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Multimedia Contact Center Setup and
Operation Guide
BCM 5.0
Contact Center
Document Status: Standard
Document Number: NN40170-602
Document Version: 01.01
Date: August 2009
Copyright © 2009 Nortel Networks, All Rights Reserved
The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks.
Trademarks
Nortel, the Nortel logo, and the Globemark are trademarks of Nortel Networks.
Microsoft, MS, MS-DOS, Windows, and Windows NT are trademarks of Microsoft Corporation. All other trademarks and registered trademarks are the property of their respective owners.
Sourced in Canada
3
Task List |
|
To set the Multimedia Contact Center public host name............................................... |
24 |
To route calls using the CLID/DNIS table...................................................................... |
28 |
To assign a callback route for a skillset or the system administrator mailbox ............... |
31 |
To configure outdialing using PRI lines ......................................................................... |
33 |
To assign an outgoing line to a line pool ....................................................................... |
38 |
To create a restriction on the BCM system ................................................................... |
42 |
To add a restriction to the BCM system ........................................................................ |
43 |
To set the maximum number of outcalling channels ..................................................... |
45 |
To configure the Dialing Translation Table.................................................................... |
46 |
To enable Multimedia Contact Center agents ............................................................... |
49 |
To add a Multimedia Contact Center agent................................................................... |
49 |
To add more than one agent ......................................................................................... |
51 |
To install Multimedia Contact Center software on an agent’s computer ....................... |
53 |
To configure an agent’s server settings......................................................................... |
54 |
To configure an agent’s name ....................................................................................... |
55 |
To download web pages or view lists of pages ............................................................. |
63 |
To customize web pages............................................................................................... |
65 |
An overview of customizing an MSG.html file for the ABC Computer Company........... |
65 |
To add the MMCC interface .......................................................................................... |
66 |
To upload or delete customized files ............................................................................. |
67 |
To upload a media file ................................................................................................... |
70 |
To create a list of web pages......................................................................................... |
71 |
To view a log file............................................................................................................ |
73 |
Multimedia Contact Center Setup and Operation Guide
4 Task list
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Contents
How to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Chapter 1
Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Symbols and text conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Related publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Chapter 2
Multimedia Contact Center overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
How Multimedia Contact Center works for callers . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Multimedia Contact Center caller interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 How Multimedia Contact Center works for agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Multimedia Contact Center agent interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Multimedia Contact Center call types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Phone and browser calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Browser-only calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Requirements for using CallPilot Manager to set up Multimedia Contact Center . . . . 21 System requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Browser requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Chapter 3
Setting up Multimedia Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Creating a user account for Multimedia Contact Center . . . . . . . . . . . . . . . . . . . . . . . |
23 |
Enabling Multimedia Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . |
24 |
Setting Multimedia Contact Center parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . |
24 |
Assigning routing to Multimedia Contact Center calls . . . . . . . . . . . . . . . . . . . . . . . . . |
27 |
Routing tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . |
27 |
Routing Multimedia Contact Center calls using the CLID/DNIS Routing table . . . . . . |
28 |
Assigning a callback route for Multimedia Contact Center . . . . . . . . . . . . . . . . . . . . . |
31 |
Configuring outdialing using PRI lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . |
33 |
Assigning an outgoing line to a line pool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . |
38 |
Creating a Multimedia Contact Center dial plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . |
42 |
Example of a dial plan that restricts calls based on their country . . . . . . . . . . . . . |
42 |
Setting the maximum number of outcalling channels . . . . . . . . . . . . . . . . . . . . . . . . . |
44 |
Configuring the Dialing Translation Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . |
46 |
Chapter 4
Multimedia Contact Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Enabling Multimedia Contact Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Adding Multimedia Contact Center agents to Contact Center . . . . . . . . . . . . . . . . . . . 49 Adding more than one agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Multimedia Contact Center Setup and Operation Guide
6 Contents
Installing Multimedia Contact Center software on an agent’s computer . . . . . . . . . . . 52 Requirements for agents using Multimedia Contact Center . . . . . . . . . . . . . . . . . 52 Configuring an agent’s server settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Configuring an agent’s name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Using Follow-me browsing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Chapter 5
Multimedia Contact Center messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Status and error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 Multimedia Contact Center unavailable message . . . . . . . . . . . . . . . . . . . . . . . . . 58 No agents logged on message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 Bad calling preferences message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Choose how to connect message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Session completed message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 User busy message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 Lines busy message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 Make call failed message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 No answer message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Connected message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Call transferred message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 Web refresh message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Recording Multimedia Contact Center announcements . . . . . . . . . . . . . . . . . . . . . . . 62 Downloading web pages and viewing web page lists . . . . . . . . . . . . . . . . . . . . . . . . . 63 Customizing web pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 Downloading, customizing, and uploading pages . . . . . . . . . . . . . . . . . . . . . . . . . 65 Overviews of downloading, customizing and uploading pages . . . . . . . . . . . . . . . 65 Adding MMCC interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 Uploading or deleting web pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Creating and distributing web page lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Chapter 6
Logs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Viewing log files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
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How to get help
This section explains how to get help for Nortel products and services.
Getting Help from the Nortel Web site
The best way to get technical support for Nortel products is from the Nortel Technical Support Web site:
http://www.nortel.com/support
This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. More specifically, the site enables you to:
•download software, documentation, and product bulletins
•search the Technical Support Web site and the Nortel Knowledge Base for answers to technical issues
•sign up for automatic notification of new software and documentation for Nortel equipment
•open and manage technical support cases
Getting Help over the phone from a Nortel Solutions Center
If you don’t find the information you require on the Nortel Technical Support Web site, and have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center.
In North America, call 1-800-4NORTEL (1-800-466-7835).
Outside North America, go to the following Web site to obtain the phone number for your region:
http://www.nortel.com/callus
Getting Help from a specialist by using an Express Routing Code
To access some Nortel Technical Solutions Centers, you can use an Express Routing Code (ERC) to quickly route your call to a specialist in your Nortel product or service. To locate the ERC for your product or service, go to:
http://www.nortel.com/erc
Getting Help through a Nortel distributor or reseller
If you purchased a service contract for your Nortel product from a distributor or authorized reseller, contact the technical support staff for that distributor or reseller.
Multimedia Contact Center Setup and Operation Guide
8 How to get help
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Chapter 1
Getting started
This guide assists a Contact Center administrator with installing and configuring Multimedia Contact Center for Nortel Business Communications Manager (BCM) 50 and 450 platforms running BCM 5.0.
Audience
This guide is intended for people who install and configure the Multimedia Contact Center application. This guide assumes that you are familiar with using Business Element Manager and CallPilot Manager. For more information, see the Nortel Business Communications Manager Administration and Security Guide and the CallPilot Manager Set Up and Operation Guide.
Acronyms
The following is a list of acronyms used in this guide.
Table 1
Acronym |
Description |
|
|
BCM |
Business Communications Manager |
|
|
CLID |
Calling line identifier |
|
|
DNIS |
Dialed number identification service |
|
|
ERC |
Express routing code |
|
|
PSTN |
Public switched telephone network |
|
|
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10 Chapter 1 Getting started
Symbols and text conventions
These symbols are used to highlight critical information for the BCM system:
Caution: Alerts you to conditions where you can damage the equipment.
Danger: Alerts you to conditions where you can get an electrical shock.
Warning: Alerts you to conditions where you can cause the system to fail or work improperly.
Note: Alerts you to important information.
Tip: Alerts you to additional information that can help you perform a task.
These conventions and symbols are used to represent the Business Series Terminal display and dialpad dialpad These text conventions are used in this guide to indicate the information described.
Convention |
|
Example |
Used for |
|
|
|
|
Word in a special font (shown in |
Pswd: |
Command line prompts on display telephones. |
|
the top line of the display) |
|
|
|
|
|
|
|
Underlined word in capital letters |
PLAY |
Display option. Available on two line display |
|
(shown in the bottom line of a two |
|
telephones. Press the button directly below the |
|
line display telephone) |
|
|
option on the display to proceed. |
|
|
|
|
Dialpad buttons |
|
£ |
Buttons you press on the dialpad to select a |
|
|
|
particular option. |
|
|
|
|
|
|
|
|
Convention |
Description |
|
|
|
|
||
bold Courier |
Indicates command names and options and text that you need to enter. |
||
text |
Example: Use the info command. |
||
|
|||
|
Example: Enter show ip {alerts|routes}. |
||
|
|
|
|
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Chapter 1 Getting started 11 |
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|
|
|
|
|
|
Convention |
Description |
|
|
|
|
italic text |
Indicates book titles |
|
|
|
|
plain Courier |
Indicates command syntax and system output (for example, prompts |
|
text |
and system messages). |
|
|
Example: Set Trap Monitor Filters |
|
|
|
|
FEATURE |
Indicates that you press the button with the coordinating icon on |
|
HOLD |
whichever set you are using. |
|
RELEASE |
|
|
|
|
Related publications
This document refers to other related publications, which appear in the following list. To locate specific information, you can see the Master Index of BCM Library.
CallPilot Manager Set Up and Operation Guide (NN40170-300) Intelligent Contact Center Set Up and Operation Guide (NN40170-301) Keycode Installation Guide (NN40010-301)
Multimedia Contact Center Web Developer Guide (NN40040-100)
Nortel Business Communications Manager 5.0 Administration and Security Guide
(NN40170-603)
Multimedia Contact Center Setup and Operation Guide
12 Chapter 1 Getting started
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Chapter 2
Multimedia Contact Center overview
With Multimedia Contact Center, agents and callers can participate in multimedia calls that include:
•speaking over a public switched telephone network (PSTN) voice connection
•text chatting
•exchanging and viewing web pages
•viewing screen captures sent by an agent
In this document, the server that Multimedia Contact Center is installed on is referred to as <bcmip>
where:
<bcmip> is the ip address of the BCM system
To see an example of Multimedia Contact Center go to: https://<bcmip>/ivb-html/demo/Mainpage.html
Multimedia Contact Center Setup and Operation Guide
14 Chapter 2 Multimedia Contact Center overview
How Multimedia Contact Center works for callers
When callers on a web site click a multimedia HTML link, the Call setup page appears.
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Chapter 2 Multimedia Contact Center overview 15
In the call setup page, callers specify their calling preferences. Callers can access the media types based on their needs and resources. Callers with separate data and PSTN voice lines can have a PSTN voice call while they view, receive, or even send web pages to agents. For information on Multimedia Contact Center call types, see “Multimedia Contact Center call types” on page 18.
After a caller specifies their preferences, by clicking the Connect button, the following confirmation page displays.
After the caller clicks the link, Click here to connect to an agent using Multimedia Contact Center, the multimedia call enters the Contact Center. Based on the rules created by the Contact Center administrator, the request for an agent is sent to the appropriate skillset. If an agent is not immediately available, the caller can receive periodic HTML messages (web refresh). The Contact Center administrator programs these messages. The messages can thank callers for their interest, inform them that there are no agents currently available, and tell them that they will be connected to the first available agent.
When the call is answered by an agent, the Multimedia Contact Center caller interface appears in the caller’s web browser (see “Multimedia Contact Center caller interface” on page 16).
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16 Chapter 2 Multimedia Contact Center overview
Multimedia Contact Center caller interface
The caller interface has one window that lets the caller control the progress of the call and to send web pages to the agent.
Click Send to
send a web 
page to the agent.
Text messages sent between the caller and the agent appear here.
Type a message |
|
and click send to |
|
chat with the |
|
agent. |
View the status of your call. |
|
How Multimedia Contact Center works for agents
Depending on the call preferences the caller has requested in the call setup page, the agent can have a browser-only or a phone- and-browser call with the caller. The agent can use follow-me browsing to show the caller a sequence of web pages. The agent can also send pages or screen captures, or have a text chat with the caller.
For a phone-and-browser call, the agent must answer the phone, and then the agent interface and browser window appear on the agent’s computer. For a browser-only call, the agent interface and browser window appear immediately, so the agent cannot decline this type of call. The agent’s browser window shows the web page that the caller originally clicked to start the Multimedia Contact Center call.
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Chapter 2 Multimedia Contact Center overview 17
Multimedia Contact Center agent interface
The Multimedia Contact Center agent interface has two windows. The first window lets an agent control the progress of the call. The second window displays the Multimedia Contact Center web pages that the agent sends to a caller, or that a caller sends to them.
Initiates a |
Takes a screen |
Controls whether |
text chat |
capture of a |
web pages |
with the |
web page, |
clicked by the |
caller |
window, or |
agent are sent to |
|
desktop. |
the caller |
Shows the URL of the web page on which the caller clicked the MMCC icon.
Shows the name and phone number the caller specified in the call setup page
Displays in the second window the web page the caller clicked the MMCC icon on.
Opens
Help
Ends the browser session
Blocks calls from unwanted callers
Contains a preset list of web pages
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18 Chapter 2 Multimedia Contact Center overview
Multimedia Contact Center call types
Callers with a PSTN voice connection and a data connection, and callers with only a data connection can have a multimedia session with a Multimedia Contact Center agent.
Phone and browser calls
Phone and browser calls (PSTN voice and data) are routed by Contact Center to agents.
After a caller clicks the Multimedia Contact Center icon, the Contact Center Agent-centric call phones the caller when an agent is available. The Contact Center then connects
the call to the agent.
How phone and browser calls are routed to agents
For this type of call, the caller has a separate PSTN voice and Internet connection, and is not using the telephone.
1 The caller clicks the Multimedia Contact Center icon on a web page.
The Multimedia Contact Center Preferences and Connection page appears.
Note: If cookies are enabled, preferences from the caller’s previous call (if any) appear in the page.
2The caller completes the set up procedure. The caller:
a verifies that their version of Sun Java Runtime Environment is the most recent version (1.5.0 or higher), and downloads the most recent version if theirs is not.
b enters their full name.
c selects the By Phone and Browser radio button (a PSTN voice call with co-browsing and text chat with an agent).
d enters their phone number, with area code, in the phone number field.
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Chapter 2 Multimedia Contact Center overview 19
eclicks Connect.
The Caller Setup confirmation page appears.
fclicks the link Click here to connect to an agent using Multimedia Contact Center.
A request for an agent is sent over the IP network to the Contact Center.
The Multimedia Contact Center caller interface is launched in a new browser window on the caller’s PC.
Note: While the caller is waiting, web-refreshed HTML pages appear in their browser. These pages correspond to the announcements callers hear on a PSTN voice call. A new web page can be pushed for every Contact Center announcement.
Note: Because the Multimedia Contact Center application is real-time response product, agents must remove or disable any power-saving settings that can affect the response time of the agent to the caller.
3When a Multimedia Contact Center agent becomes available, the caller's phone rings.
4The caller answers the call.
5The Contact Center routes the phone (PSTN voice) portion of the call to the Multimedia Contact Center agent.
The agent’s set rings and displays “www:ss” (where ss = skillset number) to signify that the call is a multimedia call.
6The agent answers the call on their set and the agent’s and the caller's audio path are connected, and the agent and caller's web pages are synchronized.
The Multimedia Contact Center agent interface is launched in a new browser window on the agent’s PC.
7The agent sends appropriate web pages to the caller. The agent can have a text chat session with the caller.
Note: All agents must close unused browser windows at the end of a browser session for either a phone and browser call or a browser-only call to ensure that the next call opens in a new and full-sized browser window.
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20 Chapter 2 Multimedia Contact Center overview
Browser-only calls
For this type of call, the caller needs an Internet connection. A browser-only call (data only call) can include text chat and web pages that the agent sends to the caller.
How a browser-only call works
1 The caller clicks the Multimedia Contact Center icon on a web page.
The call setup page appears.
Note: If cookies are enabled, preferences from the caller’s previous call (if any) appear in the page.
2The caller completes the set up procedure. The caller
a verifies that their version of Sun Java Runtime Environment is the most recent version (1.5.0 or higher), and downloads the most recent version if theirs is not.
b enters their full name.
cselects the By Browser Only radio button (co-browsing and text chat with an agent).
dclicks Connect.
The Caller Setup confirmation page appears.
eClicks the link Click here to connect to an agent using Multimedia Contact Center.
A request for an agent is sent over the IP network to the Contact Center.
The Multimedia Contact Center caller interface is launched in a new browser window on the caller’s PC.
Note: While the caller is waiting, web-refreshed HTML pages appear in their browser. These pages correspond to the announcement callers hear on a PSTN voice call. A new web page can be sent by an agent for every Contact Center announcement, along with information such as the number of agents in the skillset and the number of calls in the skillset. For a full list of CGI parameters, see the
Multimedia Contact Center Web Developer Guide.
Note: Because the Multimedia Contact Center application is real-time response product, agents must remove or disable any power-saving settings that can affect the response time of the agent to the caller.
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Chapter 2 Multimedia Contact Center overview 21
3When a Multimedia Contact Center agent is available, the Multimedia Contact Center agent interface is launched in a new browser window on the agent’s PC (see “Multimedia Contact Center agent interface” on page 17).
The agent and caller web pages are synchronized.
4The agent pushes appropriate web pages to the caller. The agent can have a text chat session with the caller.
Note: If you add a restriction to the Voicemail DN, you also restrict all outcalling calls, including external transfers from CCR Trees, Off-premise Message Notification, and Outbound Transfers.
Requirements for using CallPilot Manager to set up Multimedia Contact Center
You set up Multimedia Contact Center using CallPilot Manager, the web-based administration tool. You access CallPilot Manager with a web browser from a computer on your network.
System requirements
Before you use CallPilot Manager to set up Multimedia Contact Center, you must have your Business Communications Manager (BCM) system configured and the BCM software installed. To enable a keycode, see “Enabling Multimedia Contact Center” on page 24.
Computer requirements
The computer you use to run CallPilot Manager must have:
•Windows XP Professional SP3, Windows Vista SP2, Windows Vista Business, Windows Vista Ultimate, or Windows Vista Enterprise (32-bit and 64-bit).
•64 MB RAM and 10 MB disk space
•minimum screen resolution of 1024 by 768 pixels
•all power-saving settings on the PC removed or disabled
Browser requirements
To use CallPilot Manager you must have:
•Microsoft Internet Explorer 6.0, 7.0, 8.0
•Java Runtime Environment version 1.5.0 or higher (you can download the latest version of JRE from the Java web site)
If you use Microsoft Internet Explorer, set the following parameters:
•Check for newer versions: every visit to the page
•Java JIT compiler enabled: on
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22 Chapter 2 Multimedia Contact Center overview
If you use Microsoft Internet Explorer 7.0, set these additional parameters:
•Add the BCM IP address to the trusted site list.
•Allow phishing for the BCM IP address.
For more information about using CallPilot Manager or Nortel Contact Center, see the CallPilot Manager Set Up and Operation Guide and the Intelligent Contact Center Set Up and Operation Guide.
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Chapter 3
Setting up Multimedia Contact Center
Setting up Multimedia Contact Center involves:
•Creating a user account for Multimedia Contact Center
•Enabling Multimedia Contact Center
•Setting Multimedia Contact Center parameters
•Assigning routing to Multimedia Contact Center calls
—Routing tables
•Routing Multimedia Contact Center calls using the CLID/DNIS Routing table
•Assigning a callback route for Multimedia Contact Center
•Configuring outdialing using PRI lines
•Assigning an outgoing line to a line pool
•Creating a Multimedia Contact Center dial plan
—Example of a dial plan that restricts calls based on their country
•Setting the maximum number of outcalling channels
•Configuring the Dialing Translation Table
Creating a user account for Multimedia Contact Center
In Business Element Manager you can create user accounts that allow several people to have access to Multimedia Contact Center settings. A user account allows users to access their own information, but not anyone else’s.
For example, if you have a web developer who creates custom web pages for your business, you can create a user account for them. This gives them their own user ID and password that gives them access to certain tasks; for example, downloading and uploading web pages, and viewing web page lists. Another example: ABC Computers has weekly specials and wants to update their information weekly. You can create a user account for ABC Computers that lets anyone who has the user ID update their web pages.
Multimedia Contact Center Setup and Operation Guide
24 Chapter 3 Setting up Multimedia Contact Center
Enabling Multimedia Contact Center
You require a keycode to enable software features on the Business Communications Manager (BCM) system. The keycode is a 24-digit code that authenticates the feature or bundle of features you purchased for your BCM. To enable Multimedia Contact Center, the keycode must include this feature.
To obtain a keycode you require the following:
•feature authorization code for the BCM
•system ID
The authorization code is a six-digit code you receive for each of the features you purchase. The authorization code is on the label affixed to the keycode information sheet. You enable
Multimedia Contact Center by enabling the Multimedia Contact Center authorization code on the BCM Business Element Manager.
For more information on the keycode and authorization codes, as well as steps for installing a keycode and authorization codes, see the Keycode Installation Guide.
Setting Multimedia Contact Center parameters
You must define the public host name parameter. Multimedia Contact Center parameters are set using CallPilot Manager.
Note: If your BCM is behind a firewall or proxy server, you must set the firewall or proxy server TCP ports 443 and 4200 to forward inbound traffic to the BCM.
For more information on how to set inbound filters, see the documentation for your firewall or proxy server. If you have a BCM firewall, see the Nortel BCM Administration and Security Guide.
To set the Multimedia Contact Center public host name
1Launch and log on to Business Element Manager.
The Business Element Manager opens with the Configuration tab selected in the Task Navigation Panel.
2Expand the Applications folder.
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