4a Contact Center Manager Administration r6

1
Nortel Confidential Information
Contact Center Manager Administration

Internal Certification Training Series for Nortel SEs
Contact Center Manager Administration Agenda

> CCMA Overview
> Contact Center Management
> Access & Partition Management
> Real Time Reporting
> Historical Reporting
> Configuration
> Scripting
> Audit Trail
> Agent Desktop Display
> Server Considerations
> Compatibility
> Capacities
3

Feature Overview
Nortel Application Center - 2005
Nortel Server Subnet
CS 1000, 2000, 2100
Router
Symposium Call Center

Server 5.0
Skill-Based Routing
Extensive Reporting
Real-Time Displays
Symposium Web Client 4.5
Web Based Administration for CCM
Supervisor/Admin Interface
(Optional, configuration-dependent co-residency)
CallPilot 4.0
Auto Attendant
Voice Processing
Unified Messaging
Communication Control Toolkit 5.0

CTI Middleware
Contact Center Agent Desktop
CRM Integration
MPS 500 2.1

Self Service Solutions
- DTMF, IP, SIP
- Speech Recognition
Customer LAN (CLAN/TLAN)
Agent
5
3905
IP Agent
1140E
IP Agent
2050
Symposium Web Center

Portal 4.0
E-mail Response
On-line Text Chat
Web Collaboration
Nortel Application Center - 2006
CS 1000, 2000, 2100,

MCS 5100
CallPilot 4.0
Auto Attendant
Voice Processing
Unified Messaging
Router
Contact Center Manager

Server 6.0
Skill-Based Routing
Extensive Reporting
Real-Time Displays
Contact Center Manager
Administration 6.0
Web Based Administration for CCM
Supervisor/Admin Interface
Communication Control Toolkit 6.0
CTI Middleware
Contact Center Agent Desktop
CRM Integration
MPS 500 3.0

Self Service Solutions
- DTMF, IP, SIP
- Speech Recognition
Customer LAN (CLAN/TLAN)
Agent
6
3905
IP Agent
1140E
IP Agent
2050
Contact Center Multimedia 6.0

E-mail Response
On-line Text Chat
Web Collaboration
Contact Center - Outbound
Contact Recording & Quality

Monitoring
-Bulk Voice Recording
-Business-rules-based recording,
screen capture, evaluation forms
& reporting
In order to access
CCMA, launch
Internet Explorer
and enter the URL.
Log on using a
unique User ID
and password.
What is CCMA?
Browser-Based Tool for CC Supervisors and Administrators to
Manage CCMS Single (Nodal) or Multiple (Networked) Contact
Centers and is included with Contact Center 6.0
> Contact Center Management
Agent/Skillset Assignments
Agent/Supervisor Assignments
> Access and Partition Management

What you can do and to which Agents, Skillsets & Applications
> Real Time (0.5 Seconds or more) Reporting

Customizable Graphical and Tabular Agent, Skillset & Application Displays
> Historical Reporting

104 Standard Reports
> Configuration
Configure PBX Resources, Activity Codes, Phones, Global Settings
> Scripting
Flexible, customizable call routing and
treatments
Nortel
Confidential Information
Contact Center Management

> View by
Supervisor
Access and Partition Management
10
Real Time Reporting

> Real-time performance
monitoring tool for managers
and supervisors
> Real-time data automatically
refreshes in as little as 0.5
seconds for agent statistics
> Up-to-the-second data
enables management to
make decisions in real-time
> Hyper-links take supervisors
directly to Agent-to-skillset
(or skillset-to-agent)
assignment
11
Historical Reporting
> More than 70 standard
report templates available
> Centralized storage of
report templates
> Customized report
sharing using report
group folders
> E-mail notification of
scheduled report
completion
> Supervisor filtering
> Administrative partitions
12
Report Creation Wizard

The Report Creation
Wizard is accessed
from Contact Center
Manager
Administration and
supports creating,
modifying, and
saving the reports
from Nortel product
ODBC compliant
data sources.
13
Configuration
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Scripting - Advanced and Adaptable Call

Routing
Contact Center Managers rich scripting language offers
flexible contact handling which defines how calls are
routed and treated on an individual contact basis.
> Contact treatments based on unique business needs

> Route contacts based on
Called Number / TO Address

Calling Line ID/ANI or FROM Address
Caller Selected Service
Host Data Exchange
Contact Center Conditions
> Take advantage of Variables to Simplify

Global, Call-specific and Controlled Variables
Unique contact treatment capabilities enhance your customers
experience
15
Outbound Campaign Management Tool

The Outbound Campaign
Management Tool is accessed
via CCMA and is used to
create, modify, and monitor
outbound campaigns.
You can configure a maximum of
20 outbound campaigns with
5000 contacts in each
campaign.
16
License Manager
License Manager centrally maintains all licenses for:
> Contact Center Manager Server
> Contact Center Manager Administration
> Contact Center Multimedia/Outbound
> Communication Control Toolkit
17
License Manager Corporate Example

CorporateLicense
ManagerServer
Servers Logged in
& Active
No of CCM
Server
Licences
Remaining
CCMS
CCMS
0 #1&
#1 2
CCMS #1, 2& 4
321
No of
Agents
Remaining
5000
2500
1000
500
NOTE : For Presentation Purposes Only!!

Dynamic allocation of Servers & Agents
2500Active
Agents
CCMS#1
1500Active
Agents
CCMS#2
500Active
Agents
CCMS#3
Nodal or Networked.
No Keycode issued, All Systems will use License Manager
Nodal, Meridian 1 and CS1000 will Nortel
useConfidential
Site ID,
other to use Mac Address.
Information
18
CCMS#4
Example License File
19
Example of Contact Center Nodal License
20
21

> View by
Supervisor
22
Skillset Management
> View by
Skillset
23
Ability to run user-defined

assignments on an ad-hoc basis
Run Now Option
24
Scheduled agent to skillset and agent to

supervisor assignments
25
Display and Search by Agent Login Status

Agents View , Supervisor View, Skillset View
> The current status of the agent is displayed in the Agents View,
Supervisor View, and Skillset View.
> Agent status is also available in Agent Details and Assignments views.
> There is also the ability to search by agent status.
Search by
Agent
Status
Status =
Logged In
26
Display Agent Login Status & TN Name

Agent Logged In
Status =
Logged In
TN Name
27
Display Agent Login Status

Agent Skillset Assignments:
Agents status
displayed on grid
Agent Info Columns

Frozen
Skillset Columns
Scroll
Ability to search
based on logged in
/logged out status
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Agents status
displayed in agent
search results
Default Queue Management

In the event that the Contact Center Server goes down, Basic ACD
on the PBX acts as a back up.
New with CC 6.0, from CCMA the Supervisors and Managers
can assign the agents Basic ACD DN via CCMA
Assign ACD Queue to the

agent for calls defaulted and
when using Queue to NACD
Warning/Error message
returned from M1/CS 1000
or CCMA when ACD Queue
assigned while agent is
logged in. (read only)
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30
Access and Partition Management Overview

CCMA User Administration
> Used to create and administer CCMA Users using Access
Classes, Partitions and Report Groups.
> Access Classes: Define what access rights and
privileges a user has What you are allowed to do.
> Partitions: Define what data elements (Agents, Skillsets
etc.) a user can view in Contact Center Management,
Historical Reporting and Real-Time Displays What you
are allowed to see.
> Creation of Report Groups used to share reports between
users in Historical Reporting
31
How Partitions work

> Partitions define what data elements a user can see when
using CCMA
Partitions
AGENTS
DNIS
SKILLSETS
CDNS
REPORTS
APPS
Supervisors
CCMA - Components
Contact Center
Management
All Agents
reporting to
this supervisor
Real-Time
Reporting
Historical
Reporting
32
Access and Partition Management in CCMA 6.0

New Partition concepts in CCMA 6.0:
1. Full Data Partition
3. Standard Partitions
> When this is switched on, user can see

all partitioned data on all servers
(default for new user).
> All Agents & Supervisors

> All Skillsets
> All CDNS
> All DNIS
> All Applications
> All Custom Report Groups
If not using Full Data
> Standard Report Groups:

> Agent Performance
2. Server Rights
> All Data: Show All data for this server.
> No Data: Restrict All Data for this server
> Configure: Configure Std. Partitions and
Supervisors for this server.
> Call by Call

> Configuration
Servers set
to
Configure
> Network
> Others
> Outbound
> Multimedia
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New Access Classes

> The following Access Classes have been added:
Real Time Tabular Displays
None
Launch
Create Private
Create Public
Real Time Graphical Displays
None
Launch
Create Private
Create Public
None
Run and Import
Report Creation
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Real Time Reporting
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Real Time Display Enhancements

> Real-time performance
monitoring tool for managers
and supervisors
> Real-time data automatically
refreshes in as little as 0.5
seconds for agent statistics
> Up-to-the-second data
enables management to
make decisions in real-time
> Hyper-links take supervisors
directly to Agent-to-skillset
(or skillset-to-agent)
assignment
37
Three Types of Real Time Displays

> Public Displays: Public Displays include both the standard
displays that ship with Contact Center - Manager and
customized private displays that you can share by saving
them in the Public displays folder.
> Private Displays: Private Displays are copies of public grid
(table format) displays that you customize and save in your
Private displays folder. Only the creator of a private display
can modify it.
> Graphical Displays: Graphical Displays are private graphical
displays that you create and save in your Private displays
folder. Only the creator of the private display can access and
modify it. You can make private graphical displays public.
NOTE: Real Time Displays can be configured to refresh as
frequently as every half (.05) second.
38
Customizable Real-Time Displays

Real Time Display
Collection (up to
6 displays)
> 6 Standard
templates
> Create private or
public displays
Tabular
Graphical
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Billboard Collections
> Up to 25 Displays automatically tiled
40
Agent Map
Maps Emulate the Physical
Layout of your Call Center
41
Real-Time Reporting
Feature list
> %Service Level on charts
> More Info From Agent Icon
> Chart Labels on Y-Axis
> Enhanced Collections (any 6 tabular or

graphical displays)
> Threshold Values on Billboard

> Change background colors on billboards
> New Billboard Collections display (up to

25 billboards in one collection)
> Configure colors for Standard Tabular

Displays < Level 1 Threshold
> Ability to share graphical displays
> Agent Map Flashing Text
> Skillset real-time display has standard

filters *
> Agent Map Show Personal DN

> Agent Map Hide logged out agents
> Agent Map Zoom Up
> Agent Map Show Agents Full Name
> Linked Display from agent map
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> Show Non-Staffed Skillsets
> RTD to CCM Cross Linking (Skillset

Display) *
> RTD to CCM Cross Linking (Supervisor
Display) *
> Ability to select and update filters from
Real Time Displays *
Multicast requirements of CCMA
43
Multicast
> Contact Center Manager Administration consolidates multicast traffic
into a single stream, and sends it to the client PCs in either multicast
or Unicast format. Because the Unicast option has a significant impact
on network bandwidth requirements and CPU usage, Nortel
recommends that you use multicast mode of network communication
where possible.
> Multicast is required between the Contact Center Manager Servers
and the Contact Center Manager Administration server.
> The Agent Desktop Display Application only functions if you enable the
multicast communication method from the Contact Center Manager
Administration to the client PC.
> Multicasting lets users view nodal real-time displays, networkconsolidated real-time displays, Agent Desktop Display, and
Emergency Help notifications on the Contact Center Manager Client
PCs.
44
CCMA Multicast Architecture

Legend
MulticastData
UnicastData
Internet
AML
PSTN
ICM
M1, CS1000
CCMS
CCMA
DMS /SL100 / CS2x00
45
ADD client
(agent)
Multi-site Multicast Architecture

Legend
MulticastData
UnicastData
ADD client
(agent)
ELAN
AML
PSTN
CLAN
Internet
ICM
M1, CS1000
CCMS
DMS /SL100 / CS2x00
CCMA
CCMA user
(admin / supervisor)
ELAN
AML
PSTN
ICM
M1, CS1000
CCMS
DMS /SL100 / CS2x00
46
CLAN
NCC
Unicast alternative for Supervisors

Blockage of Network RTD
CCMS 2
Multicast from CCMS to CCMA

Multicast from CCMA to user clients
Meridian1
CS1000
M1, CS1000
DMS /SL100 / CS2x00
Unicast from CCMA to user clients
E-LAN
CCMA
CCMS1
Router Non multicast)

Non multicast
router, so no
Network
consolidated
display data
Router
(multicast enabled)
WC6
47
WC7
Router Non multicast)

WAN
WC1
WC2
WC3
WC4
WC5
Client now
receiving the
requested
Unicast data
stream
Router
WC5
Transmit mode icons

Multicast
Unicast
New icons have been introduced on the standard and private realtime displays
to indicate the transmission mode that is supported by the server and in use by
the display.
The screen above will appear while the display is loading.

At this point, the icons represent the transmission modes that are supported by
the server, multicast and Unicast in this case
48
49
> More than 70 standard
report templates available
> Centralized storage of
report templates
> Customized report
sharing using report
group folders
> E-mail notification of
scheduled report
completion
> Supervisor filtering
> Administrative partitions
50

The Report Creation
Wizard is accessed
from Contact Center
Manager
Administration and
supports creating,
modifying, and
saving the reports
from Nortel product
ODBC compliant
data sources.
51

Sample Report with highlighted elements
Text Object
Page Header
Group Headers
Details
Group Footers
Database Fields
52
Formula Fields
Summary Field

GUI Features: Navigation Bar
Enabled
Current
Page
Disabled
> The RCW is designed as a wizard enabling one to step

forward and backwards through the various pages.
> The navigation bar enables individual pages to be selected
subject to the page being enabled.
> Pages are enabled depending on where in the report
creation process the user is. Refer to the notes sections
for further details.
53
Preview
The report preview button is
enabled once fields are
selected on the report.
Viewer supports standard

Crystal features such as
Export, Print and
Search
Preview takes the first 50

records from the DB.
(Note that the Data is not
partitioned)
54
Historical Reporting Features

> Centralized Template Storage: Contact Center Manager
Administration includes standard report templates that are
installed on the Contact Center Manager Administration and
are available to all users who have reporting access.
> Importing: You can import Report Creation Wizard and
Crystal Reports into Contact Center Manager administration
through the Historical Reporting component.
> Report Groups and Sharing Reports: Custom report
groups allow administrators to create Historical Reporting
users who belong to the same group to share their custom
reports. Report groups are created in Access and Partition
Management to reflect departments. Assign these groups to
the appropriate users. A customized standard template can
be saved in a group folder so that other members of the
group can use it.
55
Historical Reporting Features Continued

> Scheduling: To generate scheduled reports, users do not need a client
workstation that is always up and running such as with the Classic Client because
the report scheduler is located on the CCMA. The client no longer has to be
connected to CCM to generate a scheduled report.
> Email Notification: When scheduling a report, users can specify an email
address where the system can send notification that the report has been
successfully generated.
56
Agent search user interface
Search on First Name,

Last Name and Login
ID
List All button to

display all available
agents
Search button to
display agents based
on search query
57
Understanding call flow and statistical

pegging
IDC table points
100 Incoming calls, all
DNIS 2288
DNIS 2288 to CDN

1234
100 Offered
1 Abandons
99 Offered
SCCS
Master
Script
Script
Sales
(Appl)
(DNIS,ANI,
CLID)
Caller
PSTN
PBX
Master Script
If CDN = 1234
Ext Script Sales
If DNIS = 2751
Ext Script Srvc
CDN to
SCCS
ACD
Offered
Answered
Abandoned
20 +40 +15=75
1+5 +10 +5=21 4
CDN
100
Master App
100
Application
99
20 +40 +15 =75
5 +10 +5 =20
Skill Sales_sk
94
20 +40=60
10 +5 =15
Skill Serv_sk
64
58
Terminated
15
Primary Script Sales

Give RAN Hello 5 Abn
Q2 Skillset Sales_sk 94 Offer
Give Music Rock 20 Ans
Give RAN Hold in sales_sk
10 abn
Wait 60
Q2 Skillset Serv_sk 64 Offer
(Music &
40 Ans
RAN treatment in sales_sk
15 Ans
Continue
in Serv_sk
5 abn
time passes)
Give IVR Message_Option
4 Transfer to
leave message
Call Routing Directly Impacts Report

Statistics
Control
Directory
Numbers
(CDN)
Primary Scripts
CUSTOMER_SERVICE_ENGLISH
Master Script
IF OUT OF SERVICE Cust_Serv_Eng

THEN EXECUTE SCRIPT NIGHT_SERVICE
WHERE CDN EQUALS

3501
3508
3500
4401
VALUE 3501: EXECUTE

SCRIPT
CUSTOMER_SERVICE_ENG
LISH
DISCONNECT
ELSE QUEUE TO SKILLSET Cust_Serv_Eng
END IF
QUEUE TO SKILLSET Cust_Serv_Ovrflw
VALUE 3508: EXECUTE

SCRIPT SALES_SPANISH
SALES_SPANISH
VALUE 3500: EXECUTE

SCRIPT SALES_ENGLISH
SALES_ENGLISH
VALUE 4401: EXECUTE

SCRIPT SALES_ENGLISH
QUEUE TO SKILLSET Collect_Spanish_Sk
QUEUE TO SKILLSET Collect_English_Sk

WAIT 2
Music, announcements and other treatments
QUEUE TO SKILLSET Collect_Spn_Sk
59
Primary to Secondary scripts and

reporting
Secondary
Master Script
WHERE CDN EQUALS

VALUE 3501: EXECUTE
SCRIPT
CUSTOMER_SERVICE_E
NGLISH
Primary Script
Script
CUSTOMER_SERVICE_ENGLISH
NIGHT_SERVICE
IF OUT OF SERVICE Cust_Serv_Eng
WHERE DNIS EQUAL
THEN EXECUTE SCRIPT NIGHT_SERVICE

DISCONNECT
ELSE QUEUE TO SKILLSET Cust_Serv_Eng
END IF
VALUE English_Number:
GIVE RAN Eng_Closed
VALUE Spanish_Number:
GIVE RAN Spn_Closed
VALUE French_Number:
QUEUE TO SKILLSET Cust_Serv_Ovrflw
> Primary Script
GIVE RAN French_Closed

VALUE Korean_Number:
Script executed or referenced by the Master script

Application statistics are pegged to the primary script
GIVE RAN Korean_Closed

DEFAULT:
GIVE RAN Eng_Closed
END WHERE
> Secondary Script
WAIT 2
Any script (other than the Master, network or primary) that

is referenced from a primary script or any other secondary
script
Secondary scripts do not provide application reports
DISCONNECT
> All pegging continues to post against the primary, even after the call is
handed off to a secondary script
60
Application Reporting best view of

total workload
> Application reporting

Reflects all calls controlled by the primary script
Reflects final call status beyond Answered or Abandoned
> Skillset reporting

Only delivers pegging on those calls answered or
abandoned while queued to that skillset
Does not reflect calls answered under another skillset
Does not reflect other final status of a call
Provides a workgroup type view, not total workload
61
Primary Script Sales

Give RAN Hello
Q2 Skillset Sales_sk
Give Music Rock
Give RAN Hold
Wait 60
Q2 Skillset Serv_sk
(Music &
RAN treatment
Continue)
Give IVR Message_Option
Application Performance
62
Application Delay before Abandon
63
Skillset Performance
64
Agent Performance
65
Agent Short Calls
Cheat Sheet Report
66
Agent Login/Logout
Not Ready detail added with Release 5
67
Not Ready Reason Code by Agent
68
Configuration
69
70
Configuration Notes
> The number of skillsets that can be configured are 996
with an additional four (4) predefined.
> It is mandatory to configure CDNs and phonesets to make
the Contact Center Manager system work successfully.
Other resources are configured as required by the contact
center.
> For mass changes such as the initial commissioning of a
new Contact Center an Excel sheet can be downloaded
from the Configuration component to upload and download
Contact Center Manager Server configuration and user
information.
71
Scripting
72
What is Scripting?
> Skill-based routing is accomplished with scripts. Scripts determine
how calls are routed and the treatment options that are provided to
customers based on a variety of conditions and parameters. The goal
of scripting is to perform intelligent routing of calls and contacts based
on customer requirements and skillsets.
Customer skillset requirements can be based on the following criteria:
> Who the customer is (for example, calling party information [CLID,
ANI, NPA/NXX, or trunk route])
> What number the customer dialed (for example, called party
information [DNIS])
> When the customer calls (for example, date or time of the call)
> Call center conditions (for example, system information such as agent
status or current number of customers waiting)
> Information obtained from the customer (for example, voice
processing input such as account numbers, invoice numbers, etc.)
> Contact Type (for example, telephony call, e-mail message, or text
chat)
73
A Script
74
Script Manager
>
The Script Manager is now a fully integrated web-based thin client.
>
Terminal Services is no longer required for CCMA Scripting.
>
The new Script Manager grid contains all data as displayed in the Classic Client.
Sortable column
headers
Click on Script
Manager node
to get list of
scripts on
CCMS server
Modified By user
is the username
of the last CCMA
user to modify
the script (CCMS
6.0 only)
Can also select

Open from
right-click
menu. Menu
options change
depending on
the script
.status
75
Highlight
script and
double-click
to open
Variables
> Script variables are user-defined, easily understood words
or phrases that can be used in scripts in place of a value or
set of values. Variables provide the system administrator
with a way to write scripts using symbolic names instead of
values and provide the administrator with a way to make
necessary changes to the variable values while the system
is active.
> When a variable is modified, any script using that variable
will use the new, modified version. This prevents the
Administrator from modifying each script.
> Example: If Day Of Year = Holiday
Holiday is a list of all of the holidays. Once the holidays
are updated at the beginning of the year all scripts now
know the new years holidays.
76
77
Audit Trail
78
Audit Trail
The Audit Trail is used to view the most
recent actions that users performed
in the following Contact Center Manager
Administration components:
Launchpad
Configuration
Real-Time Reporting
Scripting
The Audit Trail also logs actions performed
in the agent to supervisor and
agent to skillset assignments. You can view
these changes in a log and
identify which user made the changes.
79
Audit Trail
80
Agent Desktop Display
>Deliver Real-Time
Statistics to Agents
>Configurable threshold
display colors and alarms
> Two formats: One-line and

Tabular
> Supports Always on Top
81
Agent Desktop Display

> The Agent Desktop Display feature is provided by Contact Center
Management Administration.
> ADD lets agents view statistics for skillsets to which they are assigned
with or without logging into a phone.
> The administrator configures the Contact Center Manager
Administration to control the statistics that are displayed on the agents
desktops.
> Agents can choose between a one-line (each skillset displayed one at
a time) or a tabular display.
> Thresholds and configured visual and audible alarms alert the agents
to exception conditions and contact center volumes and empower
agents to better gauge their effectiveness and adjust their
performance if necessary.
82
CCMA Server Considerations

> Contact Center Manager Administration runs on a
customer or distributor supplied, dedicated server. See
following slide for basic guidelines.
> The Capacity Assessment Tool (CapTool) must be used for
detailed analysis for your system hardware requirements.
The CapTool is available from the Partner Information
Center website www.nortel.com/pic).
> For optimal performance, average CPU use on both the
Contact Center Manager Administration server and the
client should not exceed 70% over at least a 15-minute
period.
83

Replaces
the Classic Client
> Classic Client is no longer supported with Contact Center 6.0
> Contact Center Manager Server Utility takes the place of the Classic Client, to access maintenance
utilities
> Contact Center Manager Administration does not provide access to the
server maintenance functions provided by the Contact Center Manager
Server Utility. Those functions are:
> Event Browser and Alarm Monitor
> Event Throttling
> Serial Ports
> Server Setting
> Switch Resources
> Connected Sessions
> Server Performance Monitor
> Voice Prompt Editor
> Desktop User creation, PC Events, Password Change, Access Classes to
manage the Contact Center Manager Server Utility
84
Server Hardware Requirements
85
Server Software Requirements
Note: Contact Center Manager Administration is supported on

Windows Server 2003 Release 2
86
Compatibility
Product Family
Releases Supported
Rls 25.40b
Meridian-1
CS 1000
(Retired)
Rls 3.0(Retired)
Rls 4.0
Rls 4.5
Rls 5.0
Rls 3.0(MD)
CallPilot
Rls 4.0
Rls 5.0
Note: MMail 13 was supported until Oct 2006

87
CCMA 6.0 Compatibility matrix

SWC 4.5 SU05
Classic Client CCMA 6.0
SCCS 4.0
SCCS 4.2
SCCS 5.0 SUS0501

(or later)
CCMS 6.0
Note 1 CCMA 6.0 supports SCCS 5.0 with the minimum update of SUS0501 but certain
functionality is only available when connected to a CCMS 6.0.
Note 2 CCMA 6.0 is only supported in the Co-Resident configuration with CCMS 6.0. (i.e.
CCMA 6.0 is not supported co-res with SCCS 5.0).
88
89

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1

Nortel Confidential Information

Contact Center Manager Administration

Nortel Confidential Information

Contact Center Manager Administration Agenda

Nortel Confidential Information

Contact Center Manager Administration

Nortel Confidential Information

Nortel Application Center - 2005

Nortel Server Subnet

CS 1000, 2000, 2100

Symposium Call Center

Nortel Server Subnet

Communication Control Toolkit 5.0

MPS 500 2.1

Customer LAN (CLAN/TLAN)

Symposium Web Center

Nortel Confidential Information

Nortel Application Center - 2006

Nortel Server Subnet

CS 1000, 2000, 2100,

Nortel Server Subnet

Contact Center Manager

MPS 500 3.0

Customer LAN (CLAN/TLAN)

Contact Center Multimedia 6.0

Nortel Confidential Information

Contact Recording & Quality

(Optional, configuration-dependent co-residency)

Contact Center Manager Administration

Nortel Confidential Information

> Access and Partition Management

> Real Time (0.5 Seconds or more) Reporting

> Historical Reporting

Contact Center Management

Nortel Confidential Information

Access and Partition Management

Nortel Confidential Information

Real Time Reporting

Nortel Confidential Information

Nortel Confidential Information

Report Creation Wizard

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Scripting - Advanced and Adaptable Call

> Contact treatments based on unique business needs

Called Number / TO Address

> Take advantage of Variables to Simplify

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Outbound Campaign Management Tool

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License Manager Corporate Example

CCMS #1, 2& 4

NOTE : For Presentation Purposes Only!!

Example License File

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Example of Contact Center Nodal License

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Contact Center Management

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Contact Center Management

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