Avaya Multimedia Call Center Manuel d'utilisateur

Part No. P0935737 02Multimedia Call CenterSet Up and Operation GuideReturnto Menu

10 Chapter 1 About Multimedia Call CenterP0935737 02

11Multimedia Call Center Set Up and Operation GuideChapter 2Setting up Multimedia Call CenterAbout setting up Multimedia Call CenterSetting up Multime

12 Chapter 2 Setting up Multimedia Call CenterP0935737 02Setting Multimedia Call Center parametersYou must set the system name, public host name,

Chapter 2 Setting up Multimedia Call Center 13Multimedia Call Center Set Up and Operation Guide7 Under the Other Administrative Functions heading,

14 Chapter 2 Setting up Multimedia Call CenterP0935737 02Assigning routing to Multimedia Call Center callsYou must assign how Multimedia Call Cent

Chapter 2 Setting up Multimedia Call Center 15Multimedia Call Center Set Up and Operation GuideA sample Multimedia Call Center rule appears in the

16 Chapter 2 Setting up Multimedia Call CenterP0935737 02Assigning a callback route for Multimedia Call CenterA callback route must be set up for

Chapter 2 Setting up Multimedia Call Center 17Multimedia Call Center Set Up and Operation GuideAssigning an outgoing line to a line poolYou must a

18 Chapter 2 Setting up Multimedia Call CenterP0935737 02Creating a Multimedia Call Center dial planYou can create a callback dial plan that restr

Chapter 2 Setting up Multimedia Call Center 19Multimedia Call Center Set Up and Operation Guide18 Click the Set Restrictions key.19 Click the Sche

2P0935737 02Multimedia Call Center Set Up and Operation GuideCopyright © 2001 Nortel NetworksAll rights reserved. 2001.The information in this documen

20 Chapter 2 Setting up Multimedia Call CenterP0935737 02Understanding how Multimedia Call Center calls work with Intelligent Overflow rulesSome I

21Multimedia Call Center Set Up and Operation GuideChapter 3Multimedia Call Center agentsSetting up Multimedia Call Center agentsSetting up Multimedia

22 Chapter 3 Multimedia Call Center agentsP0935737 02Adding Multimedia Call Center agents to the Call CenterTo add Multimedia Call Center agents t

Chapter 3 Multimedia Call Center agents 23Multimedia Call Center Set Up and Operation GuideInstalling Multimedia Call Center software on an agent’

24 Chapter 3 Multimedia Call Center agentsP0935737 025 Click the Save this program to disk option and then click the OK button.The Save As dialog

Chapter 3 Multimedia Call Center agents 25Multimedia Call Center Set Up and Operation GuideConfiguring an agent's server settingsTo configure

26 Chapter 3 Multimedia Call Center agentsP0935737 02

27Multimedia Call Center Set Up and Operation GuideChapter 4Multimedia Call Center messagesAbout Multimedia Call Center messagesMultimedia Call Center

28 Chapter 4 Multimedia Call Center messagesP0935737 02Call setup page for first-time callersFirst-time callers see this html form when they click

Chapter 4 Multimedia Call Center messages 29Multimedia Call Center Set Up and Operation GuideCall setup page for subsequent callersSubsequent call

3Multimedia Call Center Set Up and Operation GuideContentsChapter 1About Multimedia Call Center. . . . . . . . . . . . . . . . . . . . . . . . . . . .

30 Chapter 4 Multimedia Call Center messagesP0935737 02Voice button unavailable messageCallers see this message if they click the voice button whi

Chapter 4 Multimedia Call Center messages 31Multimedia Call Center Set Up and Operation GuideOff-hours messageCallers see this message if they cli

32 Chapter 4 Multimedia Call Center messagesP0935737 02Choose how to connect messageCallers see this message if they do not specify their connecti

Chapter 4 Multimedia Call Center messages 33Multimedia Call Center Set Up and Operation GuideSession completed messageCallers see this message aft

34 Chapter 4 Multimedia Call Center messagesP0935737 02Make call failed messageCallers see this message if their call cannot be connected because

Chapter 4 Multimedia Call Center messages 35Multimedia Call Center Set Up and Operation GuideNo answer messageCallers see this message if they do

36 Chapter 4 Multimedia Call Center messagesP0935737 02Customizing web pagesYou or your web developer can customize web pages and upload them to B

Chapter 4 Multimedia Call Center messages 37Multimedia Call Center Set Up and Operation GuideUploading web pagesYou can upload customized web page

38 Chapter 4 Multimedia Call Center messagesP0935737 0211 Click the OK button.The System Administration page appears.12 Under the Customize headin

Chapter 4 Multimedia Call Center messages 39Multimedia Call Center Set Up and Operation GuideWeb page listsYou or your web developer can create li

4 ContentsP0935737 02Chapter 4Multimedia Call Center messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27About Multimedia Ca

40 Chapter 4 Multimedia Call Center messagesP0935737 02

41Multimedia Call Center Set Up and Operation GuideChapter 5Viewing reports, active calls and log filesThis chapter is about how to generate Multimedi

42 Chapter 5 Viewing reports, active calls and log filesP0935737 02An example of a Summary call report for all callsSummary call report by skillse

Chapter 5 Viewing reports, active calls and log files 43Multimedia Call Center Set Up and Operation GuideAn example of a Detail call report for al

44 Chapter 5 Viewing reports, active calls and log filesP0935737 02Generating Multimedia Call Center reportsTo generate a Multimedia Call Center r

Chapter 5 Viewing reports, active calls and log files 45Multimedia Call Center Set Up and Operation Guide12 Under the Reporting heading, select th

46 Chapter 5 Viewing reports, active calls and log filesP0935737 02Monitoring active callsYou can monitor active Multimedia Call Center calls.To m

Chapter 5 Viewing reports, active calls and log files 47Multimedia Call Center Set Up and Operation GuideViewing log filesLog files are automatica

48 Chapter 5 Viewing reports, active calls and log filesP0935737 028 On the Tools menu click Voice Button Admin.The Enter Network Password dialog

Multimedia Call Center Set Up and Operation Guide49IndexAAgentserver settings 25software, installing 23Agentsabout 21adding to Call Center 22e

5Multimedia Call Center Set Up and Operation GuideChapter 1About Multimedia Call CenterThis guide assists a Call Center administrator with installing

50 IndexP0935737 02Intelligent CLID/DNIS routing table 15Intelligent Overflow rules 20routing 14PPort address 25Proxy server 25PSTN linea

6 Chapter 1 About Multimedia Call CenterP0935737 02The Multimedia Call Center caller interfaceHow Multimedia Call Center works for agentsMultimedi

Chapter 1 About Multimedia Call Center 7Multimedia Call Center Set Up and Operation GuideMultimedia Call Center call typesPSTN voice and data call

8 Chapter 1 About Multimedia Call CenterP0935737 02Data only callFor this type of call, the caller needs an Internet connection. A data only call

Chapter 1 About Multimedia Call Center 9Multimedia Call Center Set Up and Operation GuideUsing CallPilot Manager to set up Multimedia Call CenterY