Nortel Contact Center Manager Instruction Manual

Nortel Contact Center

What’s New in Release 6.0

Product release 6.0 Standard 4.01 July 2007

297-2183-903

Nortel Contact Center

What’s New in Release 6.0

Publication number: 297-2183-903

Product release: 6.0

Document release: Standard 4.01

Date: July 2007

Information is subject to change without notice. Nortel Networks reserves the right to make changes

in design or components as progress in engineering and manufacturing may warrant.

The process of transmitting data and call messaging between the Meridian 1 and Contact Center is

proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation

of the user license unless specifically authorized in writing by Nortel Networks prior to such use.

Violations of the license by alternative usage of any portion of this process or the related hardware

constitutes grounds for an immediate termination of the license and Nortel Networks reserves the

right to seek all allowable remedies for such breach.

*Nortel, the Nortel Networks logo, the Globemark, CallPilot, Contivity, DMS, DMS-10, DMS-100,

DMS-200, DMS-250, DMS-300, DMS-500, DMS-MTX, DMS-STP, DPN, DPX, Dualmode,

Helmsman, ICN, IVR, MAP, Meridian, Meridian 1, Meridian Mail, Meridian SL, Norstar, Optera,

Optivity, Passport, Periphonics, SL, SL-1, Succession, Supernode, and Symposium are trademarks

of Nortel Networks.

CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc.

ACTIVE DIRECTORY, INTERNET EXPLORER, MICROSOFT, MICROSOFT ACCESS, MS-DOS,

POWERPOINT, WINDOWS, WINDOWS NT, and WINDOWS XP are trademarks of Microsoft

Corporation.

REPLICATION SERVER and SYBASE are trademarks of Sybase, Inc.

PCANYWHERE and THE NORTON ANTIVIRUS are both trademarks of Symantec Corporation.

InterSystems Caché is a trademark of InterSystems Corporation.

What’s New in Release 6.0 v

Revision history

July 2007 The Standard 4.01 version of Nortel Contact Center What’s

New in Release 6.0 is released. This version is updated to

include support for CS 1000 Release 5.0.

September 2006 The Standard 4.0 version of Nortel Contact Center What’s

New in Release 6.0 is released.

May 2006 The Standard 3.0 version of Nortel Contact Center What’s

New in Release 6.0 is released.

December 2005 The Standard 2.0 version of Nortel Contact Center What’s

New in Release 6.0 is released.

November 2005 The Standard 1.0 version of Nortel Contact Center What’s

New in Release 6.0 is released.

vi Contact Center

Revision history Standard 4.01

What’s New in Release 6.0 vii

Contents

1Introduction 9

What is a contact center? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

About this document. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

2About Contact Center 6.0 13

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Software delivery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Components in Release 6.0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Installation configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

System operations and supported platforms. . . . . . . . . . . . . . . . . . . . . . . . . . 32

Documentation suite. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

3New in this release 41

Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Contact Center portfolio rebranding. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Upgrading from a previous release. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Product changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

AAcronyms in Contact Center 61

Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Glossary 67

Index 81

viii Contact Center

Contents Standard 4.01

What’s New in Release 6.0 9

Chapter 1

Introduction

In this chapter

What is a contact center? 10

About this document 11

10 Contact Center

Introduction Standard 4.01

What is a contact center?

Contact centers are constantly evolving to meet existing needs. Once an

environment designed to process telephone calls, call centers have evolved to

become customer contact centers, processing all types of media transactions.

The contact center is now seen as the core of a business due to its critical role in

maximizing customer satisfaction, while at the same time realizing efficiency.

The integral parts of a contact center consist of

representatives who handle customer transactions (also called agents)

management personnel

technology to handle each customer contact, including routing to the best

qualified agent, treatment, and fulfillment of the contact

A contact center is often a department in a company, or it can be the sole

business unit in a company. Frequently, the contact center is the only point of

contact between a company and its customers or suppliers. Regardless of the

size and complexity of a contact center, its objectives and goals remain

consistent:

to deliver customer satisfaction through prompt, professional contact

handling

to control costs by using resources and technology more efficiently

to help staff work more productively

to increase profitability

Contact centers are accessed globally with customer satisfaction support

becoming increasingly important. Cohesive contact center presence requires

multiple contact centers with different switch platforms.

Some contact centers use Session Initiated Protocol (SIP) technology to enhance

the capabilities of their agents. SIP is the latest development in contact center

technology, and enables converged voice and multimedia services such as voice-

enriched e-commerce, Web page click-to-dial, and instant messaging with buddy

lists, personalized music, forms, and customized video clips.

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