Avaya 38HBK00001SCM Manuel D’Utilisation

INDeX Contact Centre provides the user with the necessary tools to facilitate the
management of call traffic.  The diagram shows the concept of this contact centre:

This contact centre consists of the following components:

•

  INDeX Telephone System: The telephone system must be an INDeX system

with Level 8 software.

•

  INDeX Access Manager: This is the only component connected to the INDeX

Telephone System (using a serial cable) by the means of a bi-directional CTI
link.  The Access manager is responsible for obtaining all the relevant
information from the INDeX Telephone System.

•

  INDeX Delta Server: This component connects to the Access Manager.

•

  INDeX Taskbar: This component communicates with Delta Server to provide

User Access Level as well as Password Protection for the CCM modules.

•

  INDeX Call Centre View: This component communicates with Delta Server to

enable the user to monitor, in real time, selected contact centre activity.

•

  INDeX Wallboard Manager: This component communicates with the Delta

Server enabling the user to display selected contact centre activity on a
wallboard device.

•

  INDeX Report Manager: This component comprises of 2 components (INDeX

Report Server and INDeX Report Client).  INDeX Report Server communicates
with the Delta Server to enable you to obtain and schedule the available
standard reports.

•

  INDeX Networked Administration: This component communicates with the

Access Manager enabling you to change the INDeX Telephone System's
configuration.