用户手册目录Contact Center Solutions User Guide1Contents3Contact Center Solutions25Contact Center Solutions27What’s new in Version 5.7 SP1?27Contact Center Enterprise Edition and Contact Center Business Edition29Licensing30Locating the latest versions of our guides33Document conventions33Searching for key words and definitions34Required and optional software components34Required components34Optional components35Client Component Pack35Contact Center Concepts37Contact Center Concepts39Automatic Call Distribution (ACD)39Understanding ACD call flow39Routing calls40The inbound call environment42Contact Center Planning and Management43Contact Center Planning and Management45Step #1 Establish a corporate service objective46Understanding the Service Level46Understanding why the Service Level is the most meaningful statistic46Choosing a Service Level goal48Understanding Quality of Service48Monitoring call handling techniques48Monitoring systems and tools49Automating help desk workflow51Step #2 Collect data51Collecting data on call handling51Step #3 Forecast the Call Load52Forecasting accurately52Conducting forecasts52Step #4 Calculate the resources required53Predicting agent requirements53Understanding Erlang C53Performing “what-if” scenarios54Understanding the relationship between agents and trunks54Understanding Erlang B55Predicting trunk requirements55Step #5 Schedule agents56Understanding the Shrinkage Factor57Calculating the Shrinkage Factor57Optimizing schedules58Routing calls to optimize coverage59Scheduling considerations60Step #6 Determine contact center costs60Breaking down expenses61Anticipating growth61Getting Started63Getting Started65Registering Contact Center Management65Activating Contact Center Management65Setting up Contact Center Management on the Enterprise Server66Setting up Contact Center Management on client computers66Starting Contact Center Management66Viewing multiple Contact Center Management sessions67Installing the latest version of Client Component Pack67Installing Client Component Pack using an administrative procedure68Using Client Role Selector to select your Contact Center Client role69Disabling the IE security warning71Setting up user preferences71Specifying your language preference71Specifying the number of records displayed on a page71Changing your password72Viewing security role properties72Configuring email contacts72Setting up the SMTP Mail Server for report distribution73Services and Database Administration75Services and Database Administration77Specifying enterprise maintenance functions77Backing up data77Backing up .xml files77Backing up SQL Server data files78Backing up Enterprise Server configuration data79Backing up raw telephone system data files79Management Console79Opening Management Console80Configuration80Maintenance84Support85System86Configuration89Configuration91YourSite database application areas93Enterprise setup93Starting Contact Center Management95Configuring enterprise settings95Adding sites96YourSite Explorer98Starting YourSite Explorer98Adding media servers102Adding a 3300 ICP media server103Adding an SX-200 ACD media server110Adding a 5000/Axxess media server112Adding an SX-2000 UCD media server114Adding an SX-2000 ACD media server117Adding a Multimedia Contact Center Email media server118Adding a Multimedia Contact Center WebChat media server121Adding a Multimedia Contact Center Fax media server124Adding an Intelligent Queue media server127Deleting media servers127Network Monitor alarms128Configuring data alarms for media servers129YourSite database configuration130Determining your contact center configuration needs132Configuring YourSite database devices135Configuring the YourSite database using synchronization136Editing telephone system assignment forms143Adding resilient and/or Network ACD hot desking agents144Invalid ACD cluster programming145Configuring devices and device groups using Quick Setup146Configuring devices using .csv files152Configuring devices manually155Configuring Intelligent Queue devices187Configuring employee scheduling preferences189Configuring employee roles190Configuring employee work hours190Configuring employment status190Configuring employee payroll information190Configuring employee availability191Configuring employee time off191Overriding employee time off191Configuring employee skills192Configuring scheduling options192Configuring holidays192Configuring overtime types193Configuring time off types193Configuring skills194Business hour schedules195Creating schedules195Security roles196Creating and applying security roles197Creating security lists198Configuring security199Verifying security role properties202Assigning security roles to employees202Real-time Monitors203Real-time Monitors205Contact Center Client206Starting Contact Center Client207Agent states208Extension states209Understanding Contact Center Client features210Viewing agent availability213Viewing queue statistics221Viewing queue chart statistics227Viewing web pages228Viewing and customizing real-time monitors228Using Contact Center Chat242Using Contact Center Client with Office Communicator244Hot desking248Providing Contact Center Client functionality to teleworkers248Setting up phones for teleworkers249Registering phones for use with Teleworker Solution249Setting up soft phones to support Teleworker Solution250Approving the Teleworker Solution certificate250Using Teleworker Solution with Contact Center Client251WallBoarder251WallBoarder parameters251Connecting Spectrum wall signs258Configuring wall signs and wall sign messages259Troubleshooting real-time issues267Configuring ACD resiliency and ACD hot desking267Interactive Contact Center and resiliency268Enabling Enterprise Presence / Chat Integration268Ensuring Contact Center Client recognizes Office Communicator users268Connect using Teleworker option does not appear on log on window269Contact Center Client could not connect to Teleworker Solution270Contact Center Client could not send the certificate request270Your logon failed when you tried to log on remotely271Reports273Reports275Understanding reports275Setting the Service Level objective277Report types279Recommended top-five reports280Using reports to identify problems281Reporter283Reporter options283Setting up contacts and contact groups284Generating on-demand reports284Scheduled Reports287Scheduled reports options287Generating scheduled reports287Report Inbox291Reporter Inbox options292Viewing reports292Viewing call recordings292Editing reports in Excel293Deleting reports293Configuring user printer settings294Troubleshooting reporting issues294Troubleshooting missing data294Configuring reports to exclude Junk Mail from completed email statistics295Troubleshooting Reporting Service295Forecasting297Forecasting299Forecasting terms299Forecasting tool300Loading historical data300Modifying historical data300Performing forecasts303Printing forecasts304Saving forecasts as Excel files304Data-mining305Data Mining307ACD Inspector307Running searches in ACD Inspector307Running agent events searches314Running queue events searches317Running wild card queue events searches320Running searches for error and information records322SMDR Inspector322Starting SMDR Inspector323Running searches in SMDR Inspector323Running call parties searches333Running call types searches334Running option searches335Running searches for error and information records336Wild card searches337Exporting search results337Auditor338Auditor icons339Viewing historical real-time events340Data Collection343Data Collection345Network Monitor345Viewing Network Monitor345Viewing alarms345Verifying media servers are receiving telephone system data347Configuring enterprise and media server alarm notifications348Troubleshooting data collection issues350SMDR data is not streaming350ACD data is not streaming350Interactive Contact Center353Interactive Contact Center355Using Interactive Contact Center355Supervisors and Interactive Contact Center355Agents and Interactive Contact Center355Starting Contact Center Client356Agent control356Queue Control361Interactive Visual Queue365Interactive Visual Queue367Using Interactive Visual Queue367Configuring options in Contact Center Management367Starting Contact Center Client367Opening Interactive Visual Queue368Interactive Visual Queue monitor grids369Redirecting calls370Calling back abandoned callers372Configuring alarms372Understanding call priority373Contact Center PhoneSet Manager and375Contact Center Softphone375Contact Center PhoneSet Manager and Contact Center Softphone377Using Contact Center PhoneSet Manager and Contact Center Softphone377Starting Contact Center Client377Supported phone sets377Tested headsets378USB-to-headset adaptors378Setting up the soft phone379Configuring sound and audio device properties380Opening the soft phone381Logging on to the ACD383Phone and Functions toolbars383Phone functions384Customizing the soft phone385Making and terminating calls using Contact Center Phoneset Manager390Forwarding and answering calls using Contact Center Phoneset Manager391Handling calls using Contact Center PhoneSet Manager392Making and terminating calls using Contact Center Softphone396Forwarding and answering calls using Contact Center Softphone398Handling calls using Contact Center Softphone399Controlling your availability402Making and handling calls using Contact Center Client403Contact Center Screen Pop407Contact Center Screen Pop409Using Contact Center Screen Pop409Configuring options in Contact Center Management409Flexible Reporting415Flexible Reporting417Using Flexible Reporting417Starting Flexible Reporting417Viewing the Flexible Reporting user interface418Creating new reports420Modifying standard Contact Center Management report templates421Modifying existing Flexible Reporting report templates422Designing reports423Managing your Flexible Reporting reports427Running reports428Intelligent Queue431Intelligent Queue433Using Intelligent Queue433Licensing Intelligent Queue433Registering and Activating Intelligent Queue438Registering your Intelligent Queue software438Activating your Intelligent Queue software439Upgrading an existing license439Intelligent Queue functionality440Optional functionality440Core functionality440Optional functionality444Planning the number of ports you require445Types of ports446Types of messages448Number of ports purchased449Understanding the call flow process450Creating call flows450Setting up Intelligent Queue451Administration procedures452Configuring ports456Configuring PBX settings456Configuring Contact Center Management settings457Configuring Music Manager457Configuring Updated position in queue459Creating action plans461Managing Conditions: Assigning conditions to call flows479Managing call flows484Managing port groups: updated position in queue, messaging, callback, and recording ports485Viewing system, port, and callback queue status487Callback and recording plans489Managing outgoing calls: Voice and Web Callbacks489Managing recording plans495Maintaining Intelligent Queue and Contact Center Management496Adding an Intelligent Queue media server to Contact Center Management496Using Network Monitor with Intelligent Queue496Configuring Intelligent Queue devices497Creating reports499Recording voice prompts502Recording messages502Converting .wav files503Readback .wav file names503Recorded phrases504Web Callback507Viewing the Web Callback example page507Customizing your Web Callback page508Customizing the header509Customizing the footer509Customizing the Cascading Style Sheet509Customizing the Web configuration509Customizing the content of the Web Callback page510Troubleshooting Intelligent Queue issues511Troubleshooting using the configuration wizard512Establishing a connection to the database513Viewing event logs514Gaining Web access to Intelligent Queue515Setting the Intelligent Queue Web session timer518Using the Services tool519Installing Intelligent Queue from a shared or local drive520Receiving an Updated position in queue message520Removing Internet Explorer WebControls from a workstation521Workforce Scheduling Schedule Adherence523and Employee Portal523Workforce Scheduling525Before installing Workforce Scheduling525Enabling remote SQL Server connections525Granting SQL Server permissions526Upgrading from Contact Center Scheduling to Workforce Scheduling527Installing Workforce Scheduling527Using Workforce Scheduling527Viewing the Workforce Scheduling user interface528Understanding forecasting concepts531Understanding the Workforce Scheduling process532Workforce Scheduling and your contact center needs534Assigned shift-based scheduling configuration scenario534Availability-based scheduling configuration scenario534Rotational-based scheduling configuration scenario535Forecast-based scheduling configuration scenario535Before you start scheduling536Selecting a scheduling method537Schedule setup and customization537Starting Workforce Scheduling on a client computer538Configuring schedule options538Configuring shifts540Configuring breaks542Configuring jobs543Assigning shifts to schedules545Assigning shifts to employees546Configuring event display preferences546Configuring warnings548Schedule creation550Building schedules with Schedule Builder550Creating and adjusting schedules manually553Schedule distribution557Viewing schedules557Running schedule reports559Schedule Adherence561Configuring adherence preference561Configuring adherence parameters561Configuring state groups562Viewing adherence monitors in Contact Center Client562Adherence Detail Grid monitor562Adherence Timebars monitor564Employee State by Position/Time monitors565Running adherence reports566Employee Portal566Employee functionality566Starting Employee Portal567Creating a desktop shortcut to Employee Portal567Viewing currently scheduled shifts567Offering shifts for other employees to take or trade567Removing shifts from the bulletin board567Proposing to take shifts567Proposing to trade shifts568Accept or reject an employee proposal to take or trade your shift568Requesting time off568Requesting availability changes568Supervisor functionality569Handling employee scheduling requests569Employee Portal reports570Traffic Analysis571Traffic Analysis573Using Traffic Analysis573Setting up telephone systems to collect traffic data573Configuring media servers in YourSite577Multimedia Contact Center579Multimedia Contact Center581Using Multimedia Contact Center581Multimedia Contact Center options in Contact Center Management581Disassociating email addresses582Starting Multimedia Contact Center on a client computer582Multimedia Contact Center options in Outlook583Verifying real-time server connection parameters584Configuring Multimedia Contact Center startup options585Configuring Multimedia Contact Center arrival options586Customizing the Agent Inbox columns587Agent actions588Performing agent actions588Logging on588Setting Make Busy Reason Codes589Requeuing contacts590Contact management590Creating and using Multimedia Contact Center templates591Replying to emails/SMS messages592Replying to chats592Viewing faxes593Replying to faxes593Tagging contacts with Account Codes593Placing contacts on hold593Transferring contacts594Setting No Reply Needed594Viewing client history594Contact Center Management Enterprise Node597Contact Center Management Enterprise Node599Enterprise Node configuration600Setting up Enterprise Node examples600Enterprise Node Installation602Installing Enterprise Node software603Viewing the status of the data collection603CTI Developer Toolkit605CTI Developer Toolkit607CTI Developer Toolkit sample applications611Best practices for custom development615Common user scenarios and source code examples616Click to dial616Call received notification617Add call detail (using a third-party IVR)618Troubleshooting CTI Developer Toolkit issues619Troubleshooting specific issues619Retrieve All commands does not display any devices619GetDevice method fails or returns null unexpectedly620Agent control actions succeed while call control actions fail620Unable to set monitor on agent device621Web service errors occurring in log files621"Softphone proxy did not respond after 30 seconds" error621Salesforce.com Integration623Salesforce.com Integration625Installing Salesforce.com Integration626Using Salesforce.com Integration626Creating your first call center626Adding users to a call center627Configuring soft phone layouts628Using the soft phone with Salesforce628Contact center terms and definitions631Multimedia Contact Center terms and definitions639Mitel 5000/Axxess terminology compared641文件大小: 6.7 MB页数: 644Language: English打开用户手册