3Com eXchange Call Center Release Notes Service Manual

3Com® eXchange Call Center Hardware and Software Guidelines

Version 4.33

http://www.3com.com

Part Number 900-0148-01 Rev AA Published May 2004

3Com Corporation, 350 Campus Drive, Marlborough, MA 01752-3064

Copyright © 2004, 3Com Corporation. All rights reserved. No part of this documentation may be reproduced in any form or by any means or used to make any derivative work (such as translation, transformation, or adaptation) without written permission from 3Com Corporation.

3Com Corporation reserves the right to revise this documentation and to make changes in content from time to time without obligation on the part of 3Com Corporation to provide notification of such revision or change.

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If there is any software on removable media described in this documentation, it is furnished under a license agreement included with the product as a separate document, in the hardcopy documentation, or on the removable media in a directory file named LICENSE.TXT or !LICENSE.TXT. If you are unable to locate a copy, please contact 3Com and a copy will be provided to you.

UNITED STATES GOVERNMENT LEGEND

If you are a United States government agency, then this documentation and the software described herein are provided to you subject to the following:

All technical data and computer software are commercial in nature and developed solely at private expense. Software is delivered as “Commercial Computer Software” as defined in DFARS 252.227-7014 (June 1995) or as a “commercial item” as defined in FAR 2.101(a) and as such is provided with only such rights as are provided in 3Com’s standard commercial license for the Software. Technical data is provided with limited rights only as provided in DFAR 252.227-7015 (Nov 1995) or FAR 52.227-14 (June 1987), whichever is applicable. You agree not to remove or deface any portion of any legend provided on any licensed program or documentation contained in, or delivered to you in conjunction with, this guide.

Unless otherwise indicated, 3Com registered trademarks are registered in the United States and may or may not be registered in other countries.

3Com, NBX, the 3Com logo, and SuperStack are registered trademarks of 3Com Corporation. NBX NetSet and pcXset are trademarks of 3Com Corporation.

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All other company and product names may be trademarks of the respective companies with which they are associated.

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eXchange Call Center Hardware and Software Guidelines

ABOUT THIS GUIDE 5

Documentation Conventions 5 Related Documentation 6

Documentation Comments 6 Registration, Warranty, and Support Information 7 Disclaimers 7

CHAPTER 1: OVERVIEW OF SOFTWARE REQUIREMENTS 9

Remote Access 9 Power Source 9 Redundancy 9 Installation and Configuration Instructions 9 3Com eXchange Call Center License Key Codes 10

CHAPTER 2: CALL CENTER SERVERS 11

Basic Call Center System — Up to 20 Agents 11 Mid Level Call Center System - 20 to 50 Agents 12 Advanced Call Center System - 50 to 90 Agents 13 Processors and Memory 13

NBX Systems Server, Normal Load 14

Additional Resources for TAPI Wav Ports (Wav Phones) 14

Examples 14

CHAPTER 3: REQUIREMENTS FOR EXCHANGE CALL CENTER CLIENTS 17

Hardware and Software Requirements 17

APPENDIX A: CALCULATING THE NUMBER OF IVR PORTS 19

Guidelines for IVR Port Calculation 19 Terms Used in the Calculations 19 IVR Ports on eXchange Call Center Systems 20

3Com® eXchange Call Center Hardware and Software Guidelines 3

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eXchange Call Center Hardware and Software Guidelines

ABOUT THIS GUIDE

This guide describes hardware and software requirements for the 3Com eXchange Call Center servers and desktops integrated with the 3Com NBX IP Telephony solutions. The guide details the minimum requirements and lists the supported platforms, possible configurations, basic software requirements, and recommendations for calculating the number of needed IVR ports.

This document is intended for 3Com Professional Service engineers, customer technical personnel, and 3Com Voice Partners to help to identify customer needs and provide the appropriate configuration for required features and solutions.

The intended audience is the technician who is familiar with the 3Com NBX and eXchange Call Center architecture and features.

For information regarding the 3Com eXchange Call Center Agent and Visor applications, see the Help for each screen. For a description of many of the eXchange Call Center concepts and terms, see the Glossary in the Agent and Visor User Guides.

Documentation Conventions

Table 1 lists conventions that are used throughout this guide.

Table 1 Notice Icons

Icon Notice Type Description

Information note Information that describes important features or instructions

Caution

Warning

Information that alerts you to potential loss of data or potential damage to an application, device, system, or network

Information that alerts you to potential personal injury or death

3Com® eXchange Call Center Hardware and Software Guidelines 5

3Com eXchange Call Center Release Notes Service Manual

3Com® eXchange Call Center Hardware and Software Guidelines

CONTENTS

ABOUT THIS GUIDE

Documentation Conventions

Related Documentation

Documentation Comments