Microsoft Customer Care Framework 2009, ExtCnctr, OLP-NL, GOV 66A-00222 User Manual
Product codes
66A-00222
Copyright © 2008 Microsoft Corporation
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Figure 1: CCF 2009 Architecture
2.1 CCF Server components
2.1.1 CCF Core Services
The CCF Core Services performs logging and reporting, configuration, session management, SSO
credential storing, and other functions. It supports horizontal scale-out, clustered and load-balanced
deployment.
Some of the notable highlights of the CCF Server include:
Agent Activity Logging provides records of transactions which can be aggregated in
customizable reports to enable extensive business analysis e.g. to optimize Contact Center
processes and customer handling.
customizable reports to enable extensive business analysis e.g. to optimize Contact Center
processes and customer handling.
CCF uses Enterprise Single Sign-On (E-SSO) and the Windows Active Directory® service to
integrate authentication and authorization for agent roles and applications. E-SSO provides a
way to map a Windows user ID to non-Windows user credentials. This is a key feature for
businesses that aim to aggregate multiple applications spread over diverse systems.
integrate authentication and authorization for agent roles and applications. E-SSO provides a
way to map a Windows user ID to non-Windows user credentials. This is a key feature for
businesses that aim to aggregate multiple applications spread over diverse systems.