Avaya BCM 5.0 - Contact Center -Multimedia Contact Center User Manual

BCM 5.0Contact CenterDocument Status: StandardDocument Number: NN40170-602Document Version: 01.01Date: August 2009Multimedia Contact Center Setup and

10 Chapter 1 Getting startedNN40170-602Symbols and text conventionsThese symbols are used to highlight critical information for the BCM system:The

Chapter 1 Getting started 11Multimedia Contact Center Setup and Operation GuideRelated publicationsThis document refers to other related publicati

12 Chapter 1 Getting startedNN40170-602

13Multimedia Contact Center Setup and Operation GuideChapter 2Multimedia Contact Center overviewWith Multimedia Contact Center, agents and callers can

14 Chapter 2 Multimedia Contact Center overviewNN40170-602How Multimedia Contact Center works for callersWhen callers on a web site click a multim

Chapter 2 Multimedia Contact Center overview 15Multimedia Contact Center Setup and Operation GuideIn the call setup page, callers specify their ca

16 Chapter 2 Multimedia Contact Center overviewNN40170-602Multimedia Contact Center caller interfaceThe caller interface has one window that lets

Chapter 2 Multimedia Contact Center overview 17Multimedia Contact Center Setup and Operation GuideMultimedia Contact Center agent interfaceThe Mul

18 Chapter 2 Multimedia Contact Center overviewNN40170-602Multimedia Contact Center call typesCallers with a PSTN voice connection and a data conn

Chapter 2 Multimedia Contact Center overview 19Multimedia Contact Center Setup and Operation Guidee clicks Connect.The Caller Setup confirmation p

Copyright © 2009 Nortel Networks, All Rights ReservedThe information in this document is subject to change without notice. The statements, configurati

20 Chapter 2 Multimedia Contact Center overviewNN40170-602Browser-only callsFor this type of call, the caller needs an Internet connection. A brow

Chapter 2 Multimedia Contact Center overview 21Multimedia Contact Center Setup and Operation Guide3 When a Multimedia Contact Center agent is avai

22 Chapter 2 Multimedia Contact Center overviewNN40170-602If you use Microsoft Internet Explorer 7.0, set these additional parameters:• Add the BC

23Multimedia Contact Center Setup and Operation GuideChapter 3Setting up Multimedia Contact CenterSetting up Multimedia Contact Center involves:• Crea

24 Chapter 3 Setting up Multimedia Contact CenterNN40170-602Enabling Multimedia Contact CenterYou require a keycode to enable software features on

Chapter 3 Setting up Multimedia Contact Center 25Multimedia Contact Center Setup and Operation Guide3 Click Voice Messaging/Contact Center.The Voi

26 Chapter 3 Setting up Multimedia Contact CenterNN40170-6026 Click General Properties.The Contact Center Properties page opens.7 In the MMCC Publ

Chapter 3 Setting up Multimedia Contact Center 27Multimedia Contact Center Setup and Operation GuideAssigning routing to Multimedia Contact Center

28 Chapter 3 Setting up Multimedia Contact CenterNN40170-602Routing Multimedia Contact Center calls using the CLID/DNIS Routing tableIf you do not

Chapter 3 Setting up Multimedia Contact Center 29Multimedia Contact Center Setup and Operation GuideThe Intelligent CLID/DNIS Routing page appears

3Multimedia Contact Center Setup and Operation GuideTask ListTo set the Multimedia Contact Center public host name...

30 Chapter 3 Setting up Multimedia Contact CenterNN40170-6027 Click Insert to assign how Multimedia Contact Center calls are routed.The CLID/DNIS

Chapter 3 Setting up Multimedia Contact Center 31Multimedia Contact Center Setup and Operation GuideAssigning a callback route for Multimedia Cont

32 Chapter 3 Setting up Multimedia Contact CenterNN40170-602The window opens, showing the properties of the mailbox you selected.3 Select an Outdi

Chapter 3 Setting up Multimedia Contact Center 33Multimedia Contact Center Setup and Operation Guide• If your system uses Primary Rate Interface (

34 Chapter 3 Setting up Multimedia Contact CenterNN40170-6028 Click All Lines.The All Lines panel opens.9 In the All Lines table, scroll down to t

Chapter 3 Setting up Multimedia Contact Center 35Multimedia Contact Center Setup and Operation Guide16 Click Add.The Add Destination Code dialog b

36 Chapter 3 Setting up Multimedia Contact CenterNN40170-60217 In the Destination code field, type the destination code you want to use.In this ex

Chapter 3 Setting up Multimedia Contact Center 37Multimedia Contact Center Setup and Operation Guide22 From the Absorbed Length drop-down list, se

38 Chapter 3 Setting up Multimedia Contact CenterNN40170-602Assigning an outgoing line to a line poolYou must assign an outgoing line to a line po

Chapter 3 Setting up Multimedia Contact Center 39Multimedia Contact Center Setup and Operation Guide9 Click Line Pools.The Dialing Plan – Line Poo

4 Task listNN40170-602

40 Chapter 3 Setting up Multimedia Contact CenterNN40170-60216 In the All Lines table, select the number of the access code you assigned to your l

Chapter 3 Setting up Multimedia Contact Center 41Multimedia Contact Center Setup and Operation Guide17 On the Line Type tab, click the Line Type.A

42 Chapter 3 Setting up Multimedia Contact CenterNN40170-602Creating a Multimedia Contact Center dial planYou can create a callback dial plan that

Chapter 3 Setting up Multimedia Contact Center 43Multimedia Contact Center Setup and Operation GuideTo add a restriction to the BCM system1 In Bus

44 Chapter 3 Setting up Multimedia Contact CenterNN40170-602Setting the maximum number of outcalling channelsWhen you install Multimedia Contact C

Chapter 3 Setting up Multimedia Contact Center 45Multimedia Contact Center Setup and Operation GuideTo set the maximum number of outcalling channe

46 Chapter 3 Setting up Multimedia Contact CenterNN40170-602Configuring the Dialing Translation TableIf your outdialing type is Route, configure t

Chapter 3 Setting up Multimedia Contact Center 47Multimedia Contact Center Setup and Operation Guide2 Click Dialing Translation Table.The Dialing

48 Chapter 3 Setting up Multimedia Contact CenterNN40170-6025 In the Output Value field, enter the value to which you want to translate the number

49Multimedia Contact Center Setup and Operation GuideChapter 4Multimedia Contact Center agentsSetting up Multimedia Contact Center agents involves:• E

5Multimedia Contact Center Setup and Operation GuideContentsHow to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

50 Chapter 4 Multimedia Contact Center agentsNN40170-6024 Click Launch CallPilot Manager.The CallPilot Manager Main Menu page opens.5 Click Contac

Chapter 4 Multimedia Contact Center agents 51Multimedia Contact Center Setup and Operation Guide6 Click Agent List.The Agent List appears.7 Click

52 Chapter 4 Multimedia Contact Center agentsNN40170-602Installing Multimedia Contact Center software on an agent’s computerYou must install and c

Chapter 4 Multimedia Contact Center agents 53Multimedia Contact Center Setup and Operation GuideTo install Multimedia Contact Center software on a

54 Chapter 4 Multimedia Contact Center agentsNN40170-6028 Install the Agent Notification software on the agent’s PC. Configuring an agent’s server

Chapter 4 Multimedia Contact Center agents 55Multimedia Contact Center Setup and Operation Guide3 From the Options menu, select Server Setup.The S

56 Chapter 4 Multimedia Contact Center agentsNN40170-602The Agent Preferences dialog box appears.3 In the Agent Name field enter, the agent name t

57Multimedia Contact Center Setup and Operation GuideChapter 5Multimedia Contact Center messagesMultimedia Contact Center messages are messages that a

58 Chapter 5 Multimedia Contact Center messagesNN40170-602Status and error messagesDuring a call, a caller can see one or more of the following st

Chapter 5 Multimedia Contact Center messages 59Multimedia Contact Center Setup and Operation GuideBad calling preferences messageCallers see this

6 ContentsNN40170-602Installing Multimedia Contact Center software on an agent’s computer . . . . . . . . . . . 52Requirements for agents using M

60 Chapter 5 Multimedia Contact Center messagesNN40170-602Session completed messageCallers see this message after they click the Hangup button on

Chapter 5 Multimedia Contact Center messages 61Multimedia Contact Center Setup and Operation GuideMake call failed messageCallers see this message

62 Chapter 5 Multimedia Contact Center messagesNN40170-602Call transferred messageCallers see this message when Multimedia Contact Center or an ag

Chapter 5 Multimedia Contact Center messages 63Multimedia Contact Center Setup and Operation GuideDownloading web pages and viewing web page lists

64 Chapter 5 Multimedia Contact Center messagesNN40170-602The default files list appears in a new browser page.To download a file, right-click the

Chapter 5 Multimedia Contact Center messages 65Multimedia Contact Center Setup and Operation GuideCustomizing web pagesYou or your web developer c

66 Chapter 5 Multimedia Contact Center messagesNN40170-6023 Save the new customized file in your local directory. Save the new file with a new nam

Chapter 5 Multimedia Contact Center messages 67Multimedia Contact Center Setup and Operation GuideThe Customize MMCC window opens.7 Click Add.The

68 Chapter 5 Multimedia Contact Center messagesNN40170-602The Voice Messaging/Contact Center panel appears.4 Click Launch CallPilot Manager.The Ca

Chapter 5 Multimedia Contact Center messages 69Multimedia Contact Center Setup and Operation Guide8 Click Add.The Add Customized File window opens

7 Multimedia Contact Center Setup and Operation GuideHow to get helpThis section explai

70 Chapter 5 Multimedia Contact Center messagesNN40170-602To upload a media fileTo upload a customized file for the media interface, complete this

Chapter 5 Multimedia Contact Center messages 71Multimedia Contact Center Setup and Operation Guide5 In the Media File Name field, enter the name o

72 Chapter 5 Multimedia Contact Center messagesNN40170-602

73Multimedia Contact Center Setup and Operation GuideChapter 6LogsViewing log filesLog files are automatically generated daily by Multimedia Contact C

74 Chapter 6 LogsNN40170-6022 The Welcome to BCM page opens.Click Administrator Applications.The Administrator Applications page opens.3 Under Adm

Chapter 6 Logs 75Multimedia Contact Center Setup and Operation GuideThe Retrieve Log Files: tool appears in the right-hand panel. 4 Use the Retrie

76 Chapter 6 LogsNN40170-602

Index 77Multimedia Contact Center Setup and Operation GuideIndexAAdding multiple agents to Contact Center 51Agentadding multiple agents to Contact C

78 IndexNN40170-602NN40170-602Call setup page 14call types 11, 18caller interface 16installing 24IP address 54keycode 24overview 13port

8 How to get helpNN40170-602

9 Multimedia Contact Center Setup and Operation GuideChapter 1Getting startedThis guide