Avaya Multimedia Contact Center User Manual

BCM50 3.0Contact CenterDocument Status: StandardDocument Number: NN40040-300Document Version: 02.01Date: August 2007Multimedia Contact Center Setup an

10 Chapter 1 Getting startedNN40040-300Symbols 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 GuideThese text conventions are used in this guide to indicate the infor

12 Chapter 1 Getting startedNN40040-300

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

14 Chapter 2 Multimedia Contact Center overviewNN40040-300How 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 overviewNN40040-300Multimedia 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 overviewNN40040-300Multimedia 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 © 2005–2007 Nortel Networks, All Rights ReservedThe information in this document is subject to change without notice. The statements, config

20 Chapter 2 Multimedia Contact Center overviewNN40040-300Browser-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 overviewNN40040-300 If you use Microsoft Internet Explorer, set the following parameters:• Check for newer

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 CenterNN40040-300Enabling 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 CenterNN40040-3006 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 CenterNN40040-300Routing 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 Guide7 Click Insert to assign how Multimedia Contac

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

30 Chapter 3 Setting up Multimedia Contact CenterNN40040-300The CLID/DNIS Routing table shows four examples of Multimedia Contact Center rules.• I

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 CenterNN40040-300The 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 CenterNN40040-3008 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 CenterNN40040-30017 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 CenterNN40040-300Assigning 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 Guide7 From the Line Pools list, select a line pool

4 ContentsNN40040-300

40 Chapter 3 Setting up Multimedia Contact CenterNN40040-30011 In the Access Code column of the Line Pools table, type an access code (for example

Chapter 3 Setting up Multimedia Contact Center 41Multimedia Contact Center Setup and Operation Guide16 In the All Lines table, select the number o

42 Chapter 3 Setting up Multimedia Contact CenterNN40040-30017 On the Line Type tab, click the Line Type.A drop-down list opens.18 From the Line T

Chapter 3 Setting up Multimedia Contact Center 43Multimedia Contact Center Setup and Operation GuideCreating a Multimedia Contact Center dial plan

44 Chapter 3 Setting up Multimedia Contact CenterNN40040-300To add a restriction to the BCM system1 In Element Manager, from the Configuration tab

Chapter 3 Setting up Multimedia Contact Center 45Multimedia Contact Center Setup and Operation GuideSetting the maximum number of outcalling chann

46 Chapter 3 Setting up Multimedia Contact CenterNN40040-300To set the maximum number of outcalling channels1 From CallPilot Manager Main Menu pag

Chapter 3 Setting up Multimedia Contact Center 47Multimedia Contact Center Setup and Operation GuideConfiguring the Dialing Translation TableIf yo

48 Chapter 3 Setting up Multimedia Contact CenterNN40040-3002 Click Dialing Translation Table.The Dialing Translation Table page opens.3 Click Add

Chapter 3 Setting up Multimedia Contact Center 49Multimedia Contact Center Setup and Operation Guide5 In the Output Value field, enter the value t

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

50 Chapter 3 Setting up Multimedia Contact CenterNN40040-300

51Multimedia Contact Center Setup and Operation GuideChapter 4Multimedia Contact Center agentsSetting up Multimedia Contact Center agents involves:• E

52 Chapter 4 Multimedia Contact Center agentsNN40040-3004 Click Launch CallPilot Manager.The CallPilot Manager Main Menu page opens.5 Click Contac

Chapter 4 Multimedia Contact Center agents 53Multimedia Contact Center Setup and Operation Guide6 Click Agent List.The Agent List appears.7 Click

54 Chapter 4 Multimedia Contact Center agentsNN40040-3008 Complete the Agent ID and Name fields.9 Select the Supervisor check box if you want the

Chapter 4 Multimedia Contact Center agents 55Multimedia Contact Center Setup and Operation Guide5 In the From field, type the lowest Agent ID numb

56 Chapter 4 Multimedia Contact Center agentsNN40040-300To install Multimedia Contact Center software on an agent’s computer1 On the agent’s compu

Chapter 4 Multimedia Contact Center agents 57Multimedia Contact Center Setup and Operation Guide2 Click Administrator Applications.The Administrat

58 Chapter 4 Multimedia Contact Center agentsNN40040-3003 In the left frame, under Contact Center Applications, click Multimedia Contact Center.Th

Chapter 4 Multimedia Contact Center agents 59Multimedia Contact Center Setup and Operation GuideConfiguring an agent’s server settingsTo configure

6 ContentsNN40040-300Chapter 4Multimedia Contact Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51Enabling Multimedi

60 Chapter 4 Multimedia Contact Center agentsNN40040-3003 From the Options menu, select Server Setup.The Server Setup dialog box appears.4 In the

Chapter 4 Multimedia Contact Center agents 61Multimedia Contact Center Setup and Operation GuideThe Agent Preferences dialog box appears.3 In the

62 Chapter 4 Multimedia Contact Center agentsNN40040-300

63Multimedia Contact Center Setup and Operation GuideChapter 5Multimedia Contact Center messagesMultimedia Contact Center messages are messages that a

64 Chapter 5 Multimedia Contact Center messagesNN40040-300Status and error messagesDuring a call, a caller can see one or more of the following st

Chapter 5 Multimedia Contact Center messages 65Multimedia Contact Center Setup and Operation GuideBad calling preferences messageCallers see this

66 Chapter 5 Multimedia Contact Center messagesNN40040-300Session completed messageCallers see this message after they click the Hangup button on

Chapter 5 Multimedia Contact Center messages 67Multimedia Contact Center Setup and Operation GuideMake call failed messageCallers see this message

68 Chapter 5 Multimedia Contact Center messagesNN40040-300Call transferred messageCallers see this message when Multimedia Contact Center or an ag

Chapter 5 Multimedia Contact Center messages 69Multimedia Contact Center Setup and Operation GuideDownloading web pages and viewing web page lists

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

70 Chapter 5 Multimedia Contact Center messagesNN40040-3007 Click View for the default interface to see the list of default files.The default subf

Chapter 5 Multimedia Contact Center messages 71Multimedia Contact Center Setup and Operation GuideCustomizing web pagesYou or your web developer c

72 Chapter 5 Multimedia Contact Center messagesNN40040-3003 Save the new customized file in your local directory. Save the new file with a new nam

Chapter 5 Multimedia Contact Center messages 73Multimedia Contact Center Setup and Operation GuideThe Customize MMCC window opens.7 Click Add.The

74 Chapter 5 Multimedia Contact Center messagesNN40040-300The Voice Messaging/Contact Center panel appears.4 Click Launch CallPilot Manager.The Ca

Chapter 5 Multimedia Contact Center messages 75Multimedia Contact Center Setup and Operation Guide8 Click Add.The Add Customized File window opens

76 Chapter 5 Multimedia Contact Center messagesNN40040-300To upload a media fileTo upload a customized file for the media interface, complete this

Chapter 5 Multimedia Contact Center messages 77Multimedia Contact Center Setup and Operation Guide5 In the Media File Name field, enter the name o

78 Chapter 5 Multimedia Contact Center messagesNN40040-300

79Multimedia Contact Center Setup and Operation GuideChapter 6LogsViewing log filesLog files are automatically generated daily by Multimedia Contact C

8 How to get helpNN40040-300

80 Chapter 6 LogsNN40040-3002 Click Administrator Applications.The Administrator Applications page opens.

Chapter 6 Logs 81Multimedia Contact Center Setup and Operation Guide3 Under Administration Management Tools, click Retrieve Logs.The Retrieve Log

82 Chapter 6 LogsNN40040-300

Index 83Multimedia Contact Center Setup and Operation GuideIndexAAdding multiple agents to Contact Center 54Agentadding multiple agents to Contact C

84 IndexNN40040-300NN40040-300Call setup page 14call types 11, 18caller interface 16installing 24IP address 59keycode 24overview 13port

9 Multimedia Contact Center Setup and Operation GuideChapter 1Getting startedAbout this