Company Overview Company History Our People Our Locations Leadership Message FAQ Press/Media Contact Us Form Home 9/30/2009 USA 800 Announces New Technology Deployments USA 800 Contact Center Solutions Contact Center Manager Server 7.0 (CC Server) Contact Center Manager Server is the core contact center component that provides the intelligent routing capability for voice and multimedia contacts to route the contacts to the most qualified agent. The most qualified agent is the agent with the appropriate ability to handle the type of contact. Rules for contact treatment (what happens while the customer waits for a response) and contact routing (what happens to the contact) can be simple or complex. Use the Contact Center Manager Server to create the applications that provide queuing, routing, reporting, and management of voice, outbound, e-mail, Web communications and instant message (SIP) contacts. You can use Contact Center Manager Server in a SIP-enabled contact center, in which communication sessions are established over Internet Protocol (IP) networks for interactive communication between two or more entities. The comprehensive reporting tools of Contact Center Manager Server help managers and supervisors accurately track agent performance, resource usage, and trends. You can use the system real-time and historical reporting to plan staffing levels in peak periods, or forecast business requirements and human resource needs over t Contact Center Manager Server provides a number of open interfaces that third-party developers can use to build applications that work with Contact Center Manager Server. Real Time Statistics Multicast (RSM) and Real-Time Interface (RTI) provide real-time information to applications such as wall boards. Use the Host Data Exchange (HDX) to connect the application processing contacts to the information in an external database. With the Open Database Connectivity (ODBC) interface, an application extracts information from the Contact Center Manager Server database. The Meridian Link Service Manager (MLSM) interface provides messaging and control of resources on the telephony switch. Use the MLSM interface to implement telephone features. Network Control Center Server 7.0 The Network Control Center server manages the Network Skill-Based Routing (NSBR) configuration and communication between servers in a Contact Center Manager Server network. You need the Network Control Center server when servers in multiple Contact Center Manager Server sites are networked and operate as a single distributed contact center. The Network Control Center server runs the Network Control Center (NCC) software application, a feature of the Contact Center Manager Server application software. License Manager Nortel uses a License Manager for the central licensing and control of all Contact Center components and features across the Contact Center suite (Contact Center Manager, Contact Center Manager Administration, Communication Control Toolkit, and Contact Center Multimedia). You must install the License Manager on the Contact Center Manager Server or on the primary Contact Center Manager Server in a networked contact center. If you work in a Knowledge Worker environment, where no Contact Center Manager Server exists, install the License Manager on the Communication Control Toolkit server. A Corporate License feature is available with Contact Center. Licensing for the entire contact center network is centralized on a License Manager server, thereby reducing administration overhead. With corporate licensing, you can enable the concurrent agent licenses across a contact center network. For example, if an agent logs off in California, the seat (agent license) becomes available for use by an agent based in Texas, thereby making the most efficient use of your corporate license investment. You can install a backup License Manager server on another Contact Center Manager Server to ensure business continuity if the primary License Manager server fails. Contact Center Manager Administration 7.0 (CCMA) Contact Center Manager Administration is a browser-based tool for contact center administrators and supervisors. You can use Contact Center Manager Administration to manage and configure a contact center and users, define access to data, and view real-time and historical reports. You can install the Contact Center Manager Administration component on the same server as Contact Center Manager Server, or on a separate networked server. With the Contact Center Manager Administration Web-based platform, you can perform the following functions based on the CS 1000/Meridian 1 or SIP configuration of your contact center: • Contact Center Management: Configure access levels for agent to skillset and agent to supervisor assignments. • Access and Partition Management: Create a Contact Center Manager administrator, partitions and access classes for agents and supervisors. • Partitions define what a user can view; access classes define what the user can Application development: Create, modify, and validate contact routing and tracking instructions for the contact center using the Service Creation Environment. • Real-Time Reporting: Display real-time skillset reports, select filters for real-time displays, and configure threshold warning colors for both networked and single-node contact centers. • Historical Reporting: View and print historical report schedules, modify report templates on a network drive, and print access and partition management information. • Report Creation Wizard: Create, maintain, and modify custom historical or real-time reports through a user-friendly interface. • Emergency Help: View notifications of agent emergencies. Agents can click an Emergency button on the Contact Center Agent Desktop to alert supervisors of contact emergencies. • Audit Trail: View a record of all actions performed in the Contact Center Manager Administration configuration application. • Outbound: Configure outbound campaigns if you install the Multimedia/ Outbound server software. Service Creation Environment 7.0 Use the Service Creation Environment in a stand-alone application to create contact flows to route and treat contacts off-line before you install and configure the Contact Center environment. You can use the off-line version of the Service Creation Environment to create the script or flow applications, validate the application, obtain approval for the application, and then implement the application after the remainder of the Contact Center software suite is configured. Communication Control Toolkit 7.0 (CCT) The Communication Control Toolkit server is an application that helps you implement Computer-Telephony Integration (CTI) for browser-based client integrations. For switches, the Communication Control Toolkit facilitates the integration of contact center, Knowledge Worker, and self-service solutions with your client applications. In the SIP-enabled contact center, the Communication Control Toolkit integrates the contact center users with the SIP CTI on the Microsoft Office Communication Server (OCS). The Communication Control Toolkit contains the Communication Control Toolkit server, which is the component responsible for managing client sessions. The Communications Control Toolkit server contains the following subcomponents: • Contact Management Framework: An infrastructure component manages the states of contacts, agents, terminals, and addresses for assigning contacts. • Telephony Application Program Interface (TAPI) Connector: A connector converts Communication Control Toolkit requests to TAPI calls, and TAPI events to Communication Control Toolkit events. The TAPI Connector sits between the Nortel TAPI Service Provider and the Contact Management Framework. The TAPI Connector is not used in SIP-enabled contact centers. • TAPI Service Provider: A Microsoft TAPI client that handles CTI operations of all lines controlled by the Communication Control Toolkit platform that are initialized by TAPI. Do not use the TAPI Service Provider in SIP-enabled contact centers. • SIP Connector: SIP-enabled contact centers require a Communication Control Toolkit Connector to accommodate Contact Center Manager Server agent logons from the Contact Center Agent Desktop application. SIP-enabled contact centers also require the functionality of a Communication Control Toolkit Connector that is built into the Contact Center Manager Server product as a SIP service. • Communication Control Toolkit API: An application programming interface (API) controls voice resources. The API is published as a Microsoft .NET type and distributed as a Windows assembly, which is referenced by application developers. • Client applications: Third-party components including software phones, agent telephony toolbars, or call management applications. The Contact Center Agent Desktop is a Nortel software application that provides the agent telephony toolbar functions. Contact Center Multimedia 7.0 (CCMM) The Contact Center Multimedia server contains contact center applications that expand the contact center to allow agents to view, respond to, and track requests over the Internet. E-mail and outbound contacts are directed to the first available agent in the skillset who can handle the contact type. If more than one agent is available, the contact is routed to the agent with the highest priority for the skillset. Supervisors and administrators view real-time displays and run historical reports to determine volume and completion statistics. The Contact Center Multimedia server contains the following components: • Multimedia/Outbound database: The server component includes the Caché database, or multimedia database, that stores all incoming e-mail contacts, outbound campaigns, and associated responses in a structured format within the database. • Outbound Campaign Management Tool: You access the Outbound Campaign Management Tool from the Contact Center Manager Administration application. Administrators use the integrated Outbound Campaign Management Tool to create, modify, and monitor outbound campaigns. An outbound campaign is a series of outbound calls to customers for one specific purpose, for example, a customer survey or a sales promotion. • Contact Center Agent Desktop: Agents use Internet Explorer to connect to a new Web service-based unified Agent Desktop interface on the Contact Center Multimedia server. The Communication Control Toolkit pushes e-mail, Web requests, outbound contacts, and voice calls to the Agent Desktop interface. Agents use the Agent Desktop interface to retrieve e-mail and outbound campaign information, customer details, and history from the Multimedia database. Agents also use the Agent Desktop application to send e-mail replies and save outbound call details in the multimedia database. The Agent Desktop is deployed using .NET smart technology and accessed by the agent by entering a URL address in Windows Explorer or Internet Explorer. Contact Center Agent Desktop 7.0 If your contact center is licensed to handle telephony calls, you can install the Agent Desktop telephony toolbar on the Communication Control Toolkit server to provide the Agents with a softphone on their desktop. The Agent Desktop Display application is an application that optionally provides real-time skillset monitoring on agent desktops. CC Standby Servers 7.0 Contact Center supports warm standby configurations for all main server software so that the secondary server (standby server) can run your contact center if the primary server (active server) fails. Each secondary server contains the same data, configuration, and software as the primary server. Installing standby servers reduces the risk of costly downtime for the contact center. Data is mirrored onto the standby server using the internal Caché shadowing feature. Ensure that the active and standby servers have the same software applications installed in the same configuration on the same drives. When configuring your standby configurations, you must initialize the database so that it is identical to the active server database. Back up the active server database and restore the backup on the Standby Server database. The active server can continue operating while your standby system is configured. Database updates continue in the active server database as part of normal contact center operations before and after the database is shadowed on the standby server.	"Few decisions are bigger than outsourcing customer communications. Customers are the lifeblood of any business. At USA 800, we have proven experience to be the partner you can trust..."  Learn More   "My customers like the way they are treated. And I get the information I need, when I need it. No excuses like "the computer crashed" or..." -Director of Accounts On-Line Recruitment Company Learn More   Visit our Resource Library to find out about our partnerships at USA 800 and how we help companies like yours... White Papers Case Studies Brochures Learn More
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