smb//www.ibm.com/systems/x/rack/x3650t/index.htmlhttp://smb//www.ibm.com/systems/x/rack/x3650t/index.html


7/897Nortel Confidential Information


%n order to access

CCMA, launc2

%nternet &3plorer

and enter t2e ).

og on using a

uni6ue ser %7

and pass8ord.



W2at is CCMA9

> Contact Center Management

Agent:Skillset Assignments

Agent:Super$isor Assignments

> Access and #artition Management

;W2at you can do and to 82ic2 Agents, Skillsets Applications )eal Time *0.5 Seconds or more- )eporting

Customi=able >rap2ical and Tabular Agent, Skillset Application 7isplays

> ?istorical )eporting

104 Standard )eports

> Coniguration

Conigure #/@ )esources, Acti$ity Codes, #2ones, >lobal Settings

> Scripting

Ble3ible, customi=able call routing and treatments

/ro8ser(/ased Tool or CC Super$isors and Administrators to

Manage CCMS Single *'odal- or Multiple *'et8orked- Contact

Centers and is included 8it2 Contact Center .0



Contact Center Management

> iew 'S#!ervisor


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Access and #artition Management



)eal Time )eporting

> )eal(time perormancemonitoring tool or managersand super$isors

> )eal(time data automatically

reres2es in as little as 0.5seconds or agent statistics

> p(to(t2e(second dataenables management tomake decisions in real(time

> ?yper(links take super$isorsdirectly to Agent(to(skillset*or skillset(to(agent-assignment


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?istorical )eporting

> More t/an 7: standardre!ort tem!lates availa'le

> Centrali C#stomi E-mail notification ofsc/ed#led re!ortcom!letion

> S#!ervisor filtering

>Administrative !artitions



)eport Creation Wi=ard

T/e e!ort Creation*i



Coniguration


15/891)Nortel Confidential Information

Scripting ( Ad$anced and Adaptable Call

)outing

> Contact treatments 'ased on #ni?#e '#siness needs

> o#te contacts 'ased on@ Called N#m'er , TOB Address

@ Calling ine I$,ANI or (OMB Address

@ Caller Selected Service

@ "ost $ata E0c/ange

@ Contact Center Conditions

> Ta%e advantage of aria'les to Sim!lif@ Dlo'al. Call-s!ecific and Controlled aria'les




+utbound Campaign Management Tool

T/e O#t'o#nd Cam!aignManagement Tool is accessedvia CCMA and is #sed tocreate. modif. and monitoro#t'o#nd cam!aigns=

o# can config#re a ma0im#m of;: o#t'o#nd cam!aigns wit/)::: contacts in eac/cam!aign=



icense Manager

icense Manager centrally maintains all licenses or

> Contact Center Manager Server

> Contact Center Manager Administration

> Contact Center M#ltimedia,O#t'o#nd

> Comm#nication Control Tool%it



Corporate License

Manager Server

CCMS #1 CCMS #2 CCMS #3 CCMS #4

Ser$ers ogged in Acti$e

'o o CCMSer$er

icences)emaining

'o oAgents

)emaining

Nodal or Networ%ed=

No Fecode iss#ed. All Sstems will #se icense Manager

Nodal. Meridian 1 and CS1::: will #se Site I$. ot/er to #se Mac Address=

1500 Active

Agents500 Active

Agents

icense Manager D Corporate &3ample

2500 Active

Agents

'+T& (or Presentation P#r!oses OnlGG

$namic allocation of Servers & Agents

0 ! 5000CCMS E1 500CCMS E1 1 1000CCMS E1, 4 0 500


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Nortel Confidential Information

&3ample icense Bile


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&3ample o Contact Center 'odal icense


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> iew 'S#!ervisor


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Skillset Management

> iew 'S%illset


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Ability to run user(deined

assignments on an ad(2oc basis

#n Now O!tion


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;)Nortel Confidential Information

Sc2eduled agent to skillset and agent to

super$isor assignments


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;6Nortel Confidential Information

7isplay and Searc2 by Agent ogin Status

> T/e c#rrent stat#s of t/e agent is dis!laed in t/e Agents iew.S#!ervisor iew. and S%illset iew=

>Agent stat#s is also availa'le in Agent $etails and Assignments views=

> T/ere is also t/e a'ilit to searc/ ' agent stat#s=

Agents iew . S#!ervisor iew. S%illset iew

Searc/ '

Agent

Stat#s

Stat#s Hogged In


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TN Name

Stat#s H

ogged In

Agent ogged In

7isplay Agent ogin Status T' 'ame


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7isplay Agent ogin StatusAgent S%illset Assignments

AgentJs stat#s

dis!laed on grid

AgentJs stat#s

dis!laed in agent

searc/ res#lts

Agent Info Col#mns

(ro


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7eault ueue Management

%n t2e e$ent t2at t2e Contact Center Ser$er goes do8n, /asic AC7

on t2e #/@ acts as a back up.

'e8 8it2 CC .0, rom CCMA t2e Super$isors and Managers

can assign t2e agent


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3:Nortel Confidential Information

Access and #artition Management


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Access and #artition Management +$er$ie8

> 2sed to create and administer CCMA sers#sing AccessClasses. Partitions and e!ort Dro#!s=

> Access Classes $efine w/at access rig/ts and

!rivileges a #ser /as L */at o# are allowed to doB=

> #artitions$efine w/at data elements 4Agents. S%illsetsetc=5 a #ser can view in Contact Center Management."istorical e!orting and eal-Time $is!las L */at o#

are allowed to seeB=> Creation of )eport >roups#sed to s/are re!orts 'etween

#sers in "istorical e!orting

CCMA 2ser Administration


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3;Nortel Confidential Information

?o8 #artitions 8ork

A>&'TS 7'%S

)+)TS

SF%S&TS C7'S

#artitions Super$isors

All Agents

reporting to

t2is super$isor

Contact Center

Management

CCMA ( Components

)eal(Time

)eporting

?istorical

)eporting

A##S

> Partitions define w/at data elements a #ser can see w/en#sing CCMA


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Access and #artition Management in CCMA .0

New Partition conce!ts in CCMA 6=:

>All Agents & S#!ervisors

>All S%illsets

>All C$NS

>All $NIS

>All A!!lications

>All C#stom e!ort Dro#!s

> Standard e!ort Dro#!s

>Agent Performance

> Call ' Call

> Config#ration

> Networ%

> Ot/ers

> O#t'o#nd

> M#ltimedia

!. Standard #artitions

> All 7ata S/ow All data for t/is server=> 'o 7ata estrict All $ata for t/is server

> Conigure Config#re Std= Partitions andS#!ervisors for t/is server=

. Ser$er )ig2ts

> */en t/is is switc/ed on. #ser can seeall partitioned data on all ser$ers4defa#lt for new #ser5=

1. Bull 7ata #artition

If not #sing (#ll $ataB

Servers set

to

BConfig#reB


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3)Nortel Confidential Information

@ eal Time Ta'#lar $is!las

@ None

@ a#nc/

@ Create Private

@Create P#'lic

@ eal Time Dra!/ical $is!las

@ None

@ a#nc/

@ Create Private

@ Create P#'lic

@ "istorical e!orting

@ None

@ #n and Im!ort

@ e!ort Creation

> T/e following Access Classes /ave 'een added

'e8 Access Classes


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)eal Time )eporting


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)eal Time 7isplay &n2ancements

> )eal(time perormancemonitoring tool or managersand super$isors

> )eal(time data automaticallyreres2es in as little as 0.5seconds or agent statistics

> p(to(t2e(second dataenables management tomake decisions in real(time

> ?yper(links take super$isorsdirectly to Agent(to(skillset*or skillset(to(agent-assignment


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T2ree Types o )eal Time 7isplays

> #ublic 7isplays P#'lic $is!las incl#de 'ot/ t/e standarddis!las t/at s/i! wit/ Contact Center - Manager andc#stomi #ri$ate 7isplays Private $is!las are co!ies of !#'lic grid4ta'le format5 dis!las t/at o# c#stomi >rap2ical 7isplays Dra!/ical $is!las are !rivate gra!/icaldis!las t/at o# create and save in o#r Private dis!las

folder= Onl t/e creator of t/e !rivate dis!la can access andmodif it= o# can ma%e !rivate gra!/ical dis!las !#'lic=

NOTE eal Time $is!las can 'e config#red to refres/ asfre?#entl as ever /alf 4=:)5 second=


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Customi=able )eal(Time 7isplays

)eal Time 7isplayCollection *up to displays-

> 6 Standardtem!lates

> Create !rivate or!#'lic dis!las

@ Ta'#lar

@ Dra!/ical


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:Nortel Confidential Information

> 2! to ;) $is!las a#tomaticall tiled

/illboard Collections


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Maps &mulate t2e #2ysical

ayout o your Call Center

Agent Map


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;Nortel Confidential Information

)eal(Time )eporting

> Service evel on c/arts

> C/art a'els on -A0is

> T/res/old al#es on +ill'oard

> C/ange 'ac%gro#nd colors on 'ill'oards

>Config#re colors for Standard Ta'#lar$is!las evel 1 T/res/old

> Agent Ma! L (las/ing Te0t

> Agent Ma! L S/ow Personal $N

> Agent Ma! L "ide logged o#t agents

> Agent Ma! L oom 2!

> Agent Ma! L S/ow Agents (#ll Name

> in%ed $is!la from agent ma!

> More InfoB (rom Agent Icon

> En/anced Collections 4an 6 ta'#lar orgra!/ical dis!las5

> New +ill'oard Collections dis!la 4#! to;) 'ill'oards in one collection5

> A'ilit to s/are gra!/ical dis!las> S/ow Non-Staffed S%illsets

> S%illset real-time dis!la /as standardfilters

> T$ to CCM Cross in%ing 4S%illset$is!la5

> T$ to CCM Cross in%ing 4S#!ervisor$is!la5

> A'ilit to select and #!date filters fromeal Time $is!las

(eat#re list


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M#lticast re?#irements of CCMA


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Multicast

> Contact Center Manager Administration consolidates m#lticast trafficinto a single stream. and sends it to t/e client PCs in eit/er m#lticastor 2nicast format= +eca#se t/e 2nicast o!tion /as a significant im!acton networ% 'andwidt/ re?#irements and CP2 #sage. Nortelrecommends t/at o# #se m#lticast mode of networ% comm#nicationw/ere !ossi'le=

> M#lticast is re?#ired 'etween t/e Contact Center Manager Serversand t/e Contact Center Manager Administration server=

> T/e Agent $es%to! $is!la A!!lication onl f#nctions if o# ena'le t/em#lticast comm#nication met/od from t/e Contact Center Manager

Administration to t/e client PC=

>M#lticasting lets #sers view nodal real-time dis!las. networ%-consolidated real-time dis!las. Agent $es%to! $is!la. andEmergenc "el! notifications on t/e Contact Center Manager ClientPCs=


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CCMA Multicast Arc2itecture

M1, CS1000

7MS :S100 : CS300

CCMS

#ST'

AM

%CM

CCMA

%nternet

A77 client*agent-

Legend

Multicast Data

Unicast Data


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Multi(site Multicast Arc2itecture

M1, CS1000

7MS :S100 : CS300CCMS CCMA

CCMA user*admin : super$isor-

#ST'

AM

%CM

&A'

M1, CS1000

7MS :S100 : CS300CCMS

#ST'

AM

%CM

'CC

&A'

CA'

CA'

%nternet

A77 client*agent-

Legend

Multicast Data

Unicast Data


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Client now

receiving t/e

re?#ested

2nicast data

stream

M1, CS1000

7MS :S100 : CS300

CCMS1 CCMA

WC1WC

2WC

3

WC4WC5

Router

(multicast enabled)

WC6WC7

Multicast rom CCMS to CCMA

Multicast rom CCMA to user clients

nicast rom CCMA to user clients

CCMS

Meridian 1

CS 1000

&(A'

Non m#lticast

ro#ter. so no

'et8ork

consolidated

displaydata

Router*AN

WC5

nicast alternati$e or Super$isors

/lockage o 'et8ork )T7

Router Non multicast)

Router Non multicast)


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Transmit mode icons

@ New icons /ave 'een introd#ced on t/e standard and !rivate realtime dis!lasto indicate t/e transmission mode t/at is s#!!orted ' t/e server and in #se '

t/e dis!la=@ T/e screen a'ove will a!!ear w/ile t/e dis!la is loading=

@ At t/is !oint. t/e icons re!resent t/e transmission modes t/at are s#!!orted 't/e server. m#lticast and 2nicast in t/is case

Multicast nicast


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):Nortel Confidential Information


> More t/an 7: standardre!ort tem!lates availa'le

> Centrali C#stomi E-mail notification ofsc/ed#led re!ortcom!letion

> S#!ervisor filtering

>Administrative !artitions


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)1Nortel Confidential Information


T/e e!ort Creation*i


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);Nortel Confidential Information


Te0t O'Qect

S#mmar (ield(orm#la (ields$ata'ase (ields

Page "eader

Dro#! (ooters

$etails

Dro#! "eaders

Sam!le e!ort wit/ /ig/lig/ted elements


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> T/e C* is designed as a wi T/e navigation 'ar ena'les individ#al !ages to 'e selected

s#'Qect to t/e !age 'eing ena'led=> Pages are ena'led de!ending on w/ere in t/e re!ort

creation !rocess t/e #ser is= efer to t/e notes sectionsfor f#rt/er details=

D2I (eat#res Navigation +ar

Ena'led C#rrent

Page$isa'led


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#re$ie8

iewer s#!!orts standard

Crstal feat#res s#c/ as

E0!ort. Print and

Searc/

T/e re!ort !review '#tton is

ena'led once fields areselected on t/e re!ort=

Preview ta%es t/e first ):

records from t/e $+=

4Note t/at t/e $ata is not!artitioned5

?istorical )eporting Beatures


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))Nortel Confidential Information

?istorical )eporting Beatures

> Centrali=ed Template Storage Contact Center ManagerAdministration incl#des standard re!ort tem!lates t/at areinstalled on t/e Contact Center Manager Administration andare availa'le to all #sers w/o /ave re!orting access=

> %mporting o# can im!ort e!ort Creation *i


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?istorical )eporting Beatures Continued> Sc2eduling To generate sc/ed#led re!orts. #sers do not need a client

wor%station t/at is alwas #! and r#nning s#c/ as wit/ t/e Classic Client 'eca#set/e re!ort sc/ed#ler is located on t/e CCMA= T/e client no longer /as to 'econnected to CCM to generate a sc/ed#led re!ort=

> @ &mail 'otiication */en sc/ed#ling a re!ort. #sers can s!ecif an emailaddress w/ere t/e sstem can send notification t/at t/e re!ort /as 'eens#ccessf#ll generated=

A t 2 i t


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Agent searc2 user interace

Searc/ on (irst Name.

ast Name and ogin

I$

ist All '#tton to

dis!la all availa'le

agents

Searc/ '#tton to

dis!la agents 'ased

on searc/ ?#er

d t di ll l d t ti ti l


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#rimary Script SalesDive AN "ello

K; S%illset SalesRs%

Dive M#sic oc%

Dive AN "old

*ait 6:

K; S%illset ServRs%

4M#sic &

AN treatment

Contin#e

time !asses5

Dive I MessageRO!tion

Scri!t

Sales

4A!!l5

Offered Answered A'andoned Terminated

C$N

Master A!!

A!!lication

S%ill SalesRs%

S%ill ServRs%

Caller

nderstanding call lo8 and statistical

pegging

P+@ C$N toSCCS

@AC$

SCCS

Master

Scri!t

Master ScriptIf C$N H 1;3

E0t Scri!t Sales

If $NIS H ;7)1

E0t Scri!t Srvc

PSTN

(DNIS, ANI,

CLID)

1:: Incoming calls. all

$NIS ;;88

I$C ta'le !oints

$NIS ;;88 to C$N

1;3

1:: Offered

1 A'andons

1::

1:: 1

1

99

99 Offered

9 Offer

9

)

5 Abn

)

;: Ans

in salesRs%

1: a'n

;:

;:

;:

1:

1:

1:

6 Offer

6 Transfer toleave message

H7) H;1

H7) H;:

H6: H1)

: Ans

in salesRs%

1) Ans

in ServRs%

) a'n

1)

1)

:

:

:1)

)

)

)

)


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Call )outing 7irectly %mpacts )eport

Statistics

3):1

3):8

3)::

:1

C2STOMERSEICERENDIS"

I( O2T O( SEICE C#stRServREng

T"EN EEC2TE SCIPT NID"TRSEICE

$ISCONNECT

ESE K2E2E TO SFISET C#stRServREng

EN$ I(

K2E2E TO SFISET C#stRServROvrflw

SAESRSPANIS"

K2E2E TO SFISET CollectRS!anis/RS%

Control

7irectory

'umbers

*C7'-

*"EE C$N EK2AS

A2E 3):1 EEC2TESCIPTC2STOMERSEICERENDIS"

A2E 3):8 EEC2TESCIPT SAESRSPANIS"

A2E 3):: EEC2TESCIPT SAESRENDIS"

A2E :1 EEC2TESCIPT SAESRENDIS"

Master Script

#rimary Scripts

SAESRENDIS"

K2E2E TO SFISET CollectREnglis/RS%

*AIT ;

M#sic. anno#ncements and ot/er treatments

K2E2E TO SFISET CollectRS!nRS%

#rimary to Secondary scripts and


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#rimary to Secondary scripts and

reporting

> Primar Scri!t

@ Scri!t e0ec#ted or referenced ' t/e Master scri!t

@ A!!lication statistics are !egged to t/e !rimar scri!t

> Secondar Scri!t

@ An scri!t 4ot/er t/an t/e Master. networ% or !rimar5 t/at

is referenced from a !rimar scri!t or an ot/er secondarscri!t

@ Secondar scri!ts do not !rovide a!!lication re!orts

*"EE C$N EK2ASA2E 3):1 EEC2TESCIPTC2STOMERSEICERENDIS"

Master Script

C2STOMERSEICERENDIS"

I( O2T O( SEICE C#stRServREng

T"EN EEC2TE SCIPT NID"TRSEICE

$ISCONNECT

ESE K2E2E TO SFISET C#stRServREng

EN$ I(

K2E2E TO SFISET C#stRServROvrflw

#rimary Script

NID"TRSEICE

*"EE $NIS EK2A

A2E Englis/RN#m'er

DIE AN EngRClosed

A2E S!anis/RN#m'er

DIE AN S!nRClosed

A2E (renc/RN#m'er

DIE AN (renc/RClosed

A2E ForeanRN#m'er

DIE AN ForeanRClosed

$E(A2T

DIE AN EngRClosed

EN$ *"EE

*AIT ;

$ISCONNECT

Secondary

Script

>All !egging contin#es to !ost against t/e !rimar. even after t/e call is/anded off to a secondar scri!t

A li ti ) ti b t i


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Application )eporting D best $ie8 o

total 8orkload

#rimary Script Sales

Dive AN "ello

K; S%illset SalesRs%

Dive M#sic oc%

Dive AN "old

*ait 6:K; S%illset ServRs%

4M#sic &

AN treatment

Contin#e5

Dive I MessageRO!tion

>A!!lication re!orting@ eflects all calls controlled ' t/e !rimar scri!t

@ eflects final call stat#s 'eond Answered or A'andoned

> S%illset re!orting@ Onl delivers !egging on t/ose calls answered or

a'andoned w/ile ?#e#ed to t/at s%illset

@ $oes not reflect calls answered #nder anot/er s%illset

@ $oes not reflect ot/er final stat#s of a call

@ Provides a wor%gro#! t!e view. not total wor%load


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Application #erormance


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Application 7elay beore Abandon


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Skillset #erormance


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Agent #erormance


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Agent S2ort Calls

GC2eat S2eet )eportH


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Agent ogin:ogout

'ot )eady detail added 8it2 )elease 5


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'ot )eady )eason Code by Agent


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Coniguration


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Coniguration 'otes

> T/e n#m'er of s%illsets t/at can 'e config#red are 996wit/ an additional fo#r 45 !redefined=

> It is mandator to config#re C$Ns and !/onesets to ma%et/e Contact Center Manager sstem wor% s#ccessf#ll=

Ot/er reso#rces are config#red as re?#ired ' t/e contactcenter=

> (or mass c/anges s#c/ as t/e initial commissioning of anew Contact Center an E0cel s/eet can 'e downloadedfrom t/e Config#ration com!onent to #!load and download

Contact Center Manager Server config#ration and #serinformation=


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Scripting

W2at is Scripting9


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W2at is Scripting9

> S%ill-'ased ro#ting is accom!lis/ed wit/ scri!ts= Scri!ts determine/ow calls are ro#ted and t/e treatment o!tions t/at are !rovided toc#stomers 'ased on a variet of conditions and !arameters= T/e goalof scri!ting is to !erform intelligent ro#ting of calls and contacts 'asedon c#stomer re?#irements and s%illsets=

C#stomer s%illset re?#irements can 'e 'ased on t/e following criteria

> */o t/e c#stomer is 4for e0am!le. calling !art information UCI$.ANI. NPA,N. or tr#n% ro#teV5

> */at n#m'er t/e c#stomer dialed 4for e0am!le. called !artinformation U$NISV5

> */en t/e c#stomer calls 4for e0am!le. date or time of t/e call5

> Call center conditions 4for e0am!le. sstem information s#c/ as agentstat#s or c#rrent n#m'er of c#stomers waiting5

> Information o'tained from t/e c#stomer 4for e0am!le. voice!rocessing in!#t s#c/ as acco#nt n#m'ers. invoice n#m'ers. etc=5

> Contact T!e 4for e0am!le. tele!/on call. e-mail message. or te0tc/at5

A Script


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A Script


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> T/eScript Manageris now a f#ll integrated we'-'ased t/in client=

> Terminal Services is no longer re?#ired for CCMA Scri!ting=

> T/e new Scri!t Manager grid contains all data as dis!laed in t/e Classic Client=

Clic% on Scri!t

Manager node

to get list of

scri!ts on

CCMS server

"ig/lig/t

scri!t and

do#'le-clic%

to o!en

Can also select

O!en fromrig/t-clic%

men#= Men#

o!tions c/ange

de!ending on

t/e scri!t

stat#s=

Sorta'le col#mn

/eaders

Modified + #ser

is t/e #sername

of t/e last CCMA

#ser to modif

t/e scri!t 4CCMS

6=: onl5

Script Manager

Iariables


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Iariables

> Scri!t varia'les are #ser-defined. easil #nderstood wordsor !/rases t/at can 'e #sed in scri!ts in !lace of a val#e orset of val#es= aria'les !rovide t/e sstem administratorwit/ a wa to write scri!ts #sing sm'olic names instead ofval#es and !rovide t/e administrator wit/ a wa to ma%enecessar c/anges to t/e varia'le val#es w/ile t/e sstemis active=

> */en a varia'le is modified. an scri!t #sing t/at varia'lewill #se t/e new. modified version= T/is !revents t/eAdministrator from modifing eac/ scri!t=

> E0am!le If $a Of ear H "olidaW"olidaJ is a list of all of t/e /olidas= Once t/e /olidasare #!dated at t/e 'eginning of t/e ear all scri!ts now%now t/e new earJs /olidas=


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Audit Trail

Audit Trail


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T2e Audit Trail is used to $ie8 t2e most

recent actions t2at users perormed

in t2e ollo8ing Contact Center ManagerAdministration components

@ a#nc/!ad

@ Config#ration

@ Contact Center Management

@ Access and Partition Management@ eal-Time e!orting

@ Scri!ting

@ "istorical e!orting

@ e!ort Creation *i


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Audit Trail

Agent 7esktop 7isplay


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>$eliver eal-TimeStatistics to Agents

>Config#ra'le t/res/olddis!la colors and alarms

> Two formats One-line andTa'#lar

> S#!!orts Alwas on To!B


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> T/e Agent $es%to! $is!la feat#re is !rovided ' Contact CenterManagement Administration=

>A$$ lets agents view statistics for s%illsets to w/ic/ t/e are assignedwit/ or wit/o#t logging into a !/one=

> T/e administrator config#res t/e Contact Center ManagerAdministration to control t/e statistics t/at are dis!laed on t/e agentJsdes%to!s=

>Agents can c/oose 'etween a one-line 4eac/ s%illset dis!laed one ata time5 or a ta'#lar dis!la=

> T/res/olds and config#red vis#al and a#di'le alarms alert t/e agents

to e0ce!tion conditions and contact center vol#mes and em!oweragents to 'etter ga#ge t/eir effectiveness and adQ#st t/eir!erformance if necessar=


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CCMA Ser$er Considerations

> Contact Center Manager Administration r#ns on ac#stomer or distri'#tor s#!!lied. dedicated server= Seefollowing slide for 'asic g#idelines=

> T/e Ca!acit Assessment Tool 4Ca!Tool5 m#st 'e #sed for

detailed analsis for o#r sstem /ardware re?#irements=T/e Ca!Tool is availa'le from t/e Partner InformationCenter we'site www=nortel=com,!ic5=

> (or o!timal !erformance. average CP2 #se on 'ot/ t/eContact Center Manager Administration server and t/e

client s/o#ld not e0ceed 7: over at least a 1)-min#te!eriod=



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)eplaces t2e Classic Client> Classic Client is no longer supported 8it2 Contact Center .0

> Contact Center Manager Ser$er tility takes t2e place o t2e Classic Client, to access maintenanceutilities

> Contact Center Manager Administration does not pro$ide access to t2e

ser$er maintenance unctions pro$ided by t2e Contact Center Manager

Ser$er tility. T2ose unctions are

> Event +rowser and Alarm Monitor

> Event T/rottling

> Serial Ports

>Server Setting

> Switc/ eso#rces

> Connected Sessions

> Server Performance Monitor

> oice Prom!t Editor

> $es%to! 2ser creation. PC Events. Password C/ange. Access Classes to

manage t/e Contact Center Manager Server 2tilit


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Ser$er ?ard8are )e6uirements


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Ser$er Sot8are )e6uirements

Note Contact Center Manager Administration is s#!!orted on

*indows Server ;::3 elease ;


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Compatibility

Prod#ct (amil eleases S#!!orted

Meridian-1ls ;)=:'

4etired5

CS 1:::

ls 3=:4etired5ls =:ls =)ls )=:

CallPilot

ls 3=:4M$5

ls =:

ls )=:

'ote MMail 1! 8as supported until +ct 00


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CCMA .0 Compatibility matri3

S*C =) S2:) Classic Client CCMA 6=:

SCCS =:

SCCS =;

SCCS )=: S2S:):14or later5

11

CCMS 6=: ;;

'ote 1 D CCMA .0 supports SCCS 5.0 8it2 t2e minimum update o SS0501 but certain

unctionality is only a$ailable 82en connected to a CCMS .0.

'ote D CCMA .0 is only supported in t2e Co()esident coniguration 8it2 CCMS .0. *i.e.

CCMA .0 is not supported co(res 8it2 SCCS 5.0-.


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4a contact center manager administration r6

Documents