Avaya 38HBK00001SCM Manuale Utente
Introduction
Overview
INDeX Contact Centre Modules
Page 3
Installation & Maintenance
38HBK00001SCM - Issue 11 (05/01)
Introduction
Overview
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:
management of call traffic. The diagram shows the concept of this contact centre:
INDeX Telephone System
INDeX Access Manager
INDeX Call Centre View
INDeX Wallboard
Manager
INDeX Report Manager
INDeX Delta Server
INDeX Taskbar
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.
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.
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.
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.
configuration.