Nortel Contact Center Express. Administration NN

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2 Document status: Standard Document issue: Document date: 22 July 2010 Product release: Release 7.0 Job function: Type: Technical Document Language type: English Copyright Nortel Networks, All Rights Reserved. While the information in this document is believed to be accurate and reliable, except as otherwise expressly agreed to in writing NORTEL PROVIDES THIS DOCUMENT AS IS WITHOUT WARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED. The information and/or products described in this document are subject to change without notice. Nortel, Nortel Networks, the Nortel logo, and the Globemark are trademarks of Nortel Networks. APACHE is a trademark of Apache Micro Peripherals, Inc. CELERON, INTEL INSIDE XEON, INTEL XEON, ITANIUM, PENTIUM, PENTIUM II XEON, and XEON are trademarks of Intel Corporation. CITRIX is a trademark of Citrix Systems, Inc. CRYSTAL REPORTS is a trademark of Business Objectives S.A. REPLICATION SERVER and SYBASE are trademarks of Sybase, Inc. Internet Explorer, Windows Server 2003, Windows XP, Windows Vista, are trademarks of Microsoft Corporation. InterSystems Caché is a trademark of InterSystems Corporation. All other trademarks are the property of their respective owners.

3 Contents New in this release 10 Features 10 Common tool 10 Service Creation Environment 11 SIP Contact Center compatibility 11 Security settings 11 Backup and restore procedures 11 Other changes 12 Music on hold configuration 12 Getting Started in Contact Center Express 13 Logging on to Contact Center Manager 15 Verifying the server configuration 17 Configuring and acquiring a SIP CDN (Route Point) 18 Adding a media server 21 Adding a media service 21 Adding skillsets 23 Adding an agent 24 Downloading the most recent Service Creation Environment 27 Opening the Service Creation Environment 28 Using a default application 33 Configuring contact routes 37 Adding prompts 38 Introduction Logging on to Contact Center Manager 42 Verifying the server configuration 44 Adding a Contact Center Multimedia server 45 Call presentation class management 47 Creating a call presentation class 47 Deleting call presentation classes 50

4 - 4 - Contents User management 51 Adding a supervisor 52 Adding an agent 55 Adding a supervisor/agent 59 Adding a senior supervisor 62 Creating many agents at once 63 Deleting users 64 Skillset management 66 Adding skillsets 67 Deleting skillsets 68 Assigning agents to skillsets 68 Bulk data management 70 Downloading the configuration spreadsheets 71 Entering and validating data in a Configuration spreadsheet 72 Uploading data from a Configuration Tool spreadsheet 73 Configuring and acquiring a CDN (Route Point) 75 Resource configuration 78 Configuring and acquiring a SIP CDN (Route Point) 79 Removing a CDN (Route Point) 82 Changing CDNs (Route Points) 83 Printing CDNs (Route Points) 83 Deleting a CDN (Route Point) 84 Configuring a DNIS 85 Printing DNISs 86 Changing a phone 87 Printing a list of phones 88 Deleting a phone 88 Adding activity codes 89 Printing activity codes 90 Deleting an activity code 92 Adding a media server 92 Adding a media service 93 Associating routes to a media service 94 Removing routes from a media service 95 Deleting a media service 96 Reporting management 97 Creating custom real-time displays 97 Creating user-defined historical reports 98 Emergency Help 101 Starting the Emergency Help display 102 Printing an Emergency Help display 102

5 - 5 - Contents Exporting an Emergency Help display 102 Viewing an exported Emergency Help display 103 Deleting an exported Emergency Help display 103 Variable configuration 105 Starting the Script Variables tool 107 Creating variables with one value 108 Creating variables with multiple values 111 Removing a value from a set 114 Checking variables for referencing applications 115 Changing a variable property 117 Copying variable properties 118 Deleting a variable from Contact Center Express Voice server 119 Printing the variables to a file 119 Printing a variable to a printer 121 Changing the properties of a variable 122 Contact routing configuration 124 Downloading the most recent Service Creation Environment 127 Opening the Service Creation Environment 128 Using a default application 129 Adding new prompts 129 Creating an application 131 Customizing an application 132 Changing the appearance of your application 133 Saving an application 135 Configuring contact routes 135 Testing global ceiling 137 Testing emergency help 138 Testing default routing 138 Application editor operations 140 Adding blocks to the application 141 Adding blocks using accelerator keys 142 Renaming blocks and nodes 143 Creating a default transition 143 Copying and pasting blocks 144 Deleting blocks, nodes, or transitions 145 Deleting multiple objects 146 Disconnecting blocks 146 Inserting a new page 147 Deleting pages 147 Renaming a page 147 Adding a note to a block 148 Reading a note associated with a block 148

6 - 6 - Contents Viewing the block summary 149 Selecting application management data in block configuration 149 Deleting contact routes 151 Changing contact routes 152 Activating an application 153 Deactivating an application 153 Closing an application 154 Application block customization 155 Creating or updating a logic block 156 Creating or updating a queue to skillset block 158 Creating or updating the queue to agent block 160 Creating or updating the output block 162 Creating or updating a block to play music 163 Creating or updating a ringback treatment 165 Creating or updating a silent treatment block 166 Creating or updating a wait block 168 Creating or updating an IVR block to play prompts in the SIP configuration 169 Creating or updating an IVR block to play prompts and collect digits in the SIP configuration 170 Creating or updating a disconnect block 172 Creating or updating a busy block 173 Creating or updating an overflow block 174 Creating or updating a route contact block 175 Adding an anonymous node 176 Adding a source shortcut node 178 Adding a destination shortcut node 179 Adding an exit node 179 Problems view operations 180 Displaying the Problems view 181 Resolving errors in the application 181 Condition and Assignment builder operations 188 Creating conditional and assignment expressions 188 Adding assignments and expressions 196 Deleting an expression 197 Contact Center Express intrinsics 198 Skillset intrinsics 199 Time intrinsics 199 Traffic intrinsics 200 Call or contact intrinsics 201 SIP intrinsics 202 CCT Intrinsic configuration 205 Configuring the CCT intrinsic application list 205

7 - 7 - Contents Configuring CCT intrinsics 206 Configuring an Auto Launch application 207 User preferences 208 Configuring automatic saving 208 Configuring application preferences 209 Resetting the Service Creation Environment perspective 211 Refreshing data 211 Showing or hiding the Contact Center View 212 Database maintenance and restoration 213 Creating a backup location 213 Performing an immediate backup of the database 215 Scheduling a backup of the database 217 Recovering a scheduled backup 218 Restoring a backup 219 Migrating the database 221 Security configuration 223 Configuring the Contact Center Manager security details 225 Configuring the communication between Contact Center Manager and UCM 226 Obtaining a server certificate from the Security software 228 Obtaining a server certificate from a third-party authority 230 Installing a server certificate 231 Mapping Unified Communication Management users to Contact Center Manager users 231 Starting Contact Center Manager application 233 Disabling the Security Framework 234 Saving the root certificate authority to a file 235 Importing the root certificate authority to Internet Explorer 235 Configuring security prompts in Internet Explorer 236 Getting help 237 Viewing online Help 237 Viewing context-sensitive Help 237 Alarms and events 239 Using the Alarm Monitor 240 Clearing active alarms 241 Using the Alarm Monitor in Element Manager 241 Clearing active alarms in Element Manager 242 Server utilities 243 Computer name sync 243 Configuration utility 244 Database Expansion utility 244

8 - 8 - Contents System Control and Monitor Utility 245 Server name or IP address change 246 Contact Center Express Voice Server name change 249 Changing the server name on the operating system 251 Verifying the server name change 252 Updating the HOST file 252 Synchronizing the operating system name with the CCE server name 253 Resetting the iceadmin password 254 Updating client browsers and shared folders 255 Configuring destination for exported scheduled reports 256 Changing the server name in the tool 257 Updating the HOST file for clients 257 Changing the local Windows users 258 Configuring the Contact Center Agent Desktop 259 Configuring the Multimedia server settings 259 Contact Center Express Voice Server IP address change 261 Changing the Nortel server subnet IP address of the Contact Center Express Voice server 263 Configuring the new IP address 264 Verifying the server IP address change 264 Updating the HOST file 265 Updating the server IP address in Contact Center Manager 266 Updating the HOST file for clients 266 Updating client browsers and shared folders 267 Changing the License Manager IP address 268 CCMM server name change 270 Changing the server name on the operating system 272 Verifying the server name change 272 Updating the HOST file 273 Configuring the Multimedia server settings 274 Updating the attachment folders 275 Configuring the external Web server 276 Configuring the Contact Center Agent Desktop 277 Updating the server information in Contact Center Manager 278 CCMM server IP address change 280 Changing the IP address on the operating system 281 Verifying the server IP address change 281 Updating the HOST file 282 Updating the server information in Contact Center Manager 283 Agent phone keys 285 Display waiting calls key 285 Supervisor phone display 285 Display format 286

9 - 9 - Contents DWC key lamp 286 Unsupported agent phone keys 286 Reserved Keywords 287 Reserved keywords 287 Reserved keywords for Communication Server 1000/Meridian 1 PBX 289

10 New in this release The following sections detail what is new in for Release 7.0 Features (page 10) Other changes (page 12) Features See the following sections for information about feature changes: Common tool (page 10) Service Creation Environment (page 11) SIP Contact Center compatibility (page 11) Security settings (page 11) Backup and restore procedures (page 11) Common tool The Web-based Contact Center Manager (CCMA) tool is a component for Contact Center Express users that provides all daily administration functions. You can configure users, telephone resources, contact routing and emergency configurations in one application. Each CCMA client may connect to more than one CCMA. The CCMA on the Contact Center Express Voice server has extra features to support User configuration in Express solutions. CCMA Client browsers may connect to both the regular version of CCMA and the Express version. To help CCMA Clients distinguish between the two, the launchpad of the Express version is labelled - Contact Center Express Manager. For procedures and information about administration tasks required for Contact Center Express, see the following sections: Bulk data management (page 70) Call presentation class management (page 47) User management (page 51)

11 New in this release Skillset management (page 66) Reporting management (page 97) Resource configuration (page 78) Service Creation Environment The Service Creation Environment (SCE) is an environment for application developers to create applications that provide treatments and routes contacts to skillsets or agents in a contact center. Use the SCE for Contact Center Express to do the following: Determine how contacts are routed based on the CDN, DNIS or CLID of each contact. Customize the default applications for your contact center, or create an application on your own. Validate the applications automatically when you save them to ensure the application is complete. For information about configuring the contact routing in your contact center, see Contact routing configuration (page 124). SIP Contact Center compatibility A Session Initiated Protocol (SIP)-enabled environment offers features that enrich customer interaction with the contact center, including inbound voice contacts, video, document sharing, instant messaging, and buddy lists. For information about SIP Contact Center resources, see the following chapters: Bulk data management (page 70) Resource configuration (page 78) Security settings The Unified Communications Manager (UCM) is optionally used on the ICP platform to enhance controlled access to the Contact Center Manager server. For more information about configuring security certificates for the security, see Security configuration (page 223). Backup and restore procedures A simplified application is used to back up and restore the database on the Contact Center Express Voice server. For information about backing up and restoring the databases, see Database maintenance and restoration (page 213).

12 New in this release Other changes See the following section for information about changes that are not featurerelated: Music on hold configuration (page 12) Music on hold configuration In the previous version of Contact Center Express, music on hold was configured on the switch. To support music on hold in Contact Center Express 7.0, you must configure the default music on hold route number and configure the default music on hold variable. For more information, see Adding new prompts (page 129).

13 Getting Started in Contact Center Express Use this chapter to configure the minimally required resources in your Contact Center. By following the procedures in this chapter, you can quickly route contacts to your agents. You can add, configure, and delete resources using one of the following methods: upload and download bulk data using the Configuration Tool spreadsheets add or remove resources individually using the Web-based user interface For information about uploading and downloading bulk data, see Bulk data management (page 70). This chapter describes adding resources individually. Contact Center Express initial configuration tasks The following task flow shows you the sequence of procedures you perform to configure the resources for the Contact Center Express system to route contacts. To link to a procedure, select Contact center configuration navigation (page 14).

14 Contact center initial configuration tasks Getting Started in Contact Center Express Contact center configuration navigation Logging on to Contact Center Manager (page 15)

15 Getting Started in Contact Center Express Verifying the server configuration (page 17) Configuring and acquiring a SIP CDN (Route Point) (page 18) Adding a media server (page 21) Adding a media service (page 21) Adding skillsets (page 23) Adding an agent (page 24) Downloading the most recent Service Creation Environment (page 27) Opening the Service Creation Environment (page 28) Using a default application (page 33) Configuring contact routes (page 37) Adding prompts (page 38) Logging on to Contact Center Manager When you log on to Contact Center Manager, you can use the webadmin for the first log on user identification. Use the webadmin account to create the CustAdmin accounts for your contact center. The CustAdmin account is the best account to use for subsequent logging on to the Contact Center Manager application. For security reasons, Nortel highly recommends that you change the default password when you first log on to the application. Contact Center Manager user passwords can contain English characters and special characters such as underscore (_), and symbols. 1 Start Internet Explorer. 2 In the Address box, type the server name. For example, name>:<port number>. 3 Press Enter. 4 In the main logon window, in the User ID box, type the user name. 5 In the Password box, type the password. 6 Click Login.

16 Getting Started in Contact Center Express The Contact Center Manager Web interface appears. Variable definitions Variable <server name> <port number> Value The name of the Contact Center Express Voice server. The port number you configured during the installation. The value you entered in the HTTP Port number box during installation. Procedure job aid The main window of the Contact Center Manager shows the Contact Center Express Manager launchpad and the components you need to configure your contact center resources.

17 Getting Started in Contact Center Express Verifying the server configuration Verify the server configuration for Contact Center Manager to administer the server from the client application. You can change the details such as server name IP address display name logon ID password All other fields are not changeable. On your Contact Center Express Voice server, the server name and IP address can change if you change the name of your Contact Center Express Voice server. The Contact Center Express Voice server information in the configuration section ensures that the Contact Center software works together. Prerequisites Log on to the Contact Center Manager application. 1 In the Contact Center Manager application, click Configuration. 2 On the left pane, select the Contact Center Express Voice server name. 3 In the Server Name box, review the computer name and IP address of the Contact Center Express Voice server. 4 In the Display Name box, type the name of the Contact Center Express Voice server as you want it to appear in the navigation tree in Contact Center Manager. The system automatically assigns a display name that is the same as the server name. To enter a different display name, enter a unique name. 5 To add a Contact Center Manager Server (CCMS), in the Login ID box, type your logon ID for the server. 6 In the Password box, type your password. 7 If you made changes, click Submit.

18 Getting Started in Contact Center Express Variable definitions Variable Login ID Password DSN prefix Value The login ID for the Contact Center Express Voice server. The default password for the Contact Center Express Voice server. The DSN prefix is read-only. Configuring and acquiring a SIP CDN (Route Point) Perform this procedure to configure Contact Center SIP termination addresses. You can enter the CDNs (Route Points) manually, or by using the Configuration Tool spreadsheets. This procedures shows you how to enter a CDN (Route point) manually. If your CDNs (Route Points) are configured, skip steps 2 to 7. 1 In the Contact Center Manager tool, click Configuration. 2 In the left pane, double-click the SIP-enabled Contact Center Express Voice server to which to add the CDN (Route Point). 3 Select the CDNs (Route Points) folder. 4 In the right pane, in the Name box, type the name of the CDN (Route Point) as you want it to appear in reports. 5 In the Number box, type the CDN (Route Point) number. 6 In the URI box, type the type in a value for the Universal Resource Indicator (URI) of the CDN (Route Point) on the SIP server. 7 From the Call Type list, select Local. 8 Click another row of the table to add the CDN (Route Point).

19 Getting Started in Contact Center Express 9 Beside the CDN (Route Point) you want to use, select the Acquired check box for the CDN (Route Point). 10 Click another row of the table to acquire the CDN (Route Point). 11 Click Refresh Status to view the current status.

20 Variable definitions Getting Started in Contact Center Express Variable Name Value The name of the CDN (Route Point) as you want it to appear in reports. Valid values: Any freeform string that describes the route point, type, or function (for example, IM_sales for an IM route point that handles sales). Number The number assigned to the CDN (Route Point). This number must match the number configured at the switch. Attention: You cannot change a saved CDN (Route Point) number. You must delete the CDN and then recreate it. Valid values have a 7-digit maximum. URI The Universal Resource Identifier (URI) of the CDN (Route Point) on the Media Application Server. The URI must equate to the fully qualified SIP address for the CDN (Route Point). Valid values: maximum 255 characters, including numbers, English characters, /, \,?, &, periods, at symbol (@), underscores, and dashes. This field is mandatory. You cannot modify the URI of a saved CDN (Route Point). The URI must be unique to URIs currently assigned to other CDNs or agents. Acquired Attention: You must configure the CDN (Route Point) on the switch and add it on Contact Center Express Voice server before you can acquire it. Select the Acquired check box to acquire or deacquire the CDN (Route Point) and then click Refresh Status to refresh the Status column. If the acquisition is successful, Acquired appears in the Status column. When you successfully deacquire the CDN (Route Point), Not Acquired appears in the Status column. Status Refresh Status The Status column displays the acquisition status of the CDN (Route Point) or Open Queue CDN (Route Point). Refresh the status of the resources. The current status appears in the Status column.

21 Getting Started in Contact Center Express Adding a media server Add a media server to configure the Media Application Server (MAS) for a SIP-enabled contact center. 1 In the Contact Center Manager application, click Configuration. 2 In the left pane, double-click the server to which to add a media server. The server expands to reveal its resources. 3 Select the Media Servers folder. 4 In the right pane, in the Name box, type the server name. Nortel recommends that you use the server network name. 5 In the IP address/fqdn box, type the IP address or the fully qualified domain name (FQDN) of the server. 6 In the Port Number box, type 5070 for the SIP transport port number. 7 From the Transport list, select the transport type. The default transport type is UDP. Select this transport type for the Nortel MAS. 8 Select the Enable check box. 9 Click another row in the grid to save your changes. Adding a media service You can configure media services to which contacts are routed from within a script to receive various media treatments. Media services are, in effect, SIP addresses. You cannot modify or delete the following default media services: Dialog DIALOG (for IVR and default voicexml services Announcement ANNC (for RAN, Music, and Tones) Space CONF (for Conversation Space)

22 Getting Started in Contact Center Express Prerequisites You must configure the default SIP Addresses for the default media services using the Contact Center Manager Server Utility. Log on to Contact Center Manager as an administrator. Add a Media Application Server. See Adding a media server (page 21). 1 In the left pane, select the SIP-enabled server on which to add the media server. The server expands to reveal its resources. 2 Select the Media Services and Routes folder. 3 In the right pane, in the Service Name box, type a name for the media service. 4 In the Treatment Address box, type a treatment address. 5 Click another row in the table to save the changes.

23 Variable definitions Getting Started in Contact Center Express Variable Service Name box Treatment Address box Use Proxy Server check box Available Media Servers list box Selected Media Servers list Rank arrow buttons Submit button Value The name for the media service. There are three standard media services: dialog, announcement and CSpace. You cannot delete these media services. The address used when routing contacts to a particular treatment. The address can be up to 255 characters. If you select the Use Proxy Server check box, the Contact Center Express Voice server routes all contacts through the proxy server. When selected, the Available Media Servers box is disabled. When using a proxy server no other routing options exist. The list of media servers configured in the Media Servers window. A subset of the media servers configured previously. This is the list of servers that are considered in a routing decision. Use the Rank arrow buttons to change the order of the Media Servers. Click Submit to save your changes. Adding skillsets A skillset is the ability or group of abilities necessary to answer a specific type of contact. Skillsets are the basic building blocks of skill-based routing. Skillsets are used to match callers with the agents who can best meet the callers' needs. You can Define the ACD-DN on the switch to which contacts for this skillset are directed if the system is not available. Define the activity code to be assigned as the default activity code for the skillset if you do not want to use system-defined default. Define the Contact Type to assign to this skillset if you do not want to use the default Contact Types.

24 Getting Started in Contact Center Express 1 In the Contact Center Manager window, double-click the Contact Center Management component. 2 In the left pane, select the Contact Center Express Voice server. 3 Right-click the server on which you want to add a skillset, and then select Add Skillset. 4 In the Skillset Name box, type a name for the skillset. 5 From the Create the skillset on server list, select the server on which you want to add the skillset. 6 Click Submit. Adding an agent Add an agent in the Contact Center Management window. An agent receives incoming customer calls. When you add an agent account, you must define the following properties: the phone information for the agent the call presentation class of the agent the supervisor of the agent You can configure Communication Control Toolkit (CCT) agents. When you create an agent in Contact Center Manager, the agent is also created in Communication Control Toolkit. In a SIP-based Contact Center, agents use the Contact Center Agent Desktop to handle contacts. To use the Contact Center Agent Desktop, the agents must be configured as Communication Control Toolkit users in Contact Center Manager. You can choose a domain account or local operating system account from which to select agents.

25 Getting Started in Contact Center Express 1 In the Contact Center Manager window, double-click the Contact Center Management component. 2 In the left pane, select the Contact Center Express Voice server. 3 On the menu, select Add, Agent. 4 On the user creation page, click Associate User Account. 5 in the Associate User Account section, select Search domain users, Search local Operating System, or Search local security server. 6 Select the search criteria to find the user account you want to create, or click List All to list all accounts. 7 Select the user account you want to associate with a Contact Center Manager user account. The details for the user populate into the User Details section. 8 In the New Agent Details window, type the following additional mandatory information about the agent, if it is not already included: login ID primary supervisor call presentation SIP URI SIP terminal 9 Enter any optional information about the agent (for example, Title, Department, or Comments). 10 Click the Contact Types heading. 11 For each contact type you want this agent to handle, select the check box beside each Contact Type to assign the contact types to the agent. 12 Click the Skillsets heading. 13 In the Skillsets area, click List All to list all skillsets configured on the server. 14 From the Priority list for each skillset to assign to the agent, select the priority level or select Standby to put the agent in standby mode for this skillset. Priority levels range from 1 to 48, with 1 being the highest priority for the skillset. 15 Click Submit to save your changes.

26 Getting Started in Contact Center Express Variable definitions Variable First Name box Last Name box Value The first name of the user. The first name is mandatory for all users and can be a maximum of 30 characters long. Do not use the characters < or >. The last name of the user. The last name is mandatory and can be a maximum of 30 characters long. Do not use the characters < or >. Title box The title for the user. The title is optional and can be up to 40 characters long. Department box Language list Comment box User Type list The user s department. The department is optional and can be up to 40 characters long. Select the language preference for the user. Language selection is mandatory for all users. Comments you have about the user. Comments are optional and can be up to 127 characters in length. Select the user type. Select Agent. Agents are users who are assigned skillsets and who answer contacts in the contact center. All agents must be assigned to a supervisor. CCT login name The login name for the agent in Communication Control Toolkit. The login name must be in the format domain\user. If the domain is configured in the domainname.company.com format, The CCT login name must be entered in the domainname\username format. There must be a two way trust between the User domain and the Contact Center Express voice server domain. Login ID box The number that the user enters to log on to the phone. This value is mandatory for all users. For the Communication Server 1000, the log on ID can be a maximum of 16 digits long. Personal DN The directory number where the agent can receive personal calls. The personal DN is optional and can be up to 16 digits long. (1 of 2)

27 Getting Started in Contact Center Express Variable SIP URI Value The SIP Address for the agent as configured on the target SIP server. Valid values: The SIP URI must be unique to URIs currently assigned to other agents, CDNs or DNISs. The domain of the complete system (@somedomain.com) must contain at least one "." this restriction also includes the CS1K which must match this domain name in its configuration. Examples name@somedonmain.com or name@somesubdomain.domain.com SIP Terminal The SIP Address of the TR87 controlled terminal dedicated to this agent. The SIP Address must be unique to addresses currently assigned to other agents. Primary Supervisor Login Status Call Presentation The agent s supervisor. You can choose from all supervisors configured on the server to which you are currently logged on. The current status of the agent (Logged In or Logged Out), which is useful when you want to quickly reassign agents to skillsets. This data is read-only. The call presentation class to assign to this agent. The call presentation class determines whether the agent can take a break between calls. Call presentation is mandatory for all agents. Tn Name The Terminal Number at which the agent's phone is wired into the switch. This box displays a value only if the agent is logged on; it is blank if the agent is logged off. (2 of 2) Downloading the most recent Service Creation Environment Download the most recent Service Creation Environment to your Contact Center Manager client to ensure that you are working with the most recent version of the software. Prerequisites Download the most recent version of the Service Creation Environment.msi file to your Contact Center Manager server.

28 Getting Started in Contact Center Express 1 Open the Contact Center Manger browser. 2 Log on to the Contact Center Manager application as a user with scripting access. 3 Click Scripting. 4 Choose Service Creation Environment, Launch Service Creation. 5 If prompted to download the Service Creation Environment, click OK. 6 In the File Download - Security Warning message dialog box, click Run. 7 In the Installation Welcome window, click Next. 8 In the Customer Information window, type a User Name and Organization Name in the appropriate boxes. 9 Under Install this application for, select the option for your installation. 10 Click Next. 11 In the Destination Folder window, select the installation folder for the Service Creation Environment. 12 Click Next. 13 In the Ready to Install the Program window, click Install. 14 After the installation is complete, click Finish. Opening the Service Creation Environment Open the Service Creation Environment to configure the routing in your Contact Center Express voice or multimedia environment. 1 Open the Contact Center Manger browser. 2 Log on to the Contact Center Manger application as a user with scripting access.

29 Getting Started in Contact Center Express 3 Click Scripting. 4 Click the Service Creation Environment menu, click Launch Service Creation Environment. Procedure job aid The following figure shows the Service Creation Environment (SCE) for Contact Center. Each part of the window contains a label that describes what appears in each panel of the SCE window. Service Creation Environment (SCE) for Contact Center Contact Center view The Contact Center view of the Service Creation Environment shows all applications, application variables, and application management data currently configured in your Contact Center. Application editor view The Application editor is the main tool to create or modify the default applications. It provides the canvas on which to place the blocks link them to each other. Problems view The Problems view shows the errors in the current script or flow application. You can use the problems view to determine the location and cause of the problem.

30 Getting Started in Contact Center Express View tabs: The tabs located across the top of the Application editor represent main pages and block editors for the flow applications on which you work. Edit bar: Located horizontally above the Application editor, provides quick access to cut, copy, paste, delete and formatting buttons for your application. Application Manager Data folder contains a list of all the agents, skillsets, CDNs and CLIDs. Palette bar: The icons represent blocks that you can use to build your Contact Center applications. The blocks you see depend on the switch you use in your Contact Center. Applications folder contains a list of all the applications in the system. Applications are used to control how contacts are routed through the Contact Center and the treatment each contact receives. Applications Variables contains a list of all the variables in the system. Variables are used to change the nature of a flow at run time without changing the application. The following tables show the menu options in the Service Creation environment. File menu Item New Open Close Close All Save Save As Save All Description Create a new flow application. Open a file in the editor. Close the current editor. Close all open editors. Save the contents of the current editor. Save the contents of the current editor with a different file name. Save the contents of all open editors.

31 Getting Started in Contact Center Express File menu (continued) Item Rename Refresh Export Exit Description Change the name of the selected resource. Refresh the Contact Center view with the information (variables) from Contact Center Manager. Start the export wizard to export one application to your computer. Close the Service Creation Environment. Edit menu Item Undo Redo Cut Copy Paste Delete Select All Find/Replace Find Next Find Previous Description Reverse the most recent edit. The action that was last made is appears in the menu. Reapply the edit that was most recently cancelled by the Undo action. Remove the selection and places it on the clipboard. Place a copy of the selection on the clipboard. Place the text or object on the clipboard at the current cursor location in the current view or editor. Remove the current selection. Select all text or objects in the current view or editor. Search for an expression in the editor and, optionally, replace the expression with a new expression. Search for the next item in the document that matches the item in the Find box. Search for the previous item in the document that matches the item in the Find box. Window menu Item Show View Description Display the views in the current perspective. Contact Center Problems Reset Perspective Change the layout of the current perspective to the original configuration.

32 Getting Started in Contact Center Express Window menu (continued) Item Navigation Description Show View Menu Maximize Active View or Editor Minimize Active View or Editor Activate Editor Next Editor Previous Editor Next View Previous View Preferences Open the preferences dialog box to configure the General Settings and Contact Center preferences for the Service Creation Environment. Help menu Item Help Contents View Contact Center Screen Cams About Description Display the Help contents in a Help window or external browser. The Help contents contain Help books, topics, and information related to the workbench and installed features. Display video demonstrations for using the Service Creation Environment. Provide information about the Service Creation Environment, including the version number. Toolbar icons Icon Description Create a new flow. Save the project. If the project is closed, the project reopens in the last saved configuration. Saving the project also runs a validation check. Errors from the validation check appear in the Problems view. Remove the selection and place it on the clipboard. Place a copy of the selection on the clipboard. Delete the item in the flow application.

33 Getting Started in Contact Center Express Toolbar icons (continued) Icon Description Open the Contact Center view in the Service Creation Environment. The Contact Center view shows the application manager information, applications, and application variables that are currently in your Contact Center. Open the Problems view in the Service Creation Environment. The problems view shows the errors in the current application. Block type Logic Queue Output Treatment Wait IVR Finish Anonymous Connector Source/ Destination Function Determine conditions and paths for each condition. Assign the contact to an agent or skillset. Play an interactive announcement or prompts to the caller. Play or handle the call with a single treatment that involves no interaction such as music, a ringback, or silence. Pause the action in the call routing. Work with an Interactive Voice Response (IVR) application to perform functions with the contact. Terminate the contact by routing it or disconnecting it with some indicator such as a busy signal or overflow. Connect blocks at right angles to each other to avoid overlapping transitions. Split large applications over a number of pages, to make the application more readable. Using a default application Use one of the three default applications to instantly access contact routing in your contact center: An application for routing any contact is called the Contact Router. No configuration is required to use this default application. A SimpleGreeting application. This application requires minimal configuration to ensure it routes contacts correctly. An application for routing Multimedia contacts. You cannot customize the Multimedia default application.

34 Getting Started in Contact Center Express Use this procedure if you want to modify the SimpleGreeting application for your contact center. You can see detailed information about the application after the procedure. Prerequisites Start the Service Creation Environment. Ensure that the High Priority Skillset and Low Priority Skillset skillsets are in service. 1 In the Contact Center pane, select your Contact Center Manager Server name. 2 Expand Applications. 3 Select the SimpleGreeting application. 4 Configure the default skillset as the skillset to which you want to send the incoming calls in your contact center. Attention: You must change the skillset for the High Priority Queue block and the Low Priority Queue block. The skillsets you choose must be in service.

35 Getting Started in Contact Center Express Procedure job aid Contact Router application configuration Multimedia application

36 Getting Started in Contact Center Express Simple Greeting application Block Default Holidays Announcement Thank you for contacting our Customer Support. The Contact Center is closed due to unforeseen circumstances. Please leave a message and we will get back to you as soon as possible. OutOfHours Holidays OutOfService Q Hi Priority Skillset Q Low Priority Skillset FirstRan SecondRan Greeting Thank you for contacting our Customer Support. The Contact Center is currently closed. It opens daily between 8am and 6pm. Please leave a message and we will get back to you as soon as possible. Thank you for contacting our Customer Support. The Contact Center is currently closed on 1st January for public holidays. The Contact Center will re-open on the 2nd January at 8am. Please leave a message and we will get back to you as soon as possible. Thank you for contacting our Customer Support. All our agents are busy at present. Please leave a message and we will get back to you as soon as possible. Default skillset Default skillset All of our agents are currently busy, please hold and you will be routed to the next available agent. Your call is valuable to us. Please continue to hold. Welcome to Customer Support.

37 Getting Started in Contact Center Express Configuring contact routes Configure the contact routes for incoming contacts. Contact routes are assigned based on CDNs (route points), DNISs, or CLID number of a contact. For each CDN (route point) or CLID number, you can designate a flow application that controls contact handling. Prerequisites Create an application in the Service Creation Environment. Create an agent in your contact center. Create at least one CDN (Route Point) in your Contact Center. 1 Expand Applications. 2 Double-click Contact_Router. 3 In the Contact Router editor, configure the general settings for your contact center. 4 Under Available Routes, select a specific CDN (Route Point) or CLID. 5 Click Add. 6 In the Application Chooser, select a valid application to associate with the route. You can choose an application you created, an application you customized, or a default application (SimpleGreeting, Multimedia). 7 Choose File, Save. 8 Repeat steps 4 to 7 for each route to configure. 9 Choose File, Save.

38 Variable definitions Getting Started in Contact Center Express Variable Global ceiling Value The number of voice contacts that your contact center administrator wants to handle. When the maximum is reached, the Global Ceiling Announcement plays or the caller hears the Global Ceiling Announcement or receives a busy tone. The caller who calls after the Global Ceiling is reached is routed to the mailbox configured in the Route to Mailbox field or disconnected. You must select the check box to enable the Global ceiling announcement. Global calling announcement The announcement played to the caller if the global ceiling is reached. If you do not configure the Global Ceiling Announcement, the caller hears a busy tone. Emergency treatment Route to mailbox Default skillset Available routes Configured routes The announcement played to the caller when the contact center is in emergency mode. The mailbox that callers are routed to when the global ceiling limit is reached. If you do not configure a mailbox, the caller is disconnected. If no matching route is found, caller is routed to this skillset. A list of routes that are currently configured in Contact Center Manager for your Contact Center Express Voice server. A list of routes with an assigned application for routing the contacts that enter the Contact Center on each route. The list provides the name of the configured application. Adding prompts Add the prompts you can use for your Contact Center applications. Prerequisites Install Contact Center Express on the server. Identify the prompt or music file you want to create or modify. Know the name of your content namespace (the same name as the SIP domain).

39 Getting Started in Contact Center Express 1 Obtain the default prompts from the recording studio. OR Create a the.wav files that you want to use to play to callers. The recordings must be saved as Linear Mono 16 Bit PCM sampled at 8KHz. 2 Create a folder on the Express Voice server with the same name as the SIP domain. 3 Create a subfolder with the same name as the MS Locale. For example, use en_us. To get the local subscriber settings go to Start, Programs, Nortel, Contact Center, Manager Server, Server Configuration, Local Subscriber. 4 Copy the newly recordered.wav files into that folder. 5 Zip the contents of the SIP domain folder. 6 Log on to the Element Manager. 7 Click Tools, Media Management. 8 Under Media Management, select the name of your content namespace. 9 Select Browse. 10 Select the Content Group with the name of your MS Locale. 11 Click More s. 12 Select Batch File Provision. 13 Browse to the zip file of your recorded.wav files. 14 Select Upload. 15 To incorporate a voice prompt in your application, open the Service Creation Environment, and the application where you want to change the recording. Open the block and type the name of the new.wav file. Save the application.

40 Introduction Contact Center Express is targeted at the small contact center market. Contact Center Express is a SIP-based single server solution that supports the following components: database for storage and retrieval of all switch, personnel, and contact routing resources, and contact statistics a single administration tool to add, remove, and change resources the ability to handle , Web communications, instant messages, and preview outbound contacts tasks for Contact Center Express enable you to configure the users, skillset, access classes, switch resources, reporting statistics and contact routing required for your contact center to function. This document describes the procedures you require to initially configure the contact center resources and routing configuration. It also provides the maintenance procedures to change and remove resources. Prerequisites Install and commission the Contact Center Express Voice server. See Installation and Commissioning (NN ). Install and commission the Contact Center client PCs. See Nortel Contact Center Express Installation and Commissioning (NN ). If you plan to have multimedia contacts in your Contact Center, install and commission the Contact Center Multimedia server. See Nortel Contact Center Express Installation and Commissioning (NN ). Navigation Getting Started in Contact Center Express (page 13) (page 42) Call presentation class management (page 47) User management (page 51)

41 Introduction Skillset management (page 66) Bulk data management (page 70) Resource configuration (page 78) Reporting management (page 97) Emergency Help (page 101) Contact routing configuration (page 124) Application editor operations (page 140) Application block customization (page 155) Problems view operations (page 180) Condition and Assignment builder operations (page 188) Contact Center Express intrinsics (page 198) CCT Intrinsic configuration (page 205) Variable configuration (page 105) User preferences (page 208) Database maintenance and restoration (page 213) Security configuration (page 223) Getting help (page 237) Alarms and events (page 239) Server utilities (page 243) Agent phone keys (page 285) Reserved Keywords (page 287)

42 Perform all of the required configuration to manage your Contact Center Express Voice server in the Contact Center Manager application. Prerequisites to administration Configure Internet Explorer. See Installation and Commissioning (NN ). Navigation Logging on to Contact Center Manager (page 42) Verifying the server configuration (page 44) Adding a Contact Center Multimedia server (page 45) Logging on to Contact Center Manager When you log on to Contact Center Manager, you can use the webadmin for the first log on user identification. Use the webadmin account to create the CustAdmin accounts for your contact center. The CustAdmin account is the best account to use for subsequent logging on to the Contact Center Manager application. For security reasons, Nortel highly recommends that you change the default password when you first log on to the application. Contact Center Manager user passwords can contain English characters and special characters such as underscore (_), and symbols. 1 Start Internet Explorer.

43 In the Address box, type the server name. For example, name>:<port number>. 3 Press Enter. 4 In the main logon window, in the User ID box, type the user name. 5 In the Password box, type the password. 6 Click Login. The Contact Center Manager Web interface appears. Variable definitions Variable <server name> <port number> Value The name of the Contact Center Express Voice server. The port number you configured during the installation. The value you entered in the HTTP Port number box during installation. Procedure job aid The main window of the Contact Center Manager shows the Contact Center Express Manager launchpad and the components you need to configure your contact center resources.

44 Verifying the server configuration Verify the Contact Center Manager server configuration, to ensure the client application can be used to administer the server. You can change the details such as server name IP address display name logon ID password All other fields are not changeable. If either the server name or the IP address of the Contact Center Express Voice server changes, then the server name or IP address in the CCMA server configuration must also be updated. The Contact Center Express Voice server information in the configuration section ensures that the Contact Center software works together. Prerequisites Log on to the Contact Center Manager application 1 In the Contact Center Manager application, click Configuration. 2 On the left pane, select the Contact Center Express Voice server name. 3 In the Server Name box, review the computer name and IP address of the Contact Center Express Voice server. 4 In the Display Name box, type the name of the Contact Center Express Voice server as you want it to appear in the navigation tree in Contact Center Manager. The system automatically assigns a display name that is the same as the server name. To enter a different display name, enter a unique name. 5 To add a Contact Center Manager Server, in the Login ID box, type your logon ID for the server. 6 In the Password box, type your password. 7 If you made changes, click Submit.

45 Variable definitions Variable Login ID Password DSN prefix Value The login ID for the Contact Center Express Voice server. The default password for the Contact Center Express Voice server. The DSN prefix is read-only. Adding a Contact Center Multimedia server Add a Contact Center Multimedia server, if you enable multimedia features in your contact center. Reports gather and include information from the Multimedia server when the server is listed in the Contact Center Manager application. Prerequisites Obtain a user ID and password with administrative privileges for the Contact Center Manager application. Only an administrator can add a server. Log on to the Contact Center Manager application. Know the computer name of the server to add. 1 In the Contact Center Manager application, click Configuration. 2 On the menu, choose Server, Add Server. 3 In the Server Name box, type the computer name of the Multimedia server. 4 Press Tab. The server IP address automatically appears in the IP Address box.

46 In the Display Name box, type the name of the Contact Center server as you want it to appear in the system tree in Contact Center Manager. The system automatically assigns a display name that is the same as the server name. To enter a different display name, you must enter a unique name. 6 To add a Contact Center Multimedia server, in the Login ID box, type mmreport. 7 In the Password box, type your password for the mmreport account. 8 From the Type list, select CCMM. 9 Click Submit. 10 Click the plus symbol (+) beside the server name to access the server. Variable definitions Variable Login ID Password DSN prefix Value The Login ID corresponds to the user used when running historical reports in Contact Center Manager. This user is configured in the Multimedia database and has access to data within that database. The Login ID is always mmreport. The default password is mmrep. To change this password, use the Contact Center Multimedia Administrator. The DSN prefix is read-only.

47 Call presentation class management A call presentation class determines how contacts are presented to an agent s phone. You can choose the following presentation methods: Automatically answer the contact at the agent s phone. Return the contact to the queue if the contact is not answered within a specified period. Allow the contact to ring at the agent s phone until it is answered or abandoned. In addition, whether to allow the agent time to wrap up a contact after it ends. Contact Center Express allows you to specify how calls are presented to agents. Agents control their readiness to receive calls by logging on to their phones and placing their phones in a Ready state. A call presentation class specifies whether a break time between contacts is allowed, and whether an agent phoneset displays that the agent is reserved for a call. Prerequisites to call presentation class management Log on to the Contact Center Manager application. See Logging on to Contact Center Manager (page 42). Navigation Creating a call presentation class (page 47) Deleting call presentation classes (page 50) Creating a call presentation class Create a call presentation class to determine how contacts are presented to an agent s phoneset.

48 Call presentation class management In addition, you can choose whether to present contacts to agents when they are busy on a DN call, and whether to allow the agent time to wrap up a contact after it ends. 1 In the Contact Center Manager window, double-click the Contact Center Management component. 2 In the left pane, select the Contact Center Express Voice server. 3 Select the Call Presentation Classes folder. 4 In the right pane, in the Name box, type the name of the call presentation class as it appears in reports. 5 From the Presentation Option list, select the one of the following call presentation options: Return to Queue Call Force Delay Let Call Ring 6 If you select the Call Force Delay presentation option, in the Call Force Delay Timer box, type the number of seconds after which the contact is automatically answered at the agent s phoneset and then proceed to step 9. 7 In the Return to Queue After N Seconds box, type the time by which the contact is returned to the queue if not answered. 8 From the After Return to Queue, Make Phoneset list, select the mode in which the phoneset is placed after the phoneset is returned to the queue. 9 In the After Call, Break for N Seconds box, type the amount of time that the agent is in break state after a call ends. 10 Click another row in the grid to submit your changes and to save the call presentation class.

49 Variable definitions Call presentation class management Variable Name Value The name assigned to the call presentation class. Valid value: 30-character maximum (no special characters, no spaces) Presentation Option Select one of the following call presentation options for the call presentation class: Call Force Delay Choose this option to force a call on an agent if the agent does not answer the call within the specified amount of time. If you select this option, you must specify the time delay in seconds in the Call Force Delay Timer box. Return to Queue Choose this option to return a call to the queue if the agent does not answer the call within the specified amount of time. Let call ring Choose this option to let the call ring at the phoneset until the agent answers the call. Call Force Delay Timer Return to Queue After N Seconds If you select Call Force Delay from the Presentation Option list, in the Call Force Delay Timer box, type the time delay in seconds. If you select Return To Queue from the Presentation Option list, in the Return To Queue After N Seconds box, type the wait interval in seconds. If you do not select Return to Queue as the presentation option, the value is N/A. After Return to Queue, Make Phoneset If you select Return To Queue from the Presentation Option list, from the After Return To Queue, Make Phoneset list, select one of the following values: Logout Not Ready N/A After Call, Break for N Seconds The amount of time, in seconds, that an agent is in break state at the end of a call and before the next call. The agent can use this time to complete processing related to the finished call. Valid values: (seconds)

50 Call presentation class management Deleting call presentation classes Delete a call presentation class that is no longer required to save room in your database. Prerequisites Log on to the Contact Center Manager application. See Logging on to Contact Center Manager (page 42). Ensure that the call presentation class is not assigned to an agent. Attention: You cannot delete a call presentation class that is assigned to an agent. 1 In the Contact Center Manager window, double-click the Contact Center Management component. 2 In the left pane, select the Contact Center Express Voice server. 3 Select the Call Presentation Classes folder. 4 In the right pane, highlight the row containing the call presentation class to delete. 5 Press Delete. 6 On the Confirm Delete message box, click Yes to delete the call presentation class.

51 User management In your Contact Center, the customer administrator (CustAdmin) account creates the desktop accounts. Desktop accounts include the following types of users in your contact center: Agents. Contact center personnel who are assigned skillsets and who answer contacts in the contact center. All agents must be assigned to a supervisor Supervisors. Contact center personnel who supervise a group of agents. A supervisor can view and change the properties, and generate historical reports and real-time displays for the group of agents under the supervisor. Supervisors do not handle contacts in the contact center and do not require the ability to login to CCAD. If the Supervisor needs to handle contacts (Contact Barge-in. Contact Observing, Closing contacts) then it is recommended that the Supervisor be configured as a Supervisor/ Agent Senior supervisors. Contact center personnel who can view and change the properties, and generate historical reports and real-time displays for an agent in the contact center, including those agents who report to other supervisors. They can also monitor the activities of the applications (scripting) and contact center configuration statistics. A Senior Supervisor's role is to oversee a logical group of Supervisors and their Agents. Senior Supervisors do not handle contacts and hence are not configured with a CCAD account. Supervisor/agents. Contact center personnel who double as agents and supervisors. A supervisor/agent can login to CCAD, handle contacts and supervise agents. Add users to the contact center configuration one at a time or in groups. You can access a list of users from the users registered in the operating system, or registered as users in a domain. Use the Contact Center Manager application to add agents and supervisors. You can open the Contact Center Management window to add the users, assign skillsets, and configure their call presentation classes.

52 User management Prerequisites to user management Log on to the Contact Center Manager application as the customer administrator (CustAdmin). See Logging on to Contact Center Manager (page 42). Navigation Adding a supervisor (page 52) Adding an agent (page 55) Adding a supervisor/agent (page 59) Adding a senior supervisor (page 62) Creating many agents at once (page 63) Deleting users (page 64) Adding a supervisor Add a supervisor in Contact Center Manager. Supervisors can create reports on agents who report to them. You can choose a domain account from which to select a supervisor account. If you have security enabled in your Contact Center, you can also select the local Security Server to select a user account. Use the user ID and password stored in ADAM on Contact Center Manager for supervisor log on information. 1 In the Contact Center Manager window, double-click the Contact Center Management component. 2 In the left pane, select the Contact Center Express Voice server. 3 On the menu, click Add, Supervisor. 4 On the user creation page, click Associate User Account. 5 in the Associate User Account section, select Search domain users or Search local security server. 6 Select the search criteria to find the user account you want to create, or click List All to list all accounts.

53 User management 7 Select the user account you want to associate with a Contact Center Manager user account. The details for the user populate into the User Details section. 8 In right pane, enter the following mandatory information about the supervisor: First Name Last Name Login ID Telephony/port address 9 Enter optional information about the supervisor (for example, Title or Department). 10 To log on to Contact Center Manager server, enter a Contact Center Manager user ID and password for the supervisor. 11 Click Submit to save the new supervisor profile. Variable definitions Variable First Name Last Name Title Department Language Comment Value The first name of the user. The first name is mandatory for all users and can be a maximum of 30 characters long. Do not use the characters < or >. The last name of the user. The last name is mandatory and can be a maximum of 30 characters long. Do not use the characters < or >. The title for the user. The title is optional and can be up to 40 characters long. The user s department. The department is optional and can be up to 40 characters long. Select the language preference for the user. Language selection is mandatory for all users. Comments you have about the user. Comments are optional and can be up to 127 characters in length. (1 of 2)

54 User management Variable User Type Value Select the user type. Choose Supervisor. Supervisors are responsible for a group of agents, and can monitor agents performance in the real-time displays if the agent reports to them. Supervisors are not assigned skillsets. Login ID The number that the user enters to log on to the phone. This value is mandatory for all users. For the Communication Server 1000, the login ID can be a maximum of 16 digits long. Personal DN Telephony/Port Address The directory number where the agent can receive personal calls. The personal DN is optional and can be up to 16 digits long. The number of the phone at which the supervisor logs on that represents the phone on which the switch maps the agent keys for agents reporting to this supervisor. The telephony/port address is mandatory for all supervisors, and can be a maximum of 7 digits. User ID The supervisor Contact Center Manager user ID that the supervisor uses to log on to the Contact Center Manager application. After you save the Contact Center Manager user ID, you cannot change it. (2 of 2)

55 User management Adding an agent Add an agent in the Contact Center Management window. An agent receives incoming customer calls. When you add an agent account, you must define the following properties: the phone information for the agent the call presentation class of the agent the supervisor of the agent You can configure Communication Control Toolkit (CCT) agents. When you create an agent in Contact Center Manager, the agent is also created in Communication Control Toolkit. In a SIP-based Contact Center, agents use the Contact Center Agent Desktop to handle contacts. To use the Contact Center Agent Desktop, the agents must be configured as Communication Control Toolkit users in Contact Center Manager. You can choose a domain account or local operating system account from which to select agents. 1 In the Contact Center Manager window, double-click the Contact Center Management component. 2 In the left pane, select the Contact Center Express Voice server. 3 On the menu, select Add, Agent. 4 On the user creation page, click Associate User Account. 5 in the Associate User Account section, select Search domain users, Search local Operating System, or Search local security server. 6 Select the search criteria to find the user account you want to create, or click List All to list all accounts. 7 Select the user account you want to associate with a Contact Center Manager user account. The details for the user populate into the User Details section. 8 In the New Agent Details window, type the following additional mandatory information about the agent, if it is not already included: login ID primary supervisor call presentation

56 User management SIP URI SIP terminal 9 Enter optional information about the agent (for example, Title, Department, or Comments). 10 Click the Contact Types heading. 11 For each contact type you want this agent to handle, select the check box beside each Contact Type to assign the contact types to the agent. 12 Click the Skillsets heading. 13 In the Skillsets area, click List All to list all skillsets configured on the server. 14 From the Priority list for each skillset to assign to the agent, select the priority level or select Standby to put the agent in standby mode for this skillset. Priority levels range from 1 to 48, with 1 being the highest priority for the skillset. 15 Click Submit to save your changes.

57 User management Variable definitions Variable First Name box Last Name box Value The first name of the user. The first name is mandatory for all users and can be a maximum of 30 characters long. Do not use the characters < or >. The last name of the user. The last name is mandatory and can be a maximum of 30 characters long. Do not use the characters < or >. Title box The title for the user. The title is optional and can be up to 40 characters long. Department box Language list Comment box User Type list The user s department. The department is optional and can be up to 40 characters long. Select the language preference for the user. Language selection is mandatory for all users. Comments you have about the user. Comments are optional and can be up to 127 characters in length. Select the user type. Select Agent. Agents are users who are assigned skillsets and who answer contacts in the contact center. All agents must be assigned to a supervisor. CCT login name The login name for the agent in Communication Control Toolkit. The login name must be in the format domain\username. If the domain is configured in the domainname.company.com format, The CCT login name must be entered in the domainname\username format. There must be a two way trust between the User domain and the Contact Center Express voice server domain. Login ID box The number that the user enters to log on to the phone. This value is mandatory for all users. For the Communication Server 1000, the log on ID can be a maximum of 16 digits long. Personal DN The directory number where the agent can receive personal calls. The personal DN is optional and can be up to 16 digits long. (1 of 2)

58 User management Variable SIP URI Value The SIP Address for the agent as configured on the target SIP server. Valid values: The SIP URI must be unique to URIs currently assigned to other agents, CDNs or DNISs. sip:agentnameornumoridentifier@sipdomain.com Each SIP URI must start with sip. Each SIP URI must contain an AgentName or Number or Identifier. Each SIP URI must contain a domain after At least one "." in the domain name must exist or the entry is not allowed. Not Example: sip:agent3030@sipccocs.com SIP Terminal The SIP Address of the TR87 controlled terminal dedicated to this agent. The SIP Address must be unique to addresses currently assigned to other agents. sip:numberofagentconfigured@ipaddressofcs1k Example: sip:3030@ The agents IP Address of the CS1K must be included in the SIP Terminal. Primary Supervisor Login Status Call Presentation The agent s supervisor. You can choose from all supervisors configured on the server to which you are currently logged on. The current status of the agent (Logged In or Logged Out), which is useful when you want to quickly reassign agents to skillsets. This data is read-only. The call presentation class to assign to this agent. The call presentation class determines whether the agent can take a break between calls. Call presentation is mandatory for all agents. Tn Name The Terminal Number at which the agent's phone is wired into the switch. This box displays a value only if the agent is logged on; it is blank if the agent is logged off. (2 of 2)

59 User management Adding a supervisor/agent Add a supervisor/agent in Contact Center Manager. Supervisor/agents can handle contacts, and supervise other agents. Use a domain account from which to select a supervisor/agent account. Use the user ID and password stored in ADAM on Contact Center Manager for supervisor log on information. 1 In the Contact Center Manager window, double-click the Contact Center Management component. 2 In the left pane, select the Contact Center Express Voice server. 3 On the menu, click Add, Supervisor/Agent. 4 On the user creation page, click Associate User Account. 5 in the Associate User Account section, select Search domain users. 6 Select the search criteria to find the user account you want to create, or click List All to list all accounts. 7 Select the user account you want to associate with a Contact Center Manager user account. The details for the user populate into the User Details section. 8 In the right pane, enter the following mandatory information about the supervisor: First Name Last Name Login ID Primary Supervisor Telephony/port address 9 Enter optional information about the supervisor (for example, Title or Department). 10 To allow the supervisor to log on to Contact Center Express server, enter a Contact Center Express user ID and password for the supervisor. 11 Click Submit to save the supervisor.

60 User management Variable definitions Variable First Name Last Name Title Department Language Comment User Type CCT login name Value The first name of the user. The first name is mandatory for all users and can be a maximum of 30 characters long. Do not use the characters < or >. The last name of the user. The last name is mandatory and can be a maximum of 30 characters long. Do not use the characters < or >. The title for the user. The title is optional and can be up to 40 characters long. The user s department. The department is optional and can be up to 40 characters long. Select the language preference for the user. Language selection is mandatory for all users. Comments you have about the user. Comments are optional and can be up to 127 characters in length. Select the user type. Choose Supervisor/Agent. The login name for the agent in Communication Control Toolkit. The login name must be in the format domain\user. If the domain is configured in the domainname.company.com format, The CCT login name must be entered in the domainname\username format. There must be a two way trust between the User domain and the Contact Center Express voice server domain. Login ID The number that the user enters to log on to the phone. This value is mandatory for all users. For the Communication Server 1000, the log on ID can be a maximum of 16 digits long. Personal DN The directory number where the agent can receive personal calls. The personal DN is optional and can be up to 16 digits long. (1 of 2)

61 User management Variable Telephony/Port Address Value The number of the phone at which the supervisor logs on. This is the phone on which the switch maps the agent keys for agents reporting to this supervisor. The telephony/port address is mandatory for all supervisors, and can be a maximum of 7 digits. User ID The supervisors Contact Center Manager user ID. This is the user ID that the supervisor/agent uses to log on to the Contact Center Manager application. After you save the Contact Center Express user ID, you cannot change it. (2 of 2)

62 User management Adding a senior supervisor Add a senior supervisor in Contact Center Manager. Senior supervisors can create historical reports and monitor real-time reports for all agents and supervisors in the contact center. You can choose a domain account from which to select a senior supervisor account. If you have security enabled in your Contact Center, you can also select the local Security Server to select a user account. You only need to associate a user account when configuring a senior supervisor if security is enabled (i.e. if security is enabled on ICP). If security is not enabled you can just enter any userid and password which gets saved to ADAM on the CCMA server. Use the user ID and password stored in ADAM on Contact Center Manager for senior supervisor log on information. 1 In the Contact Center Manager window, double-click the Contact Center Management component. 2 In the left pane, select the Contact Center Express Voice server. 3 On the menu, click Add, Senior Supervisor. 4 In the right pane, enter the following mandatory information about the supervisor: first name last name login ID 5 Enter optional information about the supervisor (for example, Title or Department). 6 To allow the supervisor to log on to Contact Center Express server, enter a Contact Center Express user ID and password for the senior supervisor. 7 Click Submit to save the new senior supervisor.

63 User management Variable definitions Variable First Name Last Name Title Department Language Comment User Type Login ID Value The first name of the user. The first name is mandatory for all users and can be a maximum of 30 characters long. Do not use the characters < or >. The last name of the user. The last name is mandatory and can be a maximum of 30 characters long. Do not use the characters < or >. The title for the user. The title is optional and can be up to 40 characters long. The user s department. The department is optional and can be up to 40 characters long. Select the language preference for the user. Language selection is mandatory for all users. Comments you have about the user. Comments are optional and can be up to 127 characters in length. Select the user type. Choose Senior Supervisor. The number that the user enters to log on to the phone. This value is mandatory for all users. For the Communication Server 1000, the login ID can be a maximum of 16 digits long. Creating many agents at once Create many agents at once to save time by adding large numbers of agents sequentially. Prerequisites Create and save a comma-separated value (CSV) file containing the unique user details for each new user you are creating. The file must contain the following information for each user (as applicable), in the order shown: Login ID (mandatory for all users) Personal DN Agent type Supervisor telephony port (mandatory when agent type is supervisor, senior supervisor, or supervisor/agent)

64 User management SIP URI SIP terminal 1 In the Contact Center Manager window, double-click the Contact Center Management component. 2 In the left pane, select the Contact Center Express Voice server. 3 On the menu, click View/Edit, Supervisors. 4 In the left pane, select the Express Voice server. 5 Right-click the agent who you want to use as a template, and then click View Agent Details from the resulting shortcut menu. 6 Change common properties for the new users you are creating. For example, you can choose a new language, primary supervisor (if you are creating agents), or a new call presentation class. 7 Beside Import list of agents from, click Browse, and then locate and select the CSV file containing the new user information. 8 After the file appears in the Import list of agents from box, click Submit to create the new users. The system creates the new users and lists agents that can not be added in a new window with the reason for the failure. 9 Fix failed entries in the CSV file, and then try creating the new users again. The system saves the users under the agent that you specified, and the agent icon appears in the system tree. Deleting users Several options are available to delete a user. You can delete supervisors, agents, senior supervisors and supervisor/agents if you are logged on to the Contact Center Manager application as CustAdmin. This procedure lists one possible way. Prerequisites Ensure that the user is logged off.

65 User management Ensure the user is not assigned contacts directly by an application. 1 In the Contact Center Manager window, double-click the Contact Center Management component. 2 In the left pane, select the Contact Center Express Voice server. 3 On the menu, click View/Edit, Supervisors. 4 In the left pane, click the Contact Center Express Voice server. 5 Click the agent s primary supervisor. All agents assigned to the supervisor appear. 6 Right-click the agent to delete, and then click Delete Agent. 7 In the message box that appears asking you to confirm your choice, click Yes.

66 Skillset management In your contact center, you can use the customer administrator (CustAdmin) account to create the skillsets and assign agents to the skillset based on the agent abilities. A skillset is a group of abilities necessary to answer a specific type of contact. Use skillsets to match a caller with the agent who can best meet the caller s needs. Skillsets go out of service automatically, when all agents with the skillset assignment log off or manually, when a supervisor or an administrator changes the Out Of Service Mode in the Skillsets window of the Configuration component. Use the Contact Center Manager to add skillsets and assign agents to the skillsets. Open the Contact Center Management component to assign skillsets. Prerequisites Log on to the Contact Center Manager application as the CustAdmin. See Logging on to Contact Center Manager (page 42). Navigation Adding skillsets (page 67) Deleting skillsets (page 68) Assigning agents to skillsets (page 68)

67 Skillset management Adding skillsets A skillset is the ability or group of abilities necessary to answer a specific type of contact. Skillsets are the basic building blocks of skill-based routing. Skillsets are used to match callers with the agents who can best meet the callers' needs. You can Define the ACD-DN on the switch to which contacts for this skillset are directed if the system is not available. Define the activity code to be assigned as the default activity code for the skillset if you do not want to use system-defined default. Define the Contact Type to assign to this skillset if you do not want to use the default Contact Types. 1 In the Contact Center Manager window, double-click the Contact Center Management component. 2 In the left pane, select the Contact Center Express Voice server. 3 Right-click the server on which you want to add a skillset, and then select Add Skillset. 4 In the Skillset Name box, type a name for the skillset. 5 From the Create the skillset on server list, select the server on which you want to add the skillset. 6 Click Submit.

68 Skillset management Deleting skillsets Delete skillsets that you no longer require to save space in your database. 1 In the Contact Center Manager window, double-click the Contact Center Management component. 2 In the left pane, select the Contact Center Express Voice server. 3 Select the folder containing the skillsets to delete. 4 Right-click the skillset to delete. 5 Click Delete Skillset. 6 In the message box that appears asking you to confirm your choice, click Yes. Assigning agents to skillsets When you immediately assign one or more agents to a skillset without scheduling the assignment, you create an ad hoc assignment. Before you can assign an agent to a skillset, the agent s profile must exist on the server. The number of skillsets you can assign to an agent is limited to In the Contact Center Manager window, double-click the Contact Center Management component. 2 In the left pane, select the Contact Center Express Voice server. 3 On the menu, click View/Edit, Skillsets. 4 In the left pane, click the server on which to work with agents and skillsets. 5 Select a skillset. A list of agents assigned to the skillset appear in the right pane.

69 Skillset management 6 From the Priority list, select the new priority level. 7 To remove the skillset from the agent, select Unassigned. 8 To put the agent in Standby mode for this skillset, select Standby. 9 Click the Assign Agents heading to assign a new agent to this skillset. The search feature appears. 10 To list all agents configured on the selected server (only your reporting agents), click List All. 11 From the search lists, choose the criteria for your search. You can search for agents by first name, last name, department, comment, login ID, or a combination of these criteria. You can also search by current login status (either Logged In or Logged Out). 12 Click Search to return agents matching your criteria in a table. Only agents having the correct contact type for the skillset selected are returned. 13 From the Priority list, select the priority level for each agent to assign to this skillset. 14 To assign multiple agents to the same skillset priority at once, from the Set all Skillsets by priority list, select the priority level, and then click Apply. 15 Click Submit to assign the agents to the skillset. The agents appear in the Assigned Agents table.

70 Bulk data management You can use the Configuration Tool spreadsheets to save time when you configure a new contact center. Instead of entering the data for each resource individually, you can simultaneously upload all configuration data that you entered in the spreadsheet. When you upload the data from the spreadsheet, you can choose to upload all configuration items at once or only a portion. You can only use the Configuration Tool spreadsheets to add data. If you want to modify or delete data, you must use the Configuration component. Prerequisites for bulk data management Log on to the tool. See Logging on to Contact Center Manager (page 42). Ensure you have the correct permissions to work with the required Configuration Tool spreadsheets. Bulk data management procedures The following task flow shows you the sequence of procedures you perform to configure the resources using the configuration tool spreadsheets for the Contact Center Express system. To link to any task, select Bulk data configuration navigation (page 71).

71 Bulk data management Bulk data management procedures Bulk data configuration navigation Downloading the configuration spreadsheets (page 71) Entering and validating data in a Configuration spreadsheet (page 72) Uploading data from a Configuration Tool spreadsheet (page 73) Configuring and acquiring a CDN (Route Point) (page 75) Downloading the configuration spreadsheets Before you upload or download contact center configuration data, you must download the formatted Contact Center Manager Configuration Tool spreadsheet from the Configuration window. You can use these formatted spreadsheets to copy the data from other sources in your network and import the data resources automatically into your Contact Center database. You can also configure the data in the Contact Center Manager tool manually. This step is optional.

72 Bulk data management 1 In the tool, click Configuration. 2 In the Configuration window, on the menu, click Download. 3 Click SIP Spreadsheet. 4 In the File Download dialog box, select the Save this program to disk option. 5 Click OK. 6 In the Save As dialog box, click Save to accept the default file location, or use the navigation buttons in the dialog box to save the file in the folder of your choice. 7 Click Close. 8 Open the folder in which you save the spreadsheet and double-click it. 9 To navigate to the directory of your choice, in the WinZip Self-Extractor dialog box, click Browse. 10 In the WinZip Self-Extractor dialog box, click Unzip. 11 Click Close. Attention: The validation template file and the online Help file must be in the same folder as the spreadsheet. The naming convention for these files is switch name_ct.chm for Help files, and switch name_validation.xml for validation files. Entering and validating data in a Configuration spreadsheet Enter and validate the data in the Configuration spreadsheet to transfer contact center configuration data to Contact Center Express Voice server, instead of using the individual data tables in the Configuration Web interface. The spreadsheet includes a separate worksheet for each configuration item. Prerequisites Download the configuration spreadsheets.

73 Bulk data management 1 Open the Configuration Tool spreadsheet. 2 In the message box, click Enable Macros. 3 Click the tab of the configuration item you want to configure (for example, Call Presentation Classes). 4 Enter the configuration data. If you need help entering values, place your cursor in the column heading cell. A comment appears with information on the types of values allowed, and whether data is mandatory or optional. For more detailed information, click Configuration Tool Help. 5 Save your entries. 6 Verify that the validation template file, <switch name>_validation.xml, is in the same folder as the spreadsheet. The name of your switch is represented by <switch name> in the file names. 7 On the Configuration spreadsheet toolbar, click Data Validation. 8 In the Data Validation - Configuration Tool dialog box, in the Configuration Data area, select the data to validate. You can validate all of the data you entered or a portion of it. 9 Click OK. The application reads all of the entered data and highlights incorrectly formatted or missing values or displays an error message in relevant rows. 10 Correct the data in the Configuration spreadsheet and repeat the validation process. Uploading data from a Configuration Tool spreadsheet After you enter and validate all of your contact center configuration data in the Contact Center Configuration Tool spreadsheet, you can upload the data from the configuration spreadsheets to your Contact Center Express Voice server database using the Contact Center Manager tool.

74 Bulk data management Attention: The uploading of existing and acquired resources reloads these resources in a Not Acquired state and they need to be acquired manually. You cannot add phones, voice ports, or IVR ACD-DNs for SIP. Prerequisites Enter and validate the data in the configuration spreadsheets. 1 Open the configuration spreadsheet containing the entries you made. 2 In the message box that asks if you want to enable all macros, click Enable Macros. 3 Verify that the validation template file, <switch name>_validation.xml, is located in the same folder as the spreadsheet. The name of your switch is represented by <switch name> in the file names. 4 On the spreadsheet toolbar, click CCM Server Upload. 5 Log on to the Contact Center Manager server. 6 In the Data Upload - Configuration Tool dialog box, from the Available Servers list, select the type of data to upload. 7 Click OK. The Upload Status - Configuration Tool dialog box appears. As your data uploads, the Current Status box lists the records that are read. After the upload process is complete, the Summary Status box lists the data that was successfully uploaded, as well as errors that occurred. If there are errors, they also appear in the Status Message column of the spreadsheet. 8 Place your cursor in the Summary Status box. 9 Select all of the text (Ctrl+A). 10 Copy the selected text (Ctrl+C). 11 Open a text editor, such as Notepad, and paste the text you copied. 12 Save the file.

75 Bulk data management Configuring and acquiring a CDN (Route Point) Configure and acquire the CDN (Route Point) on to enable the system to track contacts terminated on it. Prerequisites Configure the CDN (Route Point). 1 In the Contact Center Manager tool, click Configuration. 2 In the left pane, double-click the SIP-enabled Contact Center Express Voice server to which to add the CDN (Route Point). 3 Select the CDNs (Route Points) folder. 4 In the right pane, in the Name box, type the name of the CDN (Route Point) as you want it to appear in reports. 5 In the Number box, type the CDN (Route Point) number. 6 In the URI box, type the type in a value for the Universal Resource Indicator (URI) of the CDN (Route Point) on the SIP server. 7 From the Call Type list, select Local. 8 Click another row of the table to add the CDN (Route Point). 9 Beside the CDN (Route Point) you want to use, select the Acquired check box for the CDN (Route Point). 10 Click another row of the table to acquire the CDN (Route Point). 11 Click Refresh Status to view the current status.

76 Bulk data management Variable definitions Variable Name box Value The name of the CDN (Route Point) as you want it to appear in reports. Valid value: 30-character maximum (no special characters) Number box The number assigned to the CDN (Route Point). This is the number passed to the switch in requests to acquire or deacquire the CDN (Route Point). This number must match the number configured at the switch. Attention: You cannot change a saved CDN (Route Point) number. You must delete the CDN and then recreate it. Valid values: 7-digit maximum Call Type list Attention: This box is applicable only if the networking option is enabled. From the Call Type list, select Local, MCDN Network or DNIS Network. To use the CDN (Route Point) for network calls, select a network option. To use the CDN (Route Point) for local calls, select a local option. Acquired checkbox Attention: You must configure the CDN (Route Point) on the switch and add it on Contact Center Express Voice server before you can acquire it. Select the Acquired check box to acquire or deacquire the CDN (Route Point) and then click Refresh Status to refresh the Status column. If the acquisition is successful, Acquired appears in the Status column. When you successfully deacquire the CDN (Route Point), Not Acquired appears in the Status column. (1 of 2)

77 Bulk data management Variable Status column Value The Status column displays the acquisition status of the CDN (Route Point) or Open Queue CDN (Route Point). When you deacquire the CDN (Route Point), the value Not Acquired appears in this column. Valid values: Not Acquired Acquire Pending Acquired Acquire Failed Deacquire Failed Deacquire Pending The data is read-only. Refresh Status button Click Refresh Status to refresh the status of the resources that you acquire or deacquire. The current status appears in the Status column. (2 of 2)

78 Resource configuration This section outlines procedures to configure and maintain the following resources of a contact center: SIP CDN DNIS Phone Activity Codes Media Server Media Service Prerequisites for resource configuration Log on to the Contact Center Manager application as the customer administrator (CustAdmin). See Logging on to Contact Center Manager (page 42). Navigation Configuring and acquiring a SIP CDN (Route Point) (page 79) Removing a CDN (Route Point) (page 82) Changing CDNs (Route Points) (page 83) Printing CDNs (Route Points) (page 83) Deleting a CDN (Route Point) (page 84) Configuring a DNIS (page 85) Printing DNISs (page 86) Changing a phone (page 87) Printing a list of phones (page 88) Deleting a phone (page 88) Adding activity codes (page 89) Printing activity codes (page 90)

79 Resource configuration Deleting an activity code (page 92) Adding a media server (page 92) Adding a media service (page 93) Associating routes to a media service (page 94) Removing routes from a media service (page 95) Deleting a media service (page 96) Configuring and acquiring a SIP CDN (Route Point) Perform this procedure to configure Contact Center SIP termination addresses. You can enter the CDNs (Route Points) manually, or by using the Configuration Tool spreadsheets. This procedures shows you how to enter a CDN (Route point) manually. If your CDNs (Route Points) are configured, skip steps 2 to 7. 1 In the Contact Center Manager tool, click Configuration. 2 In the left pane, double-click the SIP-enabled Contact Center Express Voice server to which to add the CDN (Route Point). 3 Select the CDNs (Route Points) folder. 4 In the right pane, in the Name box, type the name of the CDN (Route Point) as you want it to appear in reports. 5 In the Number box, type the CDN (Route Point) number. 6 In the URI box, type the type in a value for the Universal Resource Indicator (URI) of the CDN (Route Point) on the SIP server. 7 From the Call Type list, select Local. 8 Click another row of the table to add the CDN (Route Point). 9 Beside the CDN (Route Point) you want to use, select the Acquired check box for the CDN (Route Point). 10 Click another row of the table to acquire the CDN (Route Point). 11 Click Refresh Status to view the current status.

80 Resource configuration

81 Resource configuration Variable definitions Variable Name Value The name of the CDN (Route Point) as you want it to appear in reports. Valid values: Any freeform string that describes the route point, type, or function (for example, IM_sales for an IM route point that handles sales). Number The number assigned to the CDN (Route Point). Attention: You cannot change a saved CDN (Route Point) number. You must delete the CDN and then recreate it. Valid values have a 7-digit maximum. URI The Universal Resource Identifier (URI) of the CDN (Route Point) on the Media Application Server. The URI must equate to the fully qualified SIP address for the CDN (Route Point). Valid values: maximum 255 characters, including numbers, English characters, /, \,?, &, periods, at symbol (@), underscores, and dashes. There is a limit of 60 characters on the value before symbol, of the total 255 characters. For example sip: @sipccocs.com This field is mandatory. You cannot modify the URI of a saved CDN (Route Point). The URI must be unique to URIs currently assigned to other CDNs or agents. Acquired Attention: CDN (Route Point) must exist before you can acquire it. Select the Acquired check box to acquire or deacquire the CDN (Route Point) and then click Refresh Status to refresh the Status column. If the acquisition is successful, Acquired appears in the Status column. When you successfully deacquire the CDN (Route Point), Not Acquired appears in the Status column. (1 of 2)

82 Resource configuration Variable Status Value The Status column displays the acquisition status of the CDN (Route Point) or Open Queue CDN (Route Point). Valid values: Not Acquired Acquire Pending Acquired Acquire Failed Deacquire Failed Deacquire Pending Refresh Status Refresh the status of the resources. The current status appears in the Status column. (2 of 2) Removing a CDN (Route Point) Remove a CDN (Route Point) from the server to stop the system from tracking calls terminated on it. Before you can delete a CDN (Route Point), you must remove it. 1 In the Contact Center Manager application, click Configuration. 2 In the left pane, double-click the server that contains the CDN (Route Point) to remove. 3 Select the CDNs (Route Points) folder. 4 In the right pane, click the applicable tab. For example, to remove an Open Queue CDN (Route Point) select the OpenQueue tab. No tab is available if you delete a SIP CDN (Route Point). 5 Clear the Acquired check box for the CDN (Route Point) to remove. 6 Click another row in the table to remove the CDN (Route Point). The status appears in the Status column. 7 To view the current status, click Refresh Status.

83 Resource configuration Changing CDNs (Route Points) If you need to change CDNs (Route Points), you must follow specific steps to avoid causing service breaks in Contact Center Express Voice server. For example, if you remove a CDN (Route Point) that is currently acquired by Contact Center Express Voice server, you can cause some services to stop processing. This prevents Contact Center Express Voice server from handling calls. 1 Remove the CDN (Route Point) from Contact Center Manager. 2 Delete, add, or make changes to the CDN (Route Point) as necessary. 3 Acquire the CDN (Route Point) on Contact Center Manager. Printing CDNs (Route Points) Perform the following procedure if you want to print CDNs (Route Points). 1 In the Contact Center Manager application, click Configuration. 2 In the left pane, double-click the server that contains the CDN (Route Point) to print. 3 Open the CDNs (Route Points) folder.

84 Resource configuration 4 In the right pane, right-click the CDNs (Route Points) tab. 5 Select Print. 6 In the Print window, select your printing preferences. 7 Click Print. Deleting a CDN (Route Point) Perform the following procedure if you want to delete CDNs (Route Points). Prerequisites Remove the CDN (Route Point). 1 In the Contact Center Manager application, click Configuration. 2 In the left pane, double-click the server that contains the CDN (Route Point) to delete. 3 Open the CDNs (Route Points) folder. 4 In the right pane, click the applicable tab. For example, to delete an Open Queue CDN (Route Point) click the OpenQueue tab. No tab is available if you delete a SIP CDN (Route Point). 5 Select the CDN (Route Point) to delete. 6 Press Delete. 7 In the Confirm Delete message box, click Yes to delete the CDN (Route Point) from the server.

85 Resource configuration Configuring a DNIS A Dialed Number Identification Service (DNIS) is a method by which the system recognizes the phone number that a caller dials. Agents can receive contacts from customers calling in on different DNISs and customize their response according to the DNIS that appears on the phoneset display. Based on the DNIS, the system can direct contacts to a controlled CDN and supply different treatments. You cannot modify a saved DNIS. You can delete a saved DNIS and add a new DNIS. 1 In the Contact Center Manager tool, click Configuration. 2 In the left pane, double-click the server on which to add the DNIS. 3 Select the DNISs folder. 4 In the right pane, select the Local tab. 5 In Name box, type the name of the new DNIS as you want it to appear in reports. 6 In the Number box, type the DNIS number. 7 If you add a DNIS on a SIP-enabled server, in the URI box, type a URI for the DNIS, and then press Tab. Otherwise, proceed to the next step. Attention: The URI must be unique to URIs currently assigned to other DNISs, CDNs, or agents and must not begin with SIP. 8 In the Service Level Threshold box, type the time in seconds within which all contacts coming in on this DNIS are answered or abandoned. This threshold value is used in historical reporting. 9 In the Description box, type the description of the DNIS. For example, type the DNIS prefix. You can use the description to sort, filter, and group individual DNIS numbers in user-created, custom historical reports. 10 Click another row in the grid to save the DNIS.

86 Resource configuration Variable definitions Variable Name Value The name of the DNIS as you want it to appear in reports. Valid values: 30-character maximum (no special characters) Number The number assigned to the DNIS. This is the directory number at which the contact arrives. Attention: You cannot change a saved DNIS. You must delete the DNIS and then recreate it. URI In the URI box, type the Universal Resource Identifier (URI) of the DNIS on the SIP-enabled server. Valid values: maximum 255 characters, including numbers, English characters, /, \,?, &, symbol, underscores, and dashes. This field is mandatory. Once you save the URI, you cannot modify it. The URI must be unique to URIs assigned to other DNISs, CDNs, or agents and must not begin with SIP. Service Level Threshold The service level threshold assigned to the DNIS. This is the time, in seconds, in which all contacts coming through on this DNIS are to be answered or abandoned. Valid values: 4-digit maximum Description The description of the DNIS number. For example, type a DNIS prefix, such as You can use this description to sort, to filter and to group individual DNIS numbers in user-created custom reports. Valid values: maximum 16 characters Printing DNISs Complete the following procedure if you want to print DNISs.

87 Resource configuration 1 In the Contact Center Manager tool, click Configuration. 2 In the left pane, double-click the server that contains the DNISs to print. 3 Select the folder. 4 In the right pane, right-click the DNISs tab. 5 Select Print. 6 In the Print window, select your printing preferences. 7 Click Print. Changing a phone Change a phone if you want to edit the phone properties. 1 In the Contact Center Manager application, click Configuration. 2 In the left pane, double-click the server that contains the phonesets to change. 3 Select the Phonesets and Voice ports folder. 4 In the right pane, select the phone that you want to edit. 5 Clear the Acquired? check box. 6 Make changes to the phone. 7 Select the Acquired? check box. 8 If necessary, click Refresh Status to activate the changes.

88 Resource configuration Printing a list of phones Complete the following procedure if you want to print a list of phones. 1 In the Contact Center Manager application, click Configuration. 2 In the left pane, double-click the server that contains the phonesets to print. 3 Select the Phonesets and Voice Ports folder. 4 In the right pane, right-click the Phonesets and Voice Ports tab. 5 Select Print. 6 In the Print window, select your printing preferences. 7 Click Print. Deleting a phone Complete the following procedure if you want to delete a phoneset from the server. 1 In the Contact Center Manager application, click Configuration. 2 In the left pane, double-click the server to which to add the phoneset or voice port. 3 Select the Phonesets and Voice Ports folder. 4 Highlight the phone that you want to delete. 5 Press Delete. 6 In the Confirm Delete -- Web Page Dialog window, click Yes.

89 Resource configuration Adding activity codes Configure activity codes for agents to enter on their phoneset to track the amount of time spent on specific activities or service areas or to track Not Ready reasons. Agents can enter up to three activity codes during a single contact. If the agent enters no activity code, the contact defaults to the system default activity code. You cannot overwrite the following default activity codes: activity code 000 (Not_Ready_Default_Reason_Code) activity code 00 (Skillset_Default_Activity_Code) activity code 0 (System_Default_Activity_Code) A default activity code is assigned to a contact if the contact is not queued to a skillset and if no other activity code is assigned. You add Not Ready reason codes in the same way as you add activity codes, except you must use a different range of numbers to distinguish the Not Ready reason codes from the other activity codes. 1 In the Contact Center Manager application, click Configuration. 2 In the system tree, double-click the server on which you want to add the activity code. The server expands to reveal its resources. 3 Select the Activity Codes folder. 4 In the Activity Codes table, in Name box, type the name of the new activity code. 5 In the Number box, type the activity code number. 6 In the Display Name box, type name of the new activity code as you want it to appear in reports. 7 Click another row in the grid to save your changes.

90 Resource configuration Variable definitions Variable Name Value The name assigned to the activity code. Valid values: 30-character maximum (no special characters) Number The number assigned to the activity code. This is the number that agents enter on their phonesets to assign this activity code to a contact. Valid values: 32-digit maximum Attention: You cannot change the activity code number once you save the activity code. To change the activity code number, delete the activity code, and create a new activity code. Display Name The description corresponding to the Not Ready Reason code. This description appears in custom private real-time displays when agents press the Not Ready key and then enter a Not Ready Reason Code on their phoneset. Some examples of Not Ready Reason descriptions are Lunch and Break. Valid values: maximum 30 characters Printing activity codes Complete the following procedure if you want to print activity codes. 1 In the Contact Center Manager application, click Configuration. 2 In the left pane, double-click the server that contains the activity codes to print. 3 Select the folder. 4 In the right pane, right-click the Activity codes tab. 5 Select Print. 6 In the Print window, select your printing preferences.

91 Resource configuration 7 Click Print.

92 Resource configuration Deleting an activity code Delete an activity code that you no longer require. Prerequisites Configure at least one activity code. 1 In the Contact Center Manager application, click Configuration. 2 In the system tree, double-click the server containing the activity code to delete. The server expands to reveal its resources. 3 Select the Activity Codes folder. 4 In the right pane, highlight the activity code to delete. 5 Press Delete. 6 On the Confirm Delete message box, click Yes. Adding a media server Add a media server to configure the Media Application Server (MAS) for a SIP-enabled contact center. 1 In the Contact Center Manager application, click Configuration. 2 In the left pane, double-click the server to which to add a media server. The server expands to reveal its resources. 3 Select the Media Servers folder. 4 In the right pane, in the Name box, type the MAS name.

93 Resource configuration Nortel recommends that you use the MAS network name. 5 In the IP address/fqdn box, type the IP address or the fully qualified domain name (FQDN) of the MAS. 6 In the Port Number box, type 5070 for the SIP transport port number. 7 From the Transport list, select the transport type. The default transport type is UDP. Select this transport type for the Nortel MAS. 8 Select the Enable check box. 9 Click another row in the grid to save your changes. Adding a media service You can configure media services to which contacts are routed from within a script to receive various media treatments. Media services are, in effect, SIP addresses. You cannot modify or delete the following default media services: Dialog DIALOG (for IVR and default voicexml services Announcement ANNC (for RAN, Music, and Tones) Space CONF (for Conversation Space) Prerequisites You must configure the default SIP Addresses for the default media services using the Contact Center Manager Server Utility. Log on to Contact Center Manager as an administrator. Add a Media Application Server. See Adding a media server (page 92). 1 In the left pane, select the SIP-enabled server on which to add the media server. The server expands to reveal its resources. 2 Select the Media Services and Routes folder.

94 Resource configuration 3 In the right pane, in the Service Name box, type a name for the media service. 4 In the Treatment Address box, type a treatment address. 5 Click another row in the table to save the changes. Variable definitions Variable Service Name box Treatment Address box Use Proxy Server check box Available Media Servers list box Selected Media Servers list Rank arrow buttons Submit button Value The name for the media service. There are three standard media services: dialog, announcement and CSpace. You cannot delete these media services. The address used when routing contacts to a particular treatment. The address can be up to 255 characters. If you select the Use Proxy Server check box, the Contact Center Express Voice server routes all contacts through the proxy server. When selected, the Available Media Servers box is disabled. When using a proxy server no other routing options exist. The list of media servers configured in the Media Servers window. A subset of the media servers configured previously. This is the list of servers that are considered in a routing decision. Use the Rank arrow buttons to change the order of the Media Servers. Click Submit to save your changes. Associating routes to a media service Complete this procedure to associate a route to a media service. Prerequisites Add at least one Media Application Server (route). See Adding a media server (page 92).

95 Resource configuration 1 In the Contact Center Manager application, click Configuration. 2 In the left pane, select a SIP-enabled server. The server expands to reveal its resources. 3 Select the Media Services and Routes folder. 4 On the Media Services & Routes table, select a media service. 5 From the Available Media Servers list, select a route to associate with the selected media service. 6 To associate a media service with the proxy address, select the Use Proxy Server check box and proceed to step 9. 7 Click the right arrow (>). The route moves to the Selected Media Servers list. 8 To select all Media Application Servers from the Available Media Servers list, click the double right arrow (>>). 9 Repeat step 5 to step 8 until you select all of the routes to associate with the selected media service. 10 Use the up and down Rank arrows to order the selected routes. Removing routes from a media service Complete this procedure to remove routes from a media service. 1 In the Contact Center Manager application, click Configuration. 2 In the left pane, double-click the SIP-enabled server to which to remove a route from a media service. The server expands to reveal its resources.

96 Resource configuration 3 Select the Media Services and Routes folder. 4 On the Media Services & Routes table, select a media service. The Media Application Servers associated with that media service appear in the Selected Media Servers list. 5 Click the left arrow (<). The route moves to the Available Media Servers list. 6 To select all media servers from the Selected Media Servers list, click the double left arrow (<<). Deleting a media service Complete this procedure to delete a media service. Prerequisites Remove routes associated to the media service. See Removing routes from a media service (page 95). 1 In the Contact Center Manager application, click Configuration. 2 In the left pane, select the SIP enabled server on which to delete the media service. 3 Select the Media Services and Routes folder. 4 In the right pane, select the media service to delete. 5 Press Delete. 6 In the message box that appears asking you to confirm your choice, click OK. The media service is deleted.

97 Reporting management The Real-Time Reporting displays provide you with up-to-date statistics for your contact center and its resources. With access to statistics that update in real time, such as the number of calls waiting to be answered, the number of agents assigned to each skillset, and the number of calls being abandoned, you can view changes in call activity as they occur. If you still require the historical data from the Symposium Express Contact Center 4.2 (SECC) after you configure the Contact Center Express 7.0, Nortel recommends that you continue to run the SECC 4.2 server with Express clients that contain user created reports. You cannot report the historical data from the Contact Center Express 7.0 system. Nortel also recommends that you reconfigure important report schedules that are running on your SECC 4.2 on the Express Voice server. Predefined access classes and partitions support four user roles: Web Administrator, Customer Administrator, Senior Supervisor, and Supervisor. You can use one of these four classes to report your Contact Center Express statistics. Navigation Creating custom real-time displays (page 97) Creating user-defined historical reports (page 98) Creating custom real-time displays Complete this procedure to customize real-time displays. Prerequisites Ensure that you have access to the Real-Time Reporting component and associated access class elements.

98 Reporting management 1 Log on to Contact Center Manager. 2 On the launchpad, click Real-Time Reporting. 3 In the left pane, click the Contact Center Express Voice server. 4 Select the Public Tabular Displays folder. 5 From the expanded Public Tabular Displays folder, select the display to copy. 6 In the Public Display window, type the name of your new private display. You can use alphanumeric characters only in the display name; do not use special characters. When you copy a display, the system gives the new display a default name in the format [server name]_[display name]. Since each private display must have a unique name, you must type a new name if you saved a private display with the same default name. 7 To save the display in the Private Tabular Displays folder, click Make Private Copy. 8 On the Properties page, you can change the colors, font size, and the refresh rate. Creating user-defined historical reports You can create custom reports by changing existing public, shared, or private report templates to suit your needs and saving them in your Group or Private Report Templates folders. If you do not want to use an existing report as the basis for your custom report, you must create an entirely new report in the Crystal Reports application and import it into the Contact Center Manager Historical Reporting application. Prerequisites Ensure that you have access to the folder that contains the report you want to use.

99 Reporting management 1 Log on to Contact Center Manager. 2 On the launchpad, click Historical Reporting. The Historical Reporting window appears. 3 In the left pane, select the server on which you want to create the report. 4 Browse to the folder that contains the report template that you want to use. 5 Click the report to change. 6 In the right pane, click the following headings: Selection criteria Data range Schedule. 7 Click Report Details. 8 In the Report Title box, type the name that you want to appear at the top of the generated report. If you do not type a new report title, the default title in this box appears at the top of the generated report. Attention: If you save multiple copies of the same public report in your Group or Private report templates folders, change the report title to distinguish between reports when you generate them. If you do not change the report title, all copies of the same public report have the same standard title when you generate the reports. 9 In the Save As box, type the new report name. This is the name that appears on the system tree. Attention: If you choose a Public report template as the basis for your custom report, to save new properties that you enter, you must type a new name in the Save As box and specify whether to save it in your Private or Group folder. If you use an existing private or shared template as the basis for your custom report, you can choose to make a copy of the report by changing the report name in the Save As box, or you can leave the report name and overwrite the existing template with changes that you make. 10 From the Location list, select the save location for your custom report. You can choose between your Private and Group folders (if you have access to a group folder). 11 Optionally, in the Comment box, type comments for the report. 12 From the Time Zone list, select the time zone in which you want to define the data range for this report, or accept the default time shown (the system

100 Reporting management defaults to the Contact Center Express Voice server time zone). The data range is always based on Contact Center Express Voice server time because the data is stored in the server. Therefore, the system always converts the data range times that you enter to Contact Center Express Voice server time. For more information about time zones, see Time zones and Historical Reporting. 13 Click Save Report to save your changes. The report appears in the Group or Private Report Templates folder on the server that you selected.

101 Emergency Help Use Emergency Help to monitor whether the agents configured on the server require your assistance. You can simultaneously open an Emergency Help display for each server to which you have access. You can keep the displays open on your desktop, or you can minimize the displays to continue working in Contact Center Manager. When an agent presses the Emergency key, the minimized Emergency Help display for the corresponding server automatically opens on your desktop. For each agent who presses the Emergency key, one line of data appears in the Emergency Help display. The display shows information about the agent, including the agent s name, location, and time when the agent pressed the Emergency key. Agents can press the Emergency key when they require assistance from the supervisor, for example, if the caller is abusive. Contact Center Express enables you to activate and deactivate the Emergency key anytime in Contact Center Manager. The Emergency key is accessible on all pages in Contact Center Manager. Navigation Starting the Emergency Help display (page 102) Printing an Emergency Help display (page 102) Exporting an Emergency Help display (page 102) Viewing an exported Emergency Help display (page 103) Deleting an exported Emergency Help display (page 103)

102 Emergency Help Starting the Emergency Help display Start the Emergency Help display for the server of your choice to monitor whether the agents configured on the server require your assistance. You can activate and deactivate an Emergency Help for each server to which you have access at anytime. When an agent activates the Emergency key, Emergency Help display changes to green, and to red when deactivated. 1 Log on to Contact Center Manager. 2 On the Launchpad, click Emergency Help. Printing an Emergency Help display Complete this procedure to print an Emergency Help display. 1 In the Emergency Help display, click Print. Exporting an Emergency Help display You can export a snapshot of an Emergency Help display to the application server for future reference. The system saves the snapshot data as HTML files with a name containing your user name, a prefix relating to the type of display that you are exporting, and the date and time when you exported the data.

103 Emergency Help 1 In the Emergency Help display, click Export. A message box appears, informing you of the HTML file name that you exported. 2 To view the exported display, click View. Viewing an exported Emergency Help display View an exported Emergency Help display to view a snapshot of an Emergency Help display that you exported as an HTML file to the Contact Center Manager server. 1 In the Emergency Help display, on the menu, click Displays, Manage Exported Displays. 2 On the Exported Displays dialog box, from the list of HTML files, click the file to view. The snapshot of the Emergency Help display appears in a separate Internet Explorer window. Deleting an exported Emergency Help display You can delete from the Contact Center Manager server Emergency Help displays that you exported as HTML files.

104 Emergency Help 1 On the menu, click Displays, Manage Exported Displays. 2 In the Exported Displays section, from the list of HTML files, select the check box for each file to delete. 3 Click Delete to remove the selected files from the Contact Center Manager server.

105 Variable configuration Before or after you create your Contact Center applications, you can create the variables you plan to use for your system. Create variables in the Scripting configuration window of Contact Center Manager. This chapter explains how you can create and assign values to variables, how to change the values of variables, and how to delete variables. It also describes how you create and remove variables in the Service Creation Environment. Script variables and script variable values are case sensitive. Variables are user-defined words that you can insert in an application in place of a value or a list or range of values. Three types of variables are available: Global variables are constants that you can use in an application. Call variables have a value that can change for each contact. These variables follow the contact through the system and pass from one application to another with the contact. Wild variables are integer call variables that encounter a READVAR/ SAVEVAR command. Other applications use the value of the wild variable in other applications to run additional commands. Some variables can have a list or range of values instead of only a single value. For example, you can create a variable for holidays that includes all holidays for the year. Variables with sets of values can include up to 100 items. Item class variables must have a single value. You must use sets with global variables rather than call variables because the ASSIGN statement supports assigning values only to an item and not to a set. The following table lists the types of variables you can use in your applications.

106 Variable configuration Variable definitions for contacts Data type Class allowed Leading zero allowed Valid value Example AGENT ID Item or set Yes list of agents Smith, John (453) BOOLEAN Item No True or False True CDN Item or set No 1 7 digits abc123 CLID Item or set Yes 1 32 digits CONTACT TYPE Item No String values Voice DATE Item or set No <mm>/<dd> 9/1 DAY Item or set No Monday to Sunday Tuesday DAY OF MONTH Item or set No DN Item or set Yes 1 32 digits (negative numbers are not allowed) DNIS Item or set No 1 7 digits 3400 INTEGER Item No Number from to LANGUAGE Item No French, German, English, Spanish, Portuguese, Chinese, Japanese French LOC Item or set Yes three-digit string 123 MONTH Item or set No January to December March MUSIC Item No music route PRIORITY Item No numbers RAN Item No RAN route, ROUTE NUMBER Item or set Yes route number, SECONDS Item No SKILLSET Item or set No list of skillsets French_sales STRING Item No 1 80 characters Log message TIME Item or set No 0:00 to 23:59 11:15 TREATMENT Item Yes 1 7 digit string WILDCLID Item or set No 1- to 32-digit number containing or placeholder? symbols 416@ or 41?

107 Variable configuration The variables in the Contact Center view represent the variables you configure in the Script Variables list of the Contact Center Manager application. Prerequisites to variable configuration Create all system resources such as RAN routes, music routes, voice ports, call treatments, and CDNs in the Contact Center Manager application. Create all agents and skillsets. Navigation Starting the Script Variables tool (page 107) Creating variables with one value (page 108) Creating variables with multiple values (page 111) Removing a value from a set (page 114) Checking variables for referencing applications (page 115) Changing a variable property (page 117) Copying variable properties (page 118) Deleting a variable from Contact Center Express Voice server (page 119) Printing the variables to a file (page 119) Printing a variable to a printer (page 121) Changing the properties of a variable (page 122) Starting the Script Variables tool Start the Script Variables tool to list the application variables on your system. You can also create or delete an application variable. 1 Log on to the Contact Center Manager Server. 2 In an Internet Explorer window, type 3 Use your administrator logon ID and password to start the application.

108 Variable configuration 4 Click Scripting. 5 In the Scripting window, expand the system tree. 6 In the system tree, click your Contact Center Manager Server. 7 Click Script Variables. The system tree in the left pane expands to show all types of variables. The right pane shows an alphabetical list of all variables. In the Script Variables grid, you can sort all columns by clicking on the column header. Creating variables with one value Create application variables with a single value in Contact Center Manager before you begin to create applications. Prerequisites Create all system resources such as RAN routes, music routes, voice ports, call treatments, and CDNs. For more information about setting up the system resources, see Nortel Contact Center Configuration CS1000 Integration (NN ). Create all agents and skillsets. For more information about setting up the skillsets and agents, see (NN ). Start the Scripting Variables tool. Understand the variable types you create. 1 In the Scripting window, expand the system tree. 2 In the system tree, click your Contact Center Manager Server. 3 Click Script Variables. The system tree in the left pane expands to show all types of variables. The right pane shows an alphabetical list of all variables. In the Script Variables grid, you can sort all columns by clicking on the column header. 4 In the left pane of the Script Variables window, right-click the type of variable you want to create, and then click New.

109 Variable configuration 5 In the right pane, expand Script Variable Properties to minimize the list of variables. 6 Click Script Variable Properties. 7 Click the General tab. 8 In the Name box, type the name of the variable. 9 Select Global Variable or Call Variable. 10 Click the Attribute tab. 11 In the Type list, choose the type of variable. 12 If the Class list appears, select Item. 13 In the Value box, type the value you want to assign to the variable. 14 Click Submit.

110 Variable configuration Variable definitions Variable Name Value The name of the variable, which must adhere to the following guidelines: must be unique cannot be the same as skillset names, language keywords, or intrinsics must begin with a letter and cannot contain spaces must contain valid characters A to Z, a to z, 0 to 9 and underscore (_) must use generic names to reuse the variables in other must include information about the variable type in the variable name Global or Call Variable The type of variable. Undefined: Variables that are not defined. Global variable: Variables that you can use in an application on the system. Call variable: Variables for which the value can change for each contact. Type Value The data type of the variable. Possible data types include ACD, AGENT_ID, BOOLEAN. For a complete list of variable types, see Variable definitions for contacts (page 106). The single value (item) for the variable. The values depend on the data type of the variable. Example Creating variables with one value 1 In the left pane or the Script Variables window, right-click Script Variables, and then click New. 2 In the right pane, click Script Variables to minimize the list of script variables. 3 Click Script Variable Properties. 4 Click the General tab.

111 Variable configuration 5 In the Name box, type priority_call. 6 Select Call Variable. 7 Click the Attribute tab. 8 In the Type box, choose Priority. 9 In the Value box, type a priority value from 1 to Click Submit. Creating variables with multiple values Create variables with multiple values in Contact Center Manager before you begin to create applications. Prerequisites Create all system resources such as RAN routes, music routes, voice ports, call treatments, and CDNs. For more information about setting up the system resources, see Nortel Contact Center Configuration CS1000 Integration (NN ). Create all agents and skillsets. For more information about setting up the agents and skillsets, see (NN ). If you plan to create voice segment variables, create the voice segments. Start the Scripting Variables tool. Understand the variable types you create. 1 Open the Contact Center Manager application, and click Scripting. 2 In the Scripting window, expand the system tree. 3 In the system tree, click your Contact Center Manager Server. 4 Click Script Variables.

112 Variable configuration The system tree in the left pane expands to show all types of variables. The right pane shows an alphabetical list of all variables. In the Script Variables grid, you can sort all columns by clicking on the column header. 5 In the left pane of the Script Variables window, right-click the type of variable you want to create, and then click New. 6 In the right pane, expand Script Variable Properties to minimize the list of variables. 7 Click Script Variable Properties. 8 Click the General tab. 9 In the Name box, type the name of the variable. 10 Select Global Variable. 11 Click the Attribute tab. 12 In the Type list, choose the type of variable. 13 In the Class list, select Set. 14 In the Value box, select the beginning of the range of values. 15 In the To box, select the end of the range of values. OR You can add a contiguous range of values by typing the first value in the Value box, followed by two decimals (..) and the last value. 16 Click Add One or Add Range. 17 Click Submit.

113 Variable configuration Variable definitions Variable Name Value The name of the variable, which must adhere to the following guidelines: must be unique cannot be the same as skillset names, language keywords, or intrinsics must begin with a letter and cannot contain spaces must contain valid characters A to Z, a to z, 0 to 9 and underscore (_) must use generic names to reuse the variables in other applications must include information about the variable type in the variable name Global variable Type Value Add One or Add Range Variables that you can use in an application on the system. The data type of the variable. Possible data types include ACD, AGENT_ID, BOOLEAN. For a complete list of variable types, see Variable definitions for contacts (page 106). The single value (item) for the variable. The values depend on the data type of the variable. Select Add One or Add Range to indicate whether you want to add the value in the To box or the group of values from the Value box to the To box. You can also specify a continuous range (such as for time of day) by typing two decimals (..) between two values. For example, 12:00..15:00. Example of creating a variable with multiple values 1 Open the Contact Center Manager application, and click Scripting. 2 In the left pane or the Script Variables window, right-click Script Variables and then click New. 3 In the right pane, click Script Variables to minimize the list of script variables. 4 Click Script Variable Properties. 5 Click the General tab.

114 Variable configuration 6 In the Name box, type business_days_gv. 7 Select Global Variable. 8 Click the Attribute tab. 9 In the Type list, choose DAY. 10 In the Class list, select Set. 11 In the Value box, type Monday. 12 In the To box, type Friday. 13 Click Add Range. 14 Click Submit. Removing a value from a set Remove a value from a list or range of values for a variable to avoid assigning one or more values to the variable when you use it in an application. Prerequisites Know which value you are removing. Start the Script Variables tool. 1 Open the Contact Center Manager application, and click Scripting. 2 In the Scripting window, expand the system tree. 3 In the system tree, click your Contact Center Express Voice server. 4 Click Script Variables. The system tree in the left pane expands to show all types of variables. The right pane shows an alphabetical list of all variables. In the Script Variables grid, you can sort all columns by clicking on the column header. 5 In the Script Variables window, select the script variable from which you want to remove a value. 6 Click Script Variable Properties.

115 Variable configuration 7 In the Script Variable Properties property sheet, click the Attribute tab. 8 Under List of Values, select the row of the value you want to remove. 9 Click Remove. 10 Click Submit. Checking variables for referencing applications Check the variable to see if an active application references it. If an active application does not reference the variable, you can change the value of the variable, rename it, or delete it. To change the properties of a variable and the variable appears in an application, you can deactivate the application or remove the reference to the variable from the referencing application. Prerequisites Start the Script Variables tool. 1 In the Scripting window, expand the system tree. 2 In the system tree, click your Contact Center Manager Server. 3 Click Script Variables. The system tree in the left pane expands to show all types of variables. The right pane shows an alphabetical list of all variables. In the Script Variables grid, you can sort all columns by clicking on the column header. 4 In the left pane of the Script Variables window, select the script variable that you want to check. 5 In the right pane, click Script Variable Properties. 6 Under Referencing Scripts, determine which scripts use the variable. 7 View the Script Variable Properties to determine if you can change the variable properties. 8 Click Save.

116 Variable configuration

117 Variable configuration Changing a variable property Change a variable property such as the description, the class, the value, or the list of values to accurately define the variable you use in your applications. You cannot change the variable type. To change the variable type, you must delete the variable and create a new one. Prerequisites Ensure that the variable is referenced by no active applications. See Checking variables for referencing applications (page 115). Start the Script Variables tool. 1 In the Scripting window, expand the system tree. 2 In the system tree, click your Contact Center Manager Server. 3 Click Script Variables. The system tree in the left pane expands to show all types of variables. The right pane shows an alphabetical list of all variables. In the Script Variables grid, you can sort all columns by clicking on the column header. 4 In the Script Variables window, select the script variable that you want to change. 5 Click Script Variable Properties. 6 In the Script Variable Properties property sheet, change the information in the Comment, Class, and Value fields as required. 7 Click Submit. Variable definitions Variable Comment Class Value Value Variable description. Variable class. The class indicates whether the variable has a single value (item) or a list or range of values (set). Variable value.

118 Variable configuration Copying variable properties Copy variable properties from one variable to another to create a new application variable. Prerequisites Start the Script Variables tool. 1 In the Scripting window, expand the system tree. 2 In the system tree, click your Contact Center Express Voice server. 3 Click Script Variables. The system tree in the left pane expands to show all types of variables. The right pane shows an alphabetical list of all variables. In the Script Variables grid, you can sort all columns by clicking on the column header. 4 In the Script Variables window, right-click the script variable that you want to copy. OR In the Script Variables grid, select the row for the script variable you want to copy and right-click the row. 5 Select Copy. 6 In the right pane, click Script Variables. 7 Click Script Variable Properties. 8 In the Name box, type the name of the variable. 9 Click the Attribute tab. 10 Change the values in the Attribute tab as required. 11 Click Submit. Variable definitions Variable Name Value Variable name.

119 Variable configuration Deleting a variable from Contact Center Express Voice server Delete a variable from Contact Center Express Voice server to remove it from the system because you need to change the type, or because you do not require the variable. You cannot delete the variable within the Service Creation Environment. Prerequisites Ensure that an active application does not reference the variable. Start the Script Variables tool. 1 In the Scripting window, expand the system tree. 2 In the system tree, click your Contact Center Express Voice server. 3 Click Script Variables. The system tree in the left pane expands to show all types of script variables. The right pane shows an alphabetical list of all script variables. In the Script Variables grid, you can sort all columns by clicking on the column header. 4 In the Script Variables window, right-click the variable to delete. OR In the Script Variables grid, select the row and right-click the variable to delete. 5 Click Delete. 6 In the Confirm Delete message box, click Yes. Printing the variables to a file Print the variables to a file to have a permanent summary of the variables available for your applications. Prerequisites Start the Script Variables tool.

120 Variable configuration 1 In the Scripting window, expand the system tree. 2 In the system tree, click your Contact Center Express Voice server. 3 Click Script Variables. The system tree in the left pane expands to show all types of script variables. The right pane shows an alphabetical list of all script variables. In the Script Variables grid, you can sort all columns by clicking on the column header. 4 In the Script Variables window, right-click the Script Variables tree value. You can choose all of the script variables, or only one type. OR Select the row for the variable you want to save to a file, and right-click the row. 5 Click Print Preview. 6 In the Crystal Reports viewer, click the Export Report icon. The Export Report icon is the icon that appears like an arrow into an envelope on the top left-hand side of the window. 7 In the Export Report dialog box, in the File Format list, select the application to export the variables. 8 In the Page Range box, select whether to export all pages or a specific page. 9 In the File name box, type the name of the file to which the variables are exported. OR Click Browse to select the path for the file. 10 Click OK.

121 Variable configuration Variable definitions Variable File Format Value The name of the software application to view the exported report of variables. You can choose from the following applications: Crystal Reports Microsoft Excel Microsoft Excel (data only) Microsoft Word Rich Text Format Adobe Acrobat (PDF) Page Range File name The collection of pages that are exported to the file. You can choose All, or you can specify a range of page numbers. The name of the file in which the exported variables are saved. Printing a variable to a printer Print the variables to a printer to have a written summary of the variables available for your applications. Prerequisites Start the Script Variables tool. 1 In the Scripting window, expand the system tree. 2 In the system tree, click your Contact Center Express Voice server. 3 Click Script Variables. The system tree in the left pane expands to show all types of script variables. The right pane shows an alphabetical list of all script variables. In the Script Variables grid, you can sort all columns by clicking on the column header.

122 Variable configuration 4 In the Script Variables window, right-click the Script Variables tree value. You can choose the script variables or only one type. OR Select the row of the script variable you want to print, and then right-click the row. 5 Select Print Preview. 6 Click the Print Report icon. 7 In the Select Printer box, choose your printer. 8 Select the Page Range for the variables. 9 Click Print. Variable definitions Variable Select Printer Value The list of printers connected to your local computer. Changing the properties of a variable Change the properties of a variable. You can change the name, update the value of the variable, assign more variables, add comments about the variable, or change the variable type to meet the requirements of your application. If you change the name of the variable, the new name is not updated in the script or flow applications that already use the old variable name. You must update the variable name where it is used. 1 From the Contact Center Express Voice server name, expand Application Variables. 2 Select the variable you want to change. 3 Right-click, and then click Modify.

123 Variable configuration 4 Change the variable. 5 Click OK.

124 Contact routing configuration Use the Service Creation Environment (SCE) to create applications. Applications contain instructions that determine the sequence of steps that a contact follows after arriving at Contact Center Manager. These steps can include call treatments (such as music or ringback), call routing (such as skillbased routing), or caller interaction (entering account numbers). Applications perform two major functions: they define the path a contact follows, and they provide treatments to a contact as the contact navigates Contact Center Manager. You can also use the applications to track and record information about each step in the progress of a contact, and use this information to analyze how your contact center functions to improve service. To create effective applications, you must understand the objectives of the contact center. Generally, a contact center has three major objectives: Maximize contact center efficiency: agents process contacts that they are best prepared to deal with based on the requirements (information, media) of the contact. Maximize user satisfaction: route contacts to a qualified agent immediately to improve the wait time, or provide feedback to the caller. Analyze your contact center performance, and decide how to improve service: store contact information in a database to report contact center functionality. Two default applications are prepared for your voice and multimedia contacts. These default applications, SimpleGreeting and MultimediaFlow, require very limited configuration for your contact center to route contacts. Specific applications run when certain types of contacts enter Contact Center Manager. The contact center administrator chooses a skillset and mailbox for each contact based on the incoming contact routes (CDNs, DNIS, or CLID). These applications must determine the contact requirements (skillsets and mailboxes) and routes the contacts to an agent who can deal effectively with these requirements. As an application designer, you must write the applications to ensure that contacts are routed to qualified agents as quickly as possible. An agent does not always immediately answer a contact.

125 Contact routing configuration However, you can provide treatments to the voice contacts while they wait in a queue. These treatments can tell callers the estimated amount of time before their call is answered or play music to callers while they wait. Prerequisites to contact routing Understand the types of contacts you receive in your contact center. Contact routing procedures This task flow shows you the sequence of procedures you perform to configure contact routing in your Contact Center Express environment. To link to a procedure, click on Contact routing navigation (page 126).

126 Contact routing configuration Contact routing procedures Contact routing navigation Downloading the most recent Service Creation Environment (page 127)

127 Contact routing configuration Opening the Service Creation Environment (page 128) Using a default application (page 129) Adding new prompts (page 129) Creating an application (page 131) Customizing an application (page 132) Changing the appearance of your application (page 133) Saving an application (page 135) Configuring contact routes (page 135) Testing global ceiling (page 137) Testing emergency help (page 138) Testing default routing (page 138) Downloading the most recent Service Creation Environment Download the most recent Service Creation Environment to your Contact Center Manager client to ensure that you are working with the most recent version of the software. Prerequisites Download the most recent version of the Service Creation Environment.msi file to your Contact Center Manager server. 1 Open the Contact Center Manger browser. 2 Log on to the Contact Center Manager application as a user with scripting access. 3 Click Scripting. 4 Choose Service Creation Environment, Launch Service Creation. 5 If prompted to download the Service Creation Environment, click OK. 6 In the File Download - Security Warning message dialog box, click Run. 7 In the Installation Welcome window, click Next.

128 Contact routing configuration 8 In the Customer Information window, type a User Name and Organization Name in the appropriate boxes. 9 Under Install this application for, select the option for your installation. 10 Click Next. 11 In the Destination Folder window, select the installation folder for the Service Creation Environment. 12 Click Next. 13 In the Ready to Install the Program window, click Install. 14 After the installation is complete, click Finish. Opening the Service Creation Environment Open the Service Creation Environment to configure the routing in your Contact Center Express voice or multimedia environment. 1 Open the Contact Center Manger browser. 2 Log on to the Contact Center Manager application as a user with scripting access. 3 Click Scripting. 4 Click the Service Creation Environment menu, click Launch Service Creation Environment.

129 Contact routing configuration Using a default application Use one of the three default applications to instantly access contact routing in your contact center: An application for routing any contact is called the Contact Router. No configuration is required to use this default application. A SimpleGreeting application. This application requires minimal configuration to ensure it routes contacts correctly. An application for routing Multimedia contacts. You cannot customize the Multimedia default application. Use this procedure if you want to modify the SimpleGreeting application for your contact center. You can see detailed information about the application after the procedure. Prerequisites Start the Service Creation Environment. Ensure that the High Priority Skillset in Service and Low Priority Skillset in Service skillsets are in service. 1 In the Contact Center pane, select your Contact Center Manager Server name. 2 Expand Applications. 3 Select the SimpleGreeting application. 4 Configure the default skillset as the skillset to which you want to send the incoming calls in your contact center. Attention: You must change the skillset for the High Priority Queue block and the Low Priority Queue block. The skillsets you choose must be in service. Adding new prompts Add or update the prompts you can use for your Contact Center applications.

130 Contact routing configuration Prerequisites Install Contact Center Express on the server. Identify the prompt or music file you want to create or modify. Configure the content namespace and know the name of your content namespace (the same name as the SIP domain). 1 Obtain the default prompts from the recording studio. OR Create a the.wav files that you want to use to play to callers. The recordings must be saved as Linear Mono 16 Bit PCM sampled at 8KHz. 2 Create a folder on the Express Voice server with the same name as the SIP domain. 3 Create a subfolder with the same name as the MS Locale. For example, use en_us. To get the local subscriber settings go to Start, Programs, Nortel, Contact Center, Manager Server, Server Configuration, Local Subscriber. 4 Copy the newly recordered.wav files into that folder. 5 Zip the contents of the SIP domain folder. 6 Log on to the Element Manager. 7 Click Tools, Media Management. 8 Under Media Management, select the name of your content namespace. 9 Select Browse. 10 Select the Content Group with the name of your MS Locale. 11 Click More s. 12 Select Batch File Provision. 13 Browse to the zip file of your recorded.wav files. 14 Select Upload. 15 To incorporate a voice prompt in your application, open the Service Creation Environment, and the application where you want to change the prompt. 16 Open the IVR block and type the name of the new prompt (.wav file) in the Prompt Name field. Save the application.

131 Contact routing configuration 17 To incorporate the music files into the Service Creation Environment, open the Routes in the Configuration Component in CCMA and add a music route with the same name as the Content Group name. 18 Assign it a number. 19 Access the Scripting component to create a Music script variable using the same number. 20 Open the Service Creation Environment and the application where you want to update the music treatment option. 21 Open the treatment block and select the music treatment option, and add the music variable. 22 Save the application. Creating an application Create an application based on a predefined template, or create your own application to perform the contact routing and treatments for contacts. Prerequisites Start the Service Creation Environment. 1 In the Contact Center pane, select your Contact Center Manager Server name. 2 Right-click the Applications folder. 3 Choose New, Application. 4 In the New Contact Center Application dialog box, beside Application Template, choose the type of flow to customize. You can choose a defined template, or a blank template. 5 In the Application Name box, type a unique name for the application. 6 Click Finish. In the application that appears, you can customize the values for variables including skillsets, times, traffic, call, and multimedia elements.

132 Contact routing configuration Procedure job aid The following table describes the default flow applications that you can customize for your contact center. Application Type Multimedia SimpleGreeting Description Route multimedia contacts. This application reviews the time that the contact is received. If the contact center is in emergency mode, out-of-hours, closed for the holidays, or all skillsets are out-of-service, an appropriate message is played and the contact is routed to a voice mailbox. If the contact center is in normal operating mode, the treatments for the contact include a greeting, a recorded announcement, and music, and the contact is queued. Customizing an application Customize your application to ensure that the contact you selected that uses the application follows the appropriate routing and contact handling that your contact center requires. This procedure provides general steps for customizing a default application. If you create a new blank flow, see the following links to add blocks and link them to perform your custom steps. Adding blocks to the application (page 141) Creating a default transition (page 143) Application block customization (page 155) Prerequisites Create an application in the Service Creation Environment. 1 Double-click the note attached to each block in the application.

133 Contact routing configuration OR Review the list of statements in the Problems view at the bottom of the Service Creation Environment window. The list of statements indicate which values you must enter to customize the flow application to route your contacts. 2 Double-click a statement in the Problems view. 3 In the resulting dialog box, click to choose the variable, or type a value for the skillset, time, traffic, call, or multimedia element. 4 Repeat the previous steps in this procedure until all statements in the Problems view are complete. 5 From the File menu, choose Save. Changing the appearance of your application Change the appearance of your application in the Service Creation Environment window to enhance what you see. You can perform one or more appearance functions: Use Zoom to Fit to scale the application to view the entire application in the Application editor window. Use Zoom in to enhance portions of the application for viewing. Use this feature to isolate portions of large and complex applications. Use Zoom out on the Application editor to view a large portion of the application. Use Reset Zoom to return the contents of the Application editor to the previous scale. Move the flow application blocks around within the Application editor window either by moving one block at a time, or by simultaneously moving all the blocks to see a different part of the entire application. Display the application in incremental layout, where the Application editor realigns the position of the nodes and blocks into rows and columns with respect to the current position. Incremental layout attempts to maintain the current layout of nodes and blocks. Display the application in full layout, where the Application editor rearranges the position of the nodes and blocks to minimize line crossing. The blocks and nodes are completely rearranged.

134 Contact routing configuration 1 On the Flow Editor bar, click the button to perform an activity. 2 If you zoom in or zoom out, you must click the area of the dialog flow that you want to enhance. Procedure job aid Zoom application to fit window. Zoom in on flow application blocks. Zoom to selected box area. Zoom out on flow application blocks. Reset zoom to original level. Move flow to desired location. Display blocks of an application in incremental mode. Incremental Layout realigns the position of the nodes and blocks into rows and columns with respect to the current position. Incremental layout attempts to maintain the current layout of nodes and blocks. Display blocks of an application in full layout mode. Full Layout rearranges the position of the nodes and blocks to minimize line crossing. The blocks and nodes are completely rearranged.

135 Contact routing configuration Saving an application Save your completed flow application to protect your changes. You can save the application with the name you assigned the flow application when you created it. When you save an application, it is automatically validated for errors. Errors in the application appear in the Problems view. 1 To save the application with the current name, choose File, Save. 2 If a problem occurs with the application, a message dialog box appears. 3 In the message box, click OK. 4 Review the errors and correct them. Configuring contact routes Configure the contact routes for incoming contacts. Contact routes are assigned based on CDNs (route points), DNISs, or CLID number of a contact. For each CDN (route point) or CLID number, you can designate a flow application that controls contact handling. Prerequisites Create an application in the Service Creation Environment. Create an agent in your contact center. Create at least one CDN (Route Point) in your Contact Center. 1 Expand Applications. 2 Double-click Contact_Router.

136 Contact routing configuration 3 In the Contact Router editor, configure the general settings for your contact center. 4 Under Available Routes, select a specific CDN (Route Point) or CLID. 5 Click Add. 6 In the Application Chooser, select a valid application to associate with the route. You can choose an application you created, an application you customized, or a default application (SimpleGreeting, Multimedia). 7 Choose File, Save. 8 Repeat steps 4 to 7 for each route to configure. 9 Choose File, Save. Variable definitions Variable Global ceiling Value The number of voice contacts that your contact center administrator wants to handle. When the maximum is reached, the Global Ceiling Announcement plays or the caller hears the Global Ceiling Announcement or receives a busy tone. The caller who calls after the Global Ceiling is reached is routed to the mailbox configured in the Route to Mailbox field or disconnected. You must select the check box to enable the Global ceiling announcement. Global calling announcement The announcement played to the caller if the global ceiling is reached. If you do not configure the Global Ceiling Announcement, the caller hears a busy tone. Emergency treatment Route to mailbox Default skillset The announcement played to the caller when the contact center is in emergency mode. The mailbox that callers are routed to when the global ceiling limit is reached. If you do not configure a mailbox, the caller is disconnected. If no matching route is found, caller is routed to this skillset.

137 Contact routing configuration Variable Available routes Configured routes Value A list of routes that are currently configured in Contact Center Manager for your Contact Center Express Voice server. A list of routes with an assigned application for routing the contacts that enter the Contact Center on each route. The list provides the name of the configured application. Procedure job aid For additional information to change the configured routes, see Changing contact routes (page 152) Deleting contact routes (page 151) Testing global ceiling Test the global ceiling for incoming contacts. The global ceiling is the number of voice contacts that your contact center administrator wants to handle. When the maximum is reached, the Global Ceiling Announcement plays or the caller hears the Global Ceiling Announcement or receives a busy tone. The caller who calls after the Global Ceiling is reached is routed to the mailbox configured in the Route to Mailbox field or disconnected. You must select the check box to enable the Global ceiling announcement. Prerequisites Create an application in the Service Creation Environment. 1 Expand Applications. 2 Double-click Contact_Router. 3 In the Global Ceiling box, enter the maximum number of voice contacts that you want waiting in the system. 4 If you want to play an announcement, mark the check box and type the global ceiling announcement. By default, the global ceiling announcement is GlobalCeiling. 5 Put all agents to NOT READY status.

138 Contact routing configuration 6 Add a voice contact to the queue that is one more than the configured global ceiling. The voice contact receives the global ceiling announcement or a busy tone. Testing emergency help Test the emergency help. The emergency contact routing is provided when the contact center is in emergency status. Prerequisites Create an application in the Service Creation Environment. 1 Click the emergency toggle on the main Contact Center Manager page, or any other page in the application. 2 Expand Applications. 3 Double-click Contact_Router. 4 Add a voice contact to the queue that is one more than the configured global ceiling. The voice contact receives the emergency routing. Testing default routing Test the default routing to ensure the contacts that are not routed through another application are routed to the default skillset. Once the CDN appears under the Available Routes the test is successful. Prerequisites Create an application in the Service Creation Environment.

139 Contact routing configuration 1 Create a CDN (route point) that is not configured in the Contact Router. 2 Expand Applications. 3 Double-click Contact_Router. 4 Ensure that your new CDN (route point) appears under Available Routes. 5 Add a voice contact from the new CDN (route point). The voice contact is assigned to the default skillset.

140 Application editor operations Use the Application editor in the Service Creation Environment (SCE) to view a graphical representation of the nodes, decisions, and paths in your applications. This chapter contains the general procedures to manipulate the elements in your application using the Flow Editor. When you save an application, you save the positional information of all dialog blocks on the diagram. When you reopen an application, the last saved positions of the blocks and transitions appear. Navigation Adding blocks to the application (page 141) Adding blocks using accelerator keys (page 142) Renaming blocks and nodes (page 143) Creating a default transition (page 143) Copying and pasting blocks (page 144) Deleting blocks, nodes, or transitions (page 145) Deleting multiple objects (page 146) Disconnecting blocks (page 146) Inserting a new page (page 147) Deleting pages (page 147) Renaming a page (page 147) Adding a note to a block (page 148) Reading a note associated with a block (page 148) Viewing the block summary (page 149) Selecting application management data in block configuration (page 149) Deleting contact routes (page 151) Changing contact routes (page 152) Activating an application (page 153)

141 Application editor operations Deactivating an application (page 153) Closing an application (page 154) Adding blocks to the application Add blocks to the application in the Flow Editor to graphically lay out an application and demonstrate the paths in a clear graphical manner. Each block represents an action for the contact. 1 To select a dialog block, click the dialog block icon on the Palette bar. 2 Click the area of the Application editor in which to place the dialog block. Procedure job aid The following table shows the block icons in the Palette bar and the function for each block. For information about how to configure each type of block, see Application block customization (page 155). Icon Queue block Output block Logic block Treatment block Wait block Description Assign the contact to a queue. The queue can be a skillset, a particular agent, or a Network Automatic Call Distribution (NACD) DN. Play prerecorded prompts and variable values to a caller. Define a conditional situation in an application. The conditions are decisions that determine where to go next in the application. Provide treatment to the contact. For calls, sample treatments include music, ringback, or silence. Indicate the time to pause between treatments for a contact. (1 of 2)

142 Application editor operations Icon IVR block Anonymous node Finish block Exit Source Shortcut Destination Shortcut Description Send the call to an IVR system. You can configure the IVR parameters. Rearrange links in a different position to reduce the number of line crossings in a flow application and provide you with more control to display the links between blocks. Specify the termination point of an application, such as disconnect, give busy, or route call. Identify the end of the flow application. Only one Exit node is in an application. Point to another location in the flow application to allow repeats in the applications or navigation between pages. The Source Shortcut points to a Destination shortcut. Specify the block to which a Source Shortcut points. (2 of 2) Adding blocks using accelerator keys Add blocks to the Flow Editor using Accelerator keys to quickly add multiple blocks in sequence on the Flow Editor diagram or to create alternative paths for your application. 1 On the Flow Editor, select the block that is the source of the connection. 2 Press Alt or Alt+Shift, and click the block to add on the Palette bar. If you press Alt, the new block connects to the block you selected. The original block remains active so that you can create alternative paths when you use appropriate blocks with the decision capabilities. If you press Alt+Shift, the new block connects to the block you select. The new block is selected so that you can create links in a single path.

143 Application editor operations Renaming blocks and nodes Rename blocks or nodes in the Flow Editor to provide a meaningful name. Attention: Meaningful names for blocks and nodes in your applications describe the action that is performed within the block or describe why the transition occurs. 1 In the Flow Editor diagram, right-click the block or node to rename. 2 Select Rename. 3 In the dialog box, type a new name for the block or node. 4 Click OK to accept the new name. Creating a default transition Create a default transition between dialog blocks and nodes to create the pathway for an application flow. A default transition provides no conditions or expressions. The source block is the block or node you want the transition to start, and the designation block is the block or node at which you want the transition to terminate. Prerequisites Ensure that you have two blocks or nodes in the flow application to connect. See Adding blocks to the application (page 141) or Adding blocks using accelerator keys (page 142).

144 Application editor operations 1 Select the source block or node. 2 Right-click the destination block or node, and select (Dis)Connect. Copying and pasting blocks Copy and paste blocks to reproduce the block and configuration information in another part of the application. Copy of text indicates the copy of the block until you assign a new name to the new block. You can copy and paste blocks within the same application, or paste the new block in a different application. 1 Select a single object or a group of objects. You can select multiple objects by pressing Ctrl and clicking multiple objects. OR Click and hold the left mouse button and drag the selection tool to encompass multiple objects. 2 Right-click the selected items, and click Copy. 3 Click in an empty space to deselect all items. 4 Right-click the part of the Flow Editor to which you want to add the object and select Paste.

145 Application editor operations Procedure job aid Shortcuts in Flow Editor Cut selected block. Copy selected block. Paste selected block into flow diagram. Deleting blocks, nodes, or transitions Delete blocks, nodes, or transitions from the Flow Editor to remove them from the flow application. 1 Right-click the block, node, or transition you want to delete, and select Delete. OR Select the block, node, or transition you want to delete and, on the Edit bar, click Delete. Procedure job aid Shortcut in Flow Editor Delete selected item.

146 Application editor operations Deleting multiple objects Delete multiple objects to remove them from the Flow Editor. 1 Select the objects in the Flow Editor to delete. You can select multiple objects by pressing Ctrl and clicking multiple objects. OR Click and hold the left mouse button and drag the selection tool to encompass multiple objects. 2 Right-click the objects, and select Delete. Disconnecting blocks Disconnect blocks to delete the pathway in a flow application. When you disconnect blocks, click the same block you first click to create the connection, and then right-click the second block in the connection. Otherwise, SCE creates another flow in the opposite direction. Prerequisites Ensure that you have two connected dialog blocks on the Flow Editor diagram. 1 Select a source block. 2 Right-click the destination block, and select (Dis)Connect.

147 Application editor operations Inserting a new page Insert a new page into the Flow Editor so that you can view large applications without scrolling. Tabs on the bottom of the Flow Editor pane represent pages in the flow. 1 At the bottom of the Flow Editor diagram, right-click a tab. 2 Select Insert Page. Deleting pages Delete pages to remove them from the Flow Editor. 1 Right-click the tab for the Page to delete and select Delete. Renaming a page Rename a page in the Flow Editor to provide a meaningful name for the page of your flow application. 1 Below the Flow Editor diagram, right-click the tab to rename.

148 Application editor operations 2 Select Rename. 3 In the Input window, type a new name for the page. 4 Click OK. Adding a note to a block Add a note to a block to add reminders or descriptions about the dialog block for future reference. When you save a note for a block or node, the block or node icon appears with a yellow note symbol in your Application editor. 1 On the Flow Editor diagram, right-click the block or node to which you want to add a note. 2 Select Notes. 3 Type your explanation or reminder. 4 Click OK. Reading a note associated with a block Read a note associated with a block in a template flow to determine the information you must add, or review notes that the application developer wrote.

149 Application editor operations 1 On the Flow Editor diagram, right-click the block or node to which you want to add a note. 2 Select Notes. 3 Review the note. 4 Click OK. Viewing the block summary View the block summary to see the dialog block configuration information without opening the block editor. Prerequisites Click the Application editor to make it active. 1 Position the pointer over the dialog block or node. A pop-up window that contains the block summary appears. Selecting application management data in block configuration Select application management data when you configure blocks. In many block element configurations, you can select a DN, skillset, variable, or other application management data to represent timer duration, RAN routes, priorities, and all other types of data.

150 Application editor operations You can also type literal strings or integers in the fields. Prerequisites Configure the application management data (DNs or variables). For more information, see Variable configuration (page 105). Open a block editor. See Adding blocks to the application (page 141). 1 In the block editor, locate a configuration item. An icon identifies the configuration items to which you can apply application manager information. 2 Type the literal text or numbers to use in the space provided. OR Click. If you click the button to choose the Application Management Data, the definition field appears. 3 Click Browse. 4 In the Chooser window, select the application management information to use in your configuration. 5 Click OK.

151 Application editor operations Procedure job aid Chooser window for Application Management Data Deleting contact routes Delete existing contact routes for incoming contacts because the CDN, DNIS, or CLID number no longer exists, or because you do not want to use the current application to route the contacts. 1 Expand Applications. 2 Double-click Contact_Router. 3 In the Contact Router editor, configure the general settings for your contact center. 4 Under Configured Routes, select a specific CDN, DNIS, or CLID. 5 Click Remove. 6 Choose File, Save.

152 Application editor operations Variable definitions Variable Available routes Configured routes Value A list of routes that are currently configured in Contact Center Manager for your Contact Center Express Voice server. A list of routes that are assigned an application for routing contacts that enter the Contact Center on each route. The list provides the name of the configured application. Changing contact routes Change the contact routes or application for incoming contacts. Contact routes are assigned based on CDNs, DNIS, or CLID number of a contact. 1 Expand Applications. 2 Double-click Contact_Router. 3 In the Contact Router editor, configure the general settings for your contact center. 4 Under Configured Routes, select a specific CDN, DNIS or CLID. 5 Click Edit. 6 In the Application Chooser, select a valid application you want to associate with the route. 7 Choose File, Save.

153 Application editor operations Variable definitions Variable Available routes Configured routes Value A list of routes that are currently configured in Contact Center Manager for your Contact Center Express Voice server. A list of routes that are assigned an application for routing contacts that enter the Contact Center on each route. The list provides the name of the configured application. Activating an application Activate the application in the Contact Center view if you are ready to make the application live and use it to route contacts in your contact center. Prerequisites Ensure that your application is free of errors. 1 In the Contact Center view, select the application to activate. 2 From the Project menu, choose Activate. OR Right-click, and then choose Activate. Deactivating an application Deactivate an application to remove it from the status of processing contacts. After deactivation, the application remains valid but not active. Prerequisites Ensure that the application is active.

154 Application editor operations 1 Select the application. 2 On the Project menu, click DeActivate. Closing an application Close an application when you finish working with it. 1 Select the script or flow application to close. 2 Choose File, Close. 3 If unsaved changes exist for the application, a dialog box appears prompting you to save your changes. 4 Click OK to save the application. 5 In the message box, click Yes to save the changes.

155 Application block customization Whether you customize a block in a default application to suite your contact center, or you create an application on your own, each application comprises of a collection of connected blocks. Each block has a specific function from making a decision based on a condition, to providing a specific treatment to a voice call. The following table represents the general block types in a contact routing application. Block type Logic Queue Output Treatment Wait IVR Finish Function Determine conditions and paths for each condition. Assign the contact to an agent or skillset. Play an interactive announcement or prompts to the caller. Play or handle the call with a single treatment that involves no interaction such as music, a ringback, or silence. Pause the action in the call routing. Work with an Interactive Voice Response (IVR) application to perform functions with the contact. Terminate the contact by routing it or disconnecting it with some indicator such as a busy signal or overflow. If you work with a new application, you can create each block by performing the following procedures. If you customize an application, you can double-click the block icon to open the details for configuration. Navigation Creating or updating a logic block (page 156) Creating or updating a queue to skillset block (page 158) Creating or updating the queue to agent block (page 160) Creating or updating the output block (page 162) Creating or updating a block to play music (page 163)

156 Application block customization Creating or updating a ringback treatment (page 165) Creating or updating a silent treatment block (page 166) Creating or updating a wait block (page 168) Creating or updating an IVR block to play prompts in the SIP configuration (page 169) Creating or updating an IVR block to play prompts and collect digits in the SIP configuration (page 170) Creating or updating a disconnect block (page 172) Creating or updating a busy block (page 173) Creating or updating an overflow block (page 174) Creating or updating a route contact block (page 175) Adding an anonymous node (page 176) Adding a source shortcut node (page 178) Adding a destination shortcut node (page 179) Adding an exit node (page 179) Creating or updating a logic block Create or update a logic block in an application to configure the conditional statements to make decisions. A logic block provides the conditional processing for a contact in the application. A conditional expression comprises of an assignment, an evaluation expression, and a possible value. An example of a conditional expression is DATE == holidays_cv DATE is the assignment you use to examine as the condition. The evaluation symbol (==) means equal to. The value holidays_cv is a variable configured in your contact center and represents specific holidays on which your contact center is closed. Some assignments do not require evaluation expressions. For example OUT OF SERVICE requires only a skill set name. The assignment does not need an evaluation expression. The icon indicates a logic block in the applications.

157 Application block customization 1 Open the Logic block by performing one of the following actions: Double-click the statement in the Problems view. OR Double-click the Logic block icon. 2 On the Transition tab, beside Conditional Expression, click Edit.

158 Application block customization 3 Create a conditional expression. Use the controls on the Condition Builder. 4 Beside When, click Add to add the expression to the Statements box. 5 Click Apply. 6 Save the changes to the application. Variable definitions Variable Application manager data Relational operators Value The expression that you use to determine a condition. Click the Variables button to choose from Intrinsics (automatic keywords that have an associated value). Operators used to compare two numerical values. From the list, choose an assignment expression: Equal To Not Equal To Greater Than Less Than Contains Greater Than or Equal To Less Than or Equal To Creating or updating a queue to skillset block Create or update a queue to skillset block to assign the contact to a skillset so that an agent with the desired skills handles the contact. You can assign the contact to a specific agent. For more information about assigning a contact to a specific agent, see Creating or updating the queue to agent block (page 160). You can configure the skillsets for a queue block by adding, changing or removing the skillsets. The icon indicates a queue block in the application.

159 Application block customization Prerequisites Configure the skillsets in the Contact Center Manager application. 1 Open the queue block by performing one of the following actions: Double-click the queue block statement in the Problems view. OR Double-click the queue block icon. 2 On the Queue tab, select Add, Modify, or Remove to designate how to apply the contact to the queue. 3 Under Queue To, select Skillset. 4 Select the optional properties for agents in the skillset. OR Under Skillsets, click Add to select the skillset to queue the contact. 5 In the Priority box, select the priority for the contact in the skillset. OR Click, and then click Browse to specify a priority variable from the application manager data. 6 Save the changes to the application.

160 Application block customization Variable definitions Variable Command Value Indicate how to handle the contact: Add the skillset to the queue list. Change the priority of the call in the skillset. Remove the skillset from the queued call. Most Idle Automatically select an idle skillset that received the least amount of work handling contacts. You need not assign a specific skillset for the queue. Most Logged in Agents Automatically select the skillset with the most logged-on agents. You need not assign a specific skillset for the queue. Priority The rank of the contact: 1 is highest priority, meaning the contact is handled first, and 6 is the lowest priority. Creating or updating the queue to agent block Create or update a queue to agent block to assign the contact to specific agent so that an agent handles the contact. You can use this assignment for a specific agent in situations where the customer dealt with a single agent or has a preference for a particular agent. By assigning the contact to a skillset queue, an agent with the skillset can handle the contact. For more information about assigning a contact to a skillset, see Creating or updating a queue to skillset block (page 158). The icon indicates a queue block in the application. Prerequisites Configure agents in the Contact Center Manager application. 1 Open the queue block by performing one of the following actions: Double-click the queue block statement in the Problems view. OR

161 Application block customization Double-click the queue block icon. 2 On the Queue tab, select Add, Modify or Remove to designate how to apply the contact to the queue. 3 Under Queue To, select Agent. 4 To select the longest-idle agents for all skillsets, select Longest Idle Agents. 5 Under Agents, click Add to select the agents to which to queue the contact. OR If you select the longest-idle agent for all skillsets, under Skillsets, click Add to select the skillset to queue the contact. 6 In the Priority box, select the priority for the contact. OR Click, and then click Browse to specify a priority variable from the application manager data. 7 Save the changes to the application.

162 Application block customization Variable definitions Variable Agents Command Value The agents that can handle the contact. You can choose a maximum of 10 agents. The agent who has been idle the longest receives the contact. Indicate how to handle the contact: Add the agents to the queue list. Change the priority of the call for the agent. Remove the agent from the queued call. Longest Idle Agents Priority Skillset Choose an agent based on the longest-idle agent over all skillsets. You can choose from which skillsets to review the idle time for the agents. The rank of the contact: 1 is highest priority, meaning the contact is handled first, and 6 is the lowest priority. Select a group of skillsets for which to choose the Longest Idle Agent. Creating or updating the output block Create or update an output block in the application to play a recorded announcement (RAN) through the switch RAN trunks to the caller. The icon indicates a RAN block in the application. 1 Open an output block by performing one of the following actions: Double-click the output block statement in the Problems view. OR Double-click the output block icon.

163 Application block customization 2 On the Prompts tab, select Give RAN. 3 To silence the previous treatment, click Silence Previous Treatment. 4 In the RAN Route box, type the RAN Route for the recorded announcement. OR Click, and then click Browse to specify an recorded announcement from the application manager data. 5 Save the changes to the application. Variable definitions Variable Silence Previous Treatment Value Provide silence after the RAN. The silence is required only if a previous block in your flow played music. To play music after the RAN, you must add it. Creating or updating a block to play music Create or update a treatment block in your application to play music to the caller while they wait on hold. You can change the music file and whether it is interruptible.

164 Application block customization The icon indicates a treatment block in the application. 1 Open the treatment block by performing one of the following actions: Double-click the treatment block statement in the Problems view. OR Double-click the treatment block icon. 2 On the Treatment tab, select Music. 3 If desired, select Silence Previous Treatment. 4 In the Music Route box, type the music route. OR Click, and then click Browse to specify a music route variable from the application manager data. 5 In the Minimum Duration box, type the value in seconds for the minimum duration timer. OR Click, and then click Browse to specify a variable to represent the timer from the variables, intrinsics, or application manager data. 6 Save the changes to the application.

165 Application block customization Variable definitions Variable Silence Previous Treatment Value Add a silence command before the music. If the Music block is the first block in the application, you cannot silence the previous treatment because it causes contacts to continue to play music. Creating or updating a ringback treatment Create or update a treatment block in your application to play a ring tone to ensure the caller is connected to the contact center. The icon indicates a treatment block in the application. 1 Open the treatment block by performing one of the following actions: Double-click the treatment block statement in the Problems view. OR Double-click the treatment block icon. 2 On the Treatment tab, select Ringback. 3 If desired, select Silence Previous Treatment.

166 Application block customization 4 In the Minimum Duration box, type the value in seconds for the minimum duration timer. OR Click, and then click Browse to specify a variable to represent the timer from the variables, intrinsics, or application manager data. 5 Save the changes to the application. Variable definitions Variable Silence Previous Treatment Value Add a silence command before the music. Creating or updating a silent treatment block Create or update a treatment block in your application to provide a quiet moment for the caller. No music or ringback tone is provided. The icon indicates a treatment block in the application. 1 Open the treatment block by performing one of the following actions: Double-click the treatment block statement in the Problems view. OR Double-click the treatment block icon.

167 Application block customization 2 On the Treatment tab, select Silence. 3 In the Minimum Duration box, type the value in seconds for the minimum duration timer. OR Click, and then click Browse to specify a variable to represent the timer from the variables, intrinsics, or application manager data. 4 Save the changes to the application.

168 Application block customization Creating or updating a wait block Create or update a wait block to add a delay to the flow. The icon indicates a wait block in the application. 1 Double-click the Wait block icon. 2 On the Wait tab, in the Duration box, select the duration of the time the caller is expected to wait. 3 Save the changes to the application. Variable definitions Variable Duration (secs) Value The number of seconds to pause in the string of treatments presented to the caller. Select a default wait time by choosing the minimum wait time in the preferences. Choose Window, Preferences, Contact Center.

169 Application block customization Creating or updating an IVR block to play prompts in the SIP configuration Create or update an IVR block to play a prompt in an Interactive Voice response (IVR) system with a SIP configuration. The icon indicates an IVR block in the application. 1 Open the IVR block by performing one of the following actions: Double-click the IVR block statement in the Problems view. OR Double-click the IVR block icon. 2 On the IVR tab, select Play Prompt. 3 Beside Prompt Name, type a name, or click and Browse to select a variable for the prompt. 4 To identify the URI of the Voice XML page, select the Service URI check box and type a value or click and Browse to select a variable for the prompt. 5 To identify a variable for prompt substitutions, select the Vars check box, type a value, or click and Browse to select a variable for the prompt. 6 Select the Agent Interruptible check box to allow agents to interrupt the IVR. 7 Save the changes to the application and save your changes in the IVR block.

170 Application block customization Variable definitions Variable Prompt Name Service URI Vars Agent Interruptible Value Name of the recorded prompt that the IVR plays. Identify the URI of the VXML page that the IVR calls using a text value or a variable from the application manager data. Identify the variable for run-time substitutions for prompts. You can type a literal value or choose a variable from the application manager data. Select the check box to indicate the IVR session to interrupt when an agent becomes available. Creating or updating an IVR block to play prompts and collect digits in the SIP configuration Create a new or update an existing IVR block to play a prompt and collect digits in an Interactive Voice response (IVR) system with a SIP configuration. An IVR block icon is indicated in the application by the icon. 1 Open the IVR block by performing one of the following actions: Double-click the IVR block statement in the Problems view. OR Double-click the IVR block icon.

171 Application block customization 2 On the IVR tab, select Play and Collect. 3 Beside Prompt Name, type a name, or click and Browse to select a variable for the prompt. 4 In the Return Value box, type a value, or click and Browse to select a variable to use for saving the collected digits. 5 To identify the URI of the Voice XML page, select the Service URI check box and type a value, or click and Browse to select a variable. 6 To allow the user to select the Number of Digits, select the check box and select the number of digits you expect the customer to type in response to the prompts. Type a literal value for the number of digits, or click and Browse to choose an application variable. 7 To select a Timeout (secs), select the check box and select the maximum number of seconds to wait for the customer before you play the Timeout message. 8 To select a Terminating Character, select the check box, and select the Terminating character the customer enters when they are finished entering digits. 9 To be able to interrupt the IVR, select the Interrupt IVR check box. 10 Save the changes to the application and save your changes in the IVR block.

172 Application block customization Variable definitions Variable Interrupt IVR Number of Digits Value Select the check box to specify if the prompt is interrupted when the caller types digits. The number of digits you expect the caller to enter. For example if your caller enters an account number, and your account numbers have only eight digits, your number of digits is 8. Prompt Name Return Value Service URI Terminating character Timeout (secs) Name of the recorded prompt that the IVR plays. Store data returned from the IVR in a variable. Identify the URI of the VXML page that the IVR calls using a text value or a variable from the application manager data. The character the caller enters to identify the last character of the number entered on their telephone keypad. The maximum delay the timer waits before playing the timeout prompt to the caller. Creating or updating a disconnect block Create or update a disconnect block to finish routing a contact in the application and provide final treatment for the contact. The icon indicates a finish block in the application. 1 Open the Finish block by performing one of the following actions: Double-click the Finish block statement in the Problems view. OR Double-click the Finish block icon.

173 Application block customization 2 In the Name box, type a name for the Finish block. 3 Select Disconnect. 4 Save the changes to the application. Creating or updating a busy block Create or update a busy block that plays a busy tone to a call before the switch disconnects it. The icon indicates a finish block in the application. 1 Open the Finish block by performing one of the following actions: Double-click the Finish block statement in the Problems view. OR Double-click the Finish block icon.

174 Application block customization 2 In the Name box, type a name for the Finish block. 3 Select Busy. 4 Save the changes to the application. Creating or updating an overflow block Create or update an overflow block that plays an overflow tone for the call before the switch disconnects it. The icon indicates a finish block in the application. 1 Open the Finish block by performing one of the following actions: Double-click the Finish block statement in the Problems view. OR Double-click the Finish block icon.

175 Application block customization 2 In the Name box, type a name for the Finish block. 3 Select Overflow. 4 Save the changes to the application. Creating or updating a route contact block Create or update a route contact block that routes a contact to a particular dialable number (DN) such as an ACD or a personal number. You can configure a specific number or a variable from the application manager data. The icon indicates a finish block in the application. 1 Open the Finish block by performing one of the following actions: Double-click the Finish block statement in the Problems view. OR Double-click the Finish block icon.

176 Application block customization 2 In the Name box, type a name for the Finish block. 3 Select Route Call. 4 Select the Default DN. OR In the DN box, type a value for the DN or click, and then click Browse to specify a DN from the application manager data. 5 Save the changes to the application. Variable definitions Variable Default DN Value Choose the default DN for the CDN. Adding an anonymous node Add an anonymous node in your application to bridge a source object and a destination object without causing links to cross in your application. The icon indicates the anonymous node in the application.

177 Application block customization 1 Select the Anonymous icon ( ). 2 Select the node or block before the Anonymous icon, and then select the Anonymous icon, right-click, and click (Dis)Connect. 3 Select the Anonymous icon, and then select the node or block after the Anonymous icon, right-click, and click (Dis)Connect. 4 Save the changes to the application. Example of using an anonymous node Use the anonymous node to format the blocks, nodes, and transitions so that you can read all of the text and see the transitions. Use the anonymous node with the incremental view to adjust the position of nodes and blocks to fit in your flow diagram. Before anonymous node

178 After anonymous node Application block customization Adding a source shortcut node Add a source shortcut node in the Flow Editor to point to another item in a application to minimize congestion and line crossings, repeat processes, or connect blocks on various pages in the application. The icon indicates a source shortcut node in the application. 1 Select the node or block before the Source Shortcut node ( ), and then select the Source Shortcut node icon ( (Dis)Connect. ), right-click and click 2 Select the Source Shortcut node icon ( ), and then select the Destination shortcut node icon ( ), right-click, and select (Dis)Connect. 3 Save the changes to the application.

179 Application block customization Adding a destination shortcut node Add a destination shortcut node in the Flow Editor to point to another item in a application to minimize congestion and line crossings in the application. You can also use shortcut nodes to connect blocks on different pages. The icon indicates a source shortcut node in the application. 1 Select the Destination Shortcut node icon ( ), and then select the node or block that follows the Destination Shortcut, right-click, and select (Dis)Connect. 2 Save the changes to the application. Adding an exit node An exit node indicates that a contact application ends. No other contact processing occurs after the end. Use it at the end of every application you create to handle contacts. The icon indicates an exit node in every application. 1 Select the last block of your path, then right-click the Exit block icon ( ), and select (Dis)Connect. 2 Save the changes to the application.

180 Problems view operations When you save an application, the Service Creation Environment saves and validates the application. The validator ensures that the application is complete with no compile time errors. Examples of items the validator detects are queue blocks where the queue field is empty, or queue blocks where the skillset references are not on the Contact Center Express Voice server. Validation statements are listed for default applications if you must enter information for your contact center to produce a valid application. If the current application is a flow, the Problems view lists the block and the error type. Your application must be valid before you can activate it, thus you must correct all errors. Clicking another application refreshes the Problems view. The Problems view filters errors depending on the application that you select. If the script is a default application or an active application, the Service Creation Environment attempts to validate the application before you save it. If the validation or activation of one of the active application fails, then the save does not occur. The application currently in the Contact Center Express Voice server memory continues to run. Problems view Prerequisites for Problems view operations Save your application. See Saving an application (page 135).

181 Problems view operations Navigation Displaying the Problems view (page 181) Resolving errors in the application (page 181) Displaying the Problems view Display the Problems view to review the errors and error location in your applications. The Problems view shows the errors when you save the current application. Prerequisites Start the Service Creation Environment. 1 On the Window menu, choose Show View, Problems. Resolving errors in the application Resolve errors in the application that you want to activate in your contact center. The Service Creation Environment marks applications with a red x. 1 Double-click the application that has an error. 2 In the Service Creation Environment, open the Problems view. 3 Review the errors in the application and correct them. 4 Choose File, Save.

182 Problems view operations Saving the application automatically checks the validation of the application. If there are no errors, the application is complete. If there are errors, you must correct them. Procedure job aid This following table lists errors that can occur when you validate your application. Validations occur when you save your application and appear in the Problems view of the Service Creation Environment. Error message Valid integer constants cannot be greater than or less than WildCLID constants cannot be longer than 32 digits. CDN or DNIS range is 1 31 digits. Agent IDs can be maximum 16 digits, skillsets 30. Max day of month is 31. Time of day ranges from 00:01 to 23:59. Time format was incorrect (three-digit hours, and so on). Valid music, RAN, route number is 0 to 511. DNs or CLIDs can be max 32 digits. Description Ensure that the number on the line indicated by the Problems view is valid. An incorrect WildCLID constant is specified in the line indicated by the Problems view. Make sure that the WildCLID constant is 1 32 digits in length. Ensure that the CDN or DNIS number on the line indicated by the Problems view is 1 31 digits in length. An invalid agent ID or skillset is specified in the line indicated by the Problems view. Make sure that the agent ID is not longer than 16 digits or that the skillset is not longer than 30 alphanumeric characters. An invalid day of month is specified in the line indicated by the Problems view. Make sure that the day of month is An invalid time of day is specified in the line indicated by the Problems view. Make sure that the time of day is from 00:01 23:59. An invalid time format is specified in the line indicated by the Problems view. Make sure that you specify the time in the format hh:mm. An invalid music, RAN, or route number is specified in the line indicated by the Problems view. Make sure that the number is from An invalid DN or CLID number is specified in the line indicated by the Problems view. Make sure that the number is 1 32 digits in length. (1 of 6)

183 Problems view operations Error message Valid priority 1 to 6. IDs (variable names) can be 30 characters max. Sets (lists and ranges) must contain elements of the same type, and variables cannot (currently) be mixed with constants, even if they are of the same type. The variable specified is not the expected type. Day in date is invalid (three digits, and so on). Invalid date for month specified. Max 20 agents IDs in list. Too many skillsets are listed for this command. Invalid type in Unary Minus operation. Invalid type (left side) in Addition operation. Description An invalid priority is specified in the line indicated by the Problems view. Make sure that the priority is 1 6. An invalid variable name is specified in the line indicated by the Problems view. Make sure that the variable name is from 1 30 characters in length. The list of values in the line indicated by the Problems view contains values of different types, or mixes constants with variables. Make sure that all of the values are the same type, and remove either the constants or the variables. The variable in the line indicated by the Problems view is not the correct type. Use a different variable, or change the variable type. An invalid day is specified in the date. Make sure that the correct day is specified. The day can contain no more than two digits. Valid date formats are May 4, 16 July, Dec 13. The date specified for the month in the line indicated by the Problems view is invalid. For example, Feb. 30 and Nov. 31 are invalid. Make sure that you specify the correct date. Too many agent IDs are in the list specified by the Problems view. Make sure that the list contains no more than 20 agent IDs. Too many skillsets are listed in the line indicated. Skillset-related commands can use no more than 20 skillsets. A Unary Minus operation is an operation in which you change the sign of a mathematical expression using a negative sign ( ) in front of the expression. (For example, ASSIGN variable2 TO variable1.) The variable being negated must be type Integer or Seconds. The value on the left side of the Addition operation is invalid. The left and right sides must be type Integer or Seconds. For more information, see Condition and Assignment builder operations (page 188). (2 of 6)

184 Problems view operations Error message Invalid type (right side) in Addition operation. Invalid type (left side) in Subtraction operation. Invalid type (right side) in Subtraction operation. Invalid type (left side) in Multiplication operation. Invalid type (right side) in Multiplication operation. Invalid type (left side) in Division operation. Invalid type (right side) in Division operation. Sets (left side) are not allowed in Addition operations. Description The value on the right side of the Addition operation is invalid. The left and right sides must be type Integer or Seconds. For more information, see Condition and Assignment builder operations (page 188). The value on the left side of the Subtraction operation is invalid. The left and right sides must be type Integer or Seconds. For more information, see Condition and Assignment builder operations (page 188). The value on the right side of the Subtraction operation is invalid. The left and right sides must be type Integer or Seconds. For more information, see Condition and Assignment builder operations (page 188). The value on the left side of the Multiplication operation is invalid. The left and right sides must be type Integer or Seconds. For more information, see Condition and Assignment builder operations (page 188). The value on the right side of the Multiplication operation is invalid. The left and right sides must be type Integer or Seconds. For more information, see Condition and Assignment builder operations (page 188). The value on the left side of the Division operation is invalid. The left and right sides must be type Integer or Seconds. For more information, see Condition and Assignment builder operations (page 188). The value on the right side of the Division operation is invalid. The left and right sides must be type Integer or Seconds. For more information, see Condition and Assignment builder operations (page 188). A set (that is, more than one value) is included in the Addition operation. This is invalid. Ensure that you use only one value. If a variable is on the left side of the equation, ensure that the class of the variable is Item. (3 of 6)

185 Problems view operations Error message Sets (right side) are not allowed in Addition operations. Incompatible types in Less Than or Equal To relational expression. Incompatible types in Greater Than relational expression. Incompatible types in Greater Than or Equal To relational expression. Constants in range must be of same type. Sets cannot be used on the left side of the Equal To operator. Sets cannot be used on the left side of the Not Equal To operator. A set cannot be assigned to a call variable in an ASSIGN TO command. Variable cannot be in a set. Description A set (that is, more than one value) is included in the Addition operation. This is invalid. Ensure that you use only one value. If a variable is on the right side of the equation, ensure that the class of the variable is Item. The values in the Less Than or Equal To expression cannot be compared. Use only types Integer and Seconds. The values in the Greater Than expression cannot be compared. Use only types Integer and Seconds. The values in the Greater Than or Equal To expression cannot be compared. Use only types Integer and Seconds. Both ends in the range are not the same type. (For example, Monday..March is an invalid range because both ends of the range are not the same type.) Make sure that all values in the range are the same type. The Equal To operator in the line indicated by the Problems view contains invalid data. Make sure that the value on the left side of the operator is a single value only. You cannot use sets of values. If you use a variable, make sure that the class is Item. The Not Equal To operator in the line indicated by the Problems view contains invalid data. Make sure that the value on the left side of the operator is a single value only. You cannot use sets of values. The ASSIGN TO command in the line indicated by the Problems view contains an invalid value. Make sure that only a single value is assigned to the call variable. You cannot use sets of values. One of the following problems is indicated: The variable class is Set, but the variable is an invalid type (for example, Boolean). The command cannot use a variable whose class is Set, a constant list, or a range. (4 of 6)

186 Problems view operations Error message Unknown variable type. Incompatible types in ASSIGN TO command. <MaxDigits> cannot be a set type. An undefined skillset is used. Description The variable in the line indicated by the Problems view is not defined or is an unknown type. Make sure that the variable is properly created and is the correct type for the command. If this error still appears after validating the application, it can indicate a product problem. If this problem persists, report this error to your Nortel customer support representative. The values in the ASSIGN TO command in the line indicated by the Problems view are not compatible. The maximum digits parameter must be a single value. Make sure that you specify only one value (not a list of values). If you use a variable to indicate the number of digits, make sure that the class is Item. An invalid skillset is specified in the line indicated by the Problems view. Make sure that the skillset exists and is properly referenced in the application. If you use a variable, make sure that it is created, that it is type Skillset, and that the value is a valid skillset. An undefined agent ID is used. One of the following problems occurred: A variable in the line indicated by the Problems view is not defined. This variable is expected to be type Agent. No agent is defined with the agent logon ID specified in the line indicated by the Problems view. Make sure that the agent exists and is assigned the correct ID. If you use a variable, ensure that it is defined correctly and is type Agent. An undefined identifier is encountered. A name (or an identifier) is used in the application, but no skillset, or variable is defined in the system with this name. Division by zero is not allowed. An error in the division operation is in the line indicated by the Problems view. You cannot divide by zero. Only call variables can be used on the left side of the ASSIGN TO command. The variable used with the ASSIGN TO command in the line indicated by the Problems view is a global variable, which is not correct. You must delete the variable and create it again, this time choosing Call as the variable type. (5 of 6)

187 Problems view operations Error message Range of seconds is 0 to Description An incorrect number of seconds is specified in the line indicated by the Problems view. Make sure that the number of seconds you specify is from 0 to Treatment range is 1 to 7 digits. An incorrect treatment number is in the line indicated by the Problems view. Make sure that the treatment number is 1 7 digits in length. ACD range is 2 to 7 digits. Numbers cannot be greater than 32 digits. Agent ID expression cannot be compared with constant ranges. Use variable instead. Call Data index out of range. Valid range is 1 to 10. There is an incorrect ACD number in the line indicated by the Problems view. Make sure that the ACD is 2 7 digits in length. The number in the line indicated by the Problems view is not valid. Make sure that the number is no longer than 32 digits. An expression or a statement with a return type of Agent ID cannot be compared with a list of constant Agent ID values or a range of Agent ID values. That is, IF LONGEST IDLE AGENT skillset1 = 1111, 2222 cannot be used. Use a set type variable instead. The value of the Call Data intrinsic is incorrect. Ensure that the value is an integer (6 of 6)

188 Condition and Assignment builder operations This chapter describes how to use the Condition and Assignment builder operation to compose conditional expressions and assignments in the blocks of your flow application. Prerequisites for condition and assignment builder operations Open the Application editor. Navigation Creating conditional and assignment expressions (page 188) Adding assignments and expressions (page 196) Deleting an expression (page 197) Creating conditional and assignment expressions Create conditional and assignment expressions in your blocks to assign specific values to variables. Define the variable names in the Contact Center Manager application to be available in the Contact Center view of the Service Creation Environment. You can assign specific values by using conditions based on the paths in your flow application that your contact follows. For example, if your call is received from the DNIS 2334, you can assign the Priority variable 3. The corresponding assignment Priority = 3 is placed in a block of your flow application that the call passes through to update the Priority variable. Prerequisites Open a queue, output, or IVR block to open a logic block. Ensure that you create a variable placeholder in the Contact Center view on your Express Voice server.

189 Condition and Assignment builder operations 1 On a Logic block, beside Assignment Expressions, click Edit. 2 Beside Statements, click Add. 3 Choose the Statement type that you want to add. 4 Use the controls to create your conditional or assignment expression. 5 Beside When, click Add to add the expression to the Statements box. 6 Click Apply.

190 Variable definitions Condition and Assignment builder operations Variable Statement type Value The type of statement to add to your block: Add Locked Variable: replace the existing variable with the new definition for other commands and scripts. Add If: add an if statement to the assignment or condition expression. Add Locked If: add the assignment to the application manager data for use in other commands. Add Else: add a statement to apply an assignment for when the if statement is false. Add Assignment: add the assignment for all situations. Add Locked Assignment: add the assignment to the application manager data for use in other commands in all situations. Controls Use variables and application manager data in your database to configure expressions. Numbers Mathematical operators: Relational operators: Application manager data Procedure job aid Condition and Assignment builder palette

191 Condition and Assignment builder operations Mathematical operations Symbol Addition (+) Subtraction ( ) Multiplication (*) Division (/) Description Add two values of the same type. This expression can use numerical constants, variables, and expressions that return the data types Integer and Seconds. Subtract the second value from the first value of the same type and use numerical constants, variables, and expressions that return the data types Integer and Seconds. Multiply two values of the same type. This expression can use numerical constants, variables, and expressions that return the data types Integer and Seconds. Divides the first value by the second value of the same type. This expression contains numerical constants, variables, and expressions that return the data types Integer and Seconds. If the result of the division is not an integer, the value is truncated, not rounded. For example, 10.7 becomes 10.

192 Condition and Assignment builder operations Order of operations When you evaluate conditional expressions, the expression with the highest precedence (importance) is evaluated first, then the one with the second highest precedence, and through to the expression with the lowest precedence. Operations in conditional expressions are evaluated in the following order: parentheses ( ) multiplication * and division / addition + and subtraction comparison expressions: Equal To (==), Not Equal To (!=), Greater Than (>), Greater Than Or Equal (>=), Less Than (<), Less Than Or Equal (<=) logical expressions Not (!), And (&&), Or ( ) When expressions appear more than once, or when two expressions with equal importance appear in the same expression, they are evaluated from left to right. The expression NOT has precedence over the AND and OR expressions. If an expression contains parentheses, the partial expression within the parentheses is calculated first. Perform multiplications, followed by additions, subtractions, comparison expressions, and logical expressions, from left to right. Examples: 2 * * 3 = 12 2 * (3 + 2 * 3) = 18 (2 * 3 + 2) * 3 = 24 (2 * 3) + (2 * 3) = 12

193 Condition and Assignment builder operations Logic operations Symbol AND Description Evaluate two or more comparative expressions and return a True value to the script if the two expressions are both True, and a False value if either expression is False. Example: A customer service department is open Monday to Friday, from 08:00 a.m. to 06:00 p.m. After 06:00 p.m., and on Saturday and Sunday, the department is closed. The condition TIME OF DAY = business_hours_gv) && DAY OF WEEK = weekdays_gv identifies the business hours.

194 Logic operations Condition and Assignment builder operations Symbol OR Description Evaluate two or more comparative expressions and return a True value to the script if either, or both, of the two expressions are True, and a False value if both expressions are False. Example: A customer service department is open Monday to Friday, from 08:00 a.m. to 06:00 p.m. After 06:00 p.m., and on Saturday and Sunday, the department is closed. The condition TIME OF DAY > 18:00) (DAY OF WEEK = SATURDAY, SUNDAY identifies a customer department that is closed. NOT The NOT expression evaluates a conditional expression and returns a True value to the script if the expression is False, and a False value if the expression is True. Example: On the 1st and 15th of every month, a company-wide meeting reduces the number of agents available to answer sales calls from customers. During the meetings, the company plays a recorded announcement that tells callers to expect some delay in answering their call. However, the company does not hold the meetings if the 1st or 15th is Saturday or Sunday. This example also shows how you can combine two expressions, AND and NOT. The condition DAY OF MONTH = 1,15) &&!(DAY OF WEEK = SATURDAY, SUNDAY) determines when the meetings are not held (on Saturday or Sunday).

195 Condition and Assignment builder operations Relational operations Symbol Description You can use relational expressions to compare the values of intrinsics, variables, and constants. The data type on each side of the comparison equation must be the same for the comparison to be a valid expression. Use relational expressions only with variables that return integers, seconds, or dates. For example, although you can determine that a numerical value greater is than 312, you cannot determine that a skillset is greater than another skillset. Values that can only be True or False are called Boolean values. The state of several situations at once (for example, it is later than 08:00, and there is at least one agent logged on to the skillset) can be evaluated by writing several comparison expressions, and then joining them into a logical expression consisting of a series of true or false answers. Equal to (==) Compare two values of the same type to see if they are equal or if they are of the same list or range. Use Equal to (==) for numeric or text data when you compare an item to another item. Not Equal to (!=) Compare two values of the same type to see if the first value is different from the second value or if the value on the left is not in the list or range of values on the right. Use Not Equal to (<>) for numeric or text data when you compare an item to another item. Greater Than (>) Compare two values of the same type to see if the first value is greater than the second value. Use the operation only with integers, time, and dates. Less Than (<) Compare two values of the same type to see if the first value is less than the second value. Use the operation only with integers, time, and dates. Greater Than or Equal (>=) Compare two values of the same type to see if the first value is greater than or equal to the second value. Use the operation only with integers, time, and dates. Less Than or Equal (<=) Compare two values of the same type to see if the first value is less than or equal to the second value. Use the operation only with integers, time, and dates. Contains Determine if a string contains a group of characters.

196 Condition and Assignment builder operations Adding assignments and expressions Add assignments and expressions to blocks in your application using the Condition and Assignment builder. You can use the palette to enter objects such as predefined variables, user-defined variables, and intrinsics, assign the objects to a specific number; and add logic to the expressions. Prerequisites Create a logic block. See Creating conditional and assignment expressions (page 188). 1 Beside Assignment Expressions on a Logic block, click Edit. 2 Beside Statements, click Add. 3 Select Add If or Add Locked If. 4 Use the mathematical operations, order of operations, logical operations and relational operations to create your expression. Procedure job aid Condition and Assignment builder palette Other operators in the condition and assignment builder Operator TO Description Create a range of an expression. Example: Days of the week. DAY OF WEEK == Monday TO Friday.

197 Condition and Assignment builder operations Other operators in the condition and assignment builder Operator APPEND ASSIGNMENT Description Add the current string to the existing string. Assign the variable equivalent to a value. Editing operators Operator Bsp Fwd Clear Entry Description Remove the last addition to your expression. Move forward in the expression. Clear entire entry in the Condition box. Move backward one position in the expression. Move forward one position in the expression. Deleting an expression Delete an expression from the list of completed expressions when you no longer require it for the block. 1 Under Statements, select the expression you want to remove. 2 Click Remove.

198 Contact Center Express intrinsics Intrinsics contain system-wide information about skillsets, agents, time, traffic, and call type. Use intrinsics in your applications to access system information. The application then uses this information in formulas and decision-making statements. Contact Center Manager creates and maintains intrinsics automatically. Intrinsics are available only to query data about the system within applications, not to modify data. An application can use information from intrinsics throughout the system. You can use the following types of intrinsics for applications: Skillset intrinsics (page 199) Time intrinsics (page 199) Traffic intrinsics (page 200) Call or contact intrinsics (page 201) SIP intrinsics (page 202) The data that an intrinsic gathers from the system and inserts into the application is referred to as the return value of the intrinsic. For example, the following statement returns a value of 3 if three active nonvoice or multimedia contacts are in the system. TOTAL ACTIVE CONTACTS You can use the intrinsics to apply conditions. For example, use the following statement to determine if the number of active nonvoice contacts in the system is less than five. TTOTAL ACTIVE CONTACTS < 5

199 Contact Center Express intrinsics Skillset intrinsics Skillset intrinsic elements are based on information about skillsets. You can use the value returned from the intrinsic to queue, for example, commands, and conditional commands. Skillset intrinsics return skillsets, integer values, and agent IDs. Instrinsic name ANSWERED COUNT EXPECTED WAIT TIME LOGGED OUT AGENT OUT OF SERVICE POSITION IN QUEUE PRIORITY IN QUEUE QUEUED COUNT Description The number of incoming contacts answered during the preceding 10 minutes. This intrinsic applies to both voice and multimedia contacts. The predicted wait time of the current contact in the skillset at this moment. This value can change over time, depending on contact traffic. This intrinsic is calculated by the contact processing application using real-time data. If the contact is not yet in the skillset indicated, an average expected wait time for the skillset is returned. Test whether an agent logged off. This intrinsic applies to both voice and multimedia contacts. This intrinsic tests for agents only at the local site. You cannot use this intrinsic to test for agents logged off network sites. Test whether skillsets are out of service. If you specify a list of skillsets, then the OUT OF SERVICE intrinsic returns a True value if all skillsets are out of service. Otherwise, the intrinsic returns a False value. The position of the contact in the skillset queue at this time. The priority of the current contact in the queue. This value can range from 1 to 6, with 1 being the highest priority and 6 being the lowest priority. A value of 0 indicates the contact is not currently in the queue. The number of contacts outstanding against the skillsets in the given contact priority at the time the intrinsic is executed. If you specify a list of skillsets, then the return value is the maximum value of the QUEUED COUNT value for all skillsets. Time intrinsics Time intrinsics are based on system time information, including the time of day, day of week, and day of year.

200 Contact Center Express intrinsics Intrinsic name DAY OF WEEK Description The current day of the week. Use this intrinsic to determine whether the current day is a specific day or is in a list or range of days. This intrinsic applies to both voice and multimedia contacts. DATE The current date. Use this intrinsic to determine whether the current date is a specific date or is in a range of dates. This intrinsic applies to both voice and multimedia contacts. DAY OF MONTH The current day of the month. Use this intrinsic to determine whether the current day is a specific day of the month (the 15th, for example), or is in a range of days (the 2nd to the 10th, for example). This intrinsic applies to both voice and multimedia contacts. MONTH OF YEAR The current month of the year. Use this intrinsic to determine whether the current month is a specific month or is in a range of months. This intrinsic applies to both voice and multimedia contacts. TIME OF DAY The current time of day. Use this intrinsic to determine the exact time or whether the current time of day is in a specified range of time. This intrinsic applies to both voice and multimedia contacts. Traffic intrinsics Time intrinsics are based on the system traffic level information. Intrinsic name TOTAL ACTIVE CONTACTS Description The number of nonvoice or multimedia contacts in the system at this time. Active contacts include all multimedia contacts in the system that are currently queued, are presented to agents, or are answered by agents. Active contacts do not include abandoned, rejected, or completed contacts.

201 Contact Center Express intrinsics Call or contact intrinsics Call intrinsics are specific to each call. Contract intrinsics are specific to each contact. Intrinsic name AGE OF CALL Description The age of the contact at this time. This intrinsic applies to both voice and multimedia contacts. AGE OF CONTACT The length of time the contact is in the system and is the nonvoice equivalent to AGE OF CALL. The AGE OF CONTACT intrinsic resets when the multimedia contact disconnects because the multimedia contact is sent from Contact Center Multimedia to Contact Center Manager Server to be requeued. CDN CLID CONFERENCED CONTACT DATA CONTACT TYPE The controlled directory number (CDN) of the current call. This intrinsic applies to voice contacts only. The calling line identification (CLID) of the current call. This intrinsic applies to voice contacts only. This intrinsic is True when the call is a consultative call. A consultative call is created when you start to conference in another party. When the conference is established, this intrinsic is False. This intrinsic applies to voice contacts only. Use the CONTACT DATA intrinsic to return specific pieces of custom information associated with the contact. The intrinsic information is associated with the contact at time of contact creation and is stored with the contact in key or value string pairs. To retrieve the intrinsic value, the script must have explicit knowledge of the name of the intrinsic key. The contact type of the contact. This intrinsic can be used to screen contacts and ensure that voice and multimedia contacts do not use the same applications. For example, you do not want to send an contact to a voice application or voice agents. If this happens, contact presentation to the voice agent is rejected (only on run time). (1 of 2)

202 Contact Center Express intrinsics Intrinsic name DIALED DN DNIS QUEUED ROUTE POINT Description The number that the caller originally dialed if the call is forwarded to the CDN using a switch feature. This intrinsic applies only to forwarded calls. You can use the dialed DN to transfer a call to Contact Center Manager. This intrinsic applies to voice contacts only. The first number that the caller dialed to enter the system. This intrinsic is called the Dialed Number Identification Service (DNIS) and is specific to the trunk used. Not all trunks are configurable to support DNIS; therefore, the DNIS intrinsic is empty for a trunk that is not configured on the switch to provide DNIS. This intrinsic applies to voice contacts only. An indicator whether the call is queued in local skillsets or agent queues (where the return value is True) or not (where the return value is False). This intrinsic applies to voice and nonvoice contacts. The anchor point for a contact and is a multimedia equivalent to the CDN for a voice contact to represent the route point for all contact types. The ROUTE POINT is a software-only address you define and acquire in Contact Center Manager. In Contact Center Multimedia, this intrinsic maps to multimedia skillsets. It does not exist in the switch. TRANSFERRED An indicator of whether the call is transferred (the return value is True) or not (the return value is False). The value for the TRANSFERRED intrinsic is True only for the call ID that is created when you initiate a transfer. When the transfer is complete, the intrinsic value is False. This intrinsic applies to voice contacts only. (2 of 2) SIP intrinsics SIP intrinsics are string types of name and value parameters used to extract intrinsic values. In SIP-enabled contact centers, the intrinsic value is made available using the new script command.

203 Contact Center Express intrinsics Intrinsic name ContactType CmfContactID Provider ProviderContactID SIP_CALL_ID SIP_REQUEST_URI SIP_FROM_ADDRESS SIP_TO_ADDRESS SIP_PREFERRED_LANGUAGE Description Numeric representation of the contact type. The unique internal ID for the contact in Contact Management Framework (CMF). The mechanism that created the contact, represented by a short string. If the contact was created in open queue, the string is OQ. SIP contacts use the string SIP. The external ID for the contact in Contact Management Framework (CMF). The SIP Call ID is the alphanumeric identification of the initial customer session. While it can be a unique key for parameter storage or retrieval to a remote database using HDX commands, a SIP Call ID is not maintained end to end as the contact traverses multiple proxies. The SIP Request URI is received in the initial INVITE intrinsic. The format of the URI is user@domain. This intrinsic is equivalent to the CDN. The SIP Contact Source is the value received in the From address in the SIP INVITE message. The value is a URI that identifies the logical initiator of the request, for example, bcustomer@cc.nortel.com. The SIP Contact Source is the value received in the From address in the SIP INVITE message. The value is a URI that identifies the logical initiator of the request, for example, bcustomer@cc.nortel.com. The language associated with the contact source address. In the case of a CS1000 originated contact, the language is based on the received locale header. For generic SIP solutions, the locale is the SIP accept-language header in the SIP INVITE message. If no language indication is received in the SIP message, this intrinsic returns en_us (US English). (1 of 2)

204 Contact Center Express intrinsics Intrinsic name SIP_SUBJECT SIP_USER_AGENT SIP_CALL_TYPE Description The string value entered by the caller as the subject of the call. It is not mandatory for the caller to enter a header. If nothing is entered, the intrinsic contains an empty space. The details of the agent used by the customer to make the call. For example, the agent can use UCCP/ or OC/ The primary contact type (media type) of the contact. In SIP Contact Center, this is normally either voice (c_contact_type_voice_gv) or instant message (c_contact_type_im_gv). System-defined global variables are created for CONTACT TYPE: c_contact_type_voice_gv c_contact_type_im_gv SIP_MAIN_CONTACT_ID Skillset SIP_RETURNED_TEXT_n or SIP_RETURNED_DIGITS_n The cmf ID of the main contact used in transfers or conferences. The skillset to which to route the contact. The intrinsics used to store the RETURNS <retval> parameter of the GIVE IVR command. If the GIVE IVR command is used for an instant message, use the SIP_RETURNED_TEXT_n intrinsic. For voice, use the SIP_RETURNED_DIGITS_n intrinsic. The n represents the instance of GIVE IVR encountered as the script runs. (2 of 2)

205 CCT Intrinsic configuration A Communication Control Toolkit (CCT) intrinsic is a value that stores Contact Center application-related information that an agent can use during a contact. The CCT intrinsics appear in the Contact Center Agent Desktop application when agents handle multimedia contacts. You can configure the CCT intrinsics to appear in the Contact Center Agent Desktop application by editing the CCADIntrinsicSettings.xml file. Prerequisites for CCT intrinsic configuration Plan to use the Contact Center Multimedia server to route multimedia contacts to the Contact Center Agent Desktop. Navigation Configuring the CCT intrinsic application list (page 205) Configuring CCT intrinsics (page 206) Configuring an Auto Launch application (page 207) Configuring the CCT intrinsic application list Configure a CCT Intrinsic application list to launch an application from the list after an agent accepts a voice contact. Prerequisites Log on to the Contact Center Multimedia (CCMM) server. Ensure that you have the file CCADInstrinsicSettings.xml.

206 CCT Intrinsic configuration 1 Double-click CCADInstrinsicSettings.xml file. 2 After <ApplicationShortcutList, enter <ApplicationShortcut>. 3 Type <Name>. 4 Type (Applicationname). 5 Enter </Name>. 6 Type <path>. 7 Type (path). 8 Enter %VALUE% </path>. 9 Enter <ForceLaunch>(condition)</Forcelaunch>. 10 Enter <\ApplicationShortcut>. 11 Repeat step 2 to step 10 for each application which you need to add for the CCT intrinsics. 12 On the menu toolbar, click File, Save. Configuring CCT intrinsics Configure CCT intrinsics that agents can access during a voice contact. Prerequisites Log on to CCMM server. Ensure that you have the file CCADInstrinsicSettings.xml. 1 Double-click CCADInstrinsicSettings.xml file. 2 After </ApplicationShortcutList>, enter <IntrinsicDetails>. 3 Enter <Name> skillset </Name>. 4 Enter <FriendlyName> skillset </FriendlyName>. 5 Enter <Display> true <Display>. 6 Enter <ForceLaunchIntrinsic> false </ForceLaunchIntrinsic>. 7 Enter </IntrinsicDetails>.

207 CCT Intrinsic configuration 8 Repeat step 3 to step 7 for each CCT intrinsic. 9 Type </IntrinsicDetailsList>. Configuring an Auto Launch application To authorize agents to enable or disable the Auto Launch application, configure Auto Launch application. Prerequisites Log on to CCMM server. Ensure that you have the file CCADInstrinsicSettings.xml. 1 Double-click CCADInstrinsicSettings.xml file. 2 To authorize agents to disable an Auto Launch application, after </ IntrinsicDetailsList>, enter <ApplicationForceEditable> true </ ApplicationForceEditable>. 3 To restrict agents from editing an Auto Launch application, after </ IntrinsicDetailsList>, enter <ApplicationForceEditable> false </ ApplicationForceEditable>.

208 User preferences This chapter describes how to configure the Service Creation Environment to suit your personal preferences for creating script and flow applications. Prerequisites for user preferences Start the Service Creation Environment. Navigation Configuring automatic saving (page 208) Configuring application preferences (page 209) Resetting the Service Creation Environment perspective (page 211) Refreshing data (page 211) Showing or hiding the Contact Center View (page 212) Configuring automatic saving Configure the interval at which SCE automatically saves projects. 1 From the Window menu, choose Preferences. 2 In the Preferences window, select General Settings. 3 Select the Auto Save Enable check box. 4 In the Interval (minutes) box, specify the number of minutes between automatic saves. 5 In the SCE GUI Tool Internal Logging Level, select the level of notification that is placed in the SCE log file when the automatic save occurs.

209 User preferences 6 Click Apply. 7 Click OK. Variable definitions Variable Interval (minutes) SCE GUI Tool Internal Logging Level Value The time interval between automatic saves. The level of the log entry in the SCE log when the automatic save occurs. The default log file location for the Service Creation Environment is C:\Nortel\Logs\Sysops\MsiLogs. You can choose from Error Debug Warning Info Configuring application preferences Create application preferences in the Service Creation Environment to define your global preferences for application development. Your application preferences can include the following: validation options: when and how to display the validation errors in your application code generation options: how to display code and debugging logs in your applications (display all or none) default wait options: the shortest default wait time for implementing wait blocks or commands in your application priority values: default priorities are configured in the block editor for configuring queues

210 User preferences 1 From the Window menu, select Preferences. 2 On the Preferences window, select Contact Center. 3 Select the Validation Options you want to configure. 4 Select the Code Generation options. 5 In the Default Wait Values, select the number of seconds as the default wait time in your wait commands. 6 In the Default Priority Values, select the priority values for the queue and IVR contacts. 7 Click Apply. 8 Click OK. Variable definitions Variables Validate options Values Choose when and how the validation occurs on each script or flow. Select the check box next to the following options: Validate on open: Validate the script or flow application when it is opened. Warning messages: Display warning messages in the Problem view. Suggestions: Display suggestions for correcting the error in the Problem view. Default wait values The minimum length of time used for wait blocks or commands in your application: Default Wait value Network Wait value Default priority values The default priorities assigned to calls in your application. You can choose a queue priority for default queues from 1 6. You can choose a priority for IVR queues from 1 6.

211 User preferences Resetting the Service Creation Environment perspective Reset the Service Creation Environment perspective to show the default configuration of the views in your Service Creation Environment. The default configuration of the views in your Service Creation Environment include the Contact Center view, the Problems view, and the Flow Editor which shows the applications. 1 On the Window menu, click Reset Perspective. 2 Click OK. Refreshing data Refresh the data such as Contact Center Manager server, the Contact Center Manager Server, the agents, skillsets, CDNs, DNISs, applications, and application variables in the Contact Center view to ensure that the information about variables and applications is current. 1 Select the item you want to refresh. 2 On the File menu, click Refresh. 3 In the Confirmation dialog box, click OK.

212 User preferences Showing or hiding the Contact Center View By default, the Contact Center view appears when you start the Service Creation Environment. You can show or hide the Contact Center view to see a list of all contact center flow and script applications, application manager data (AMD), and application variables. 1 On the Window menu, click Show View, Contact Center. Procedure job aid The following table shows inactive and active applications in the Contact Center view. Icon Description Valid flow application Active flow application Invalid flow application

213 Database maintenance and restoration The Contact Center Express Voice server and Contact Center Multimedia server have a common backup and restore utility. Perform the procedures in this chapter to back up or restore the Contact Center databases. When you backup data in Contact Center Express, a folder for ICP configuration data is automatically created in Contact Center Manager. You can choose to restore the ICP configuration data at the same time you restore the data, or you can use the Element Manager (EM). You can still backup and restore your ICP data separately from your data with Element Manager. Prerequisites to database maintenance and restoration Install the Contact Center server software. Navigation Creating a backup location (page 213) Performing an immediate backup of the database (page 215) Scheduling a backup of the database (page 217) Recovering a scheduled backup (page 218) Restoring a backup (page 219) Migrating the database (page 221) Creating a backup location Create a backup location on your network with the correct access permissions to ensure a designated location for the backup file. If you use tapes for your backups, you need not create a backup destination.

214 Database maintenance and restoration Prerequisites Ensure that you have a user account with full permissions to access the location for the database backups. 1 Choose Start, All Programs, Nortel, Contact Center, Database Utilities, Database Maintenance. 2 In the Database Maintenance dialog box, in the left pane, click Backups. 3 Click Backup Locations. 4 In the right pane, click Create. 5 From the Drive Letter list, select a drive letter. 6 In the UNC Path box, type the location to which to backup the database. 7 In the Username box, type the user name used to log on to the server specified in the UNC Path box. 8 In the Password box, type the domain password. 9 Click OK. Variable definitions Variable Drive Letter UNC Path Value The drive letter representing the destination for the backup file. You can choose from the drive letters listed. The Uniform Naming Convention (UNC) path, which is the IP Address and folder name of the server destination for the backup file. For example, the UNC path can be \\ \backup. Username The user name, including server name and user name for the backup destination server. For example, the user name can be \\ \administrator. Password The password for the user that you configure for the backup location.

215 Database maintenance and restoration Performing an immediate backup of the database Perform an immediate backup of the database to save the current data. You must perform this procedure after installation or when significant change occurs in the database, so that you can easily restore the database. You can back up one or more Contact Center databases at one time. The backup folder contains separate backup files for each database or folder you select. Nortel recommends that you perform backups during low traffic periods. CCMS services are not shut down during backups. Prerequisites Create a backup location if you want to use a network location for your backup. Know which applications you are to back up. 1 Click Start, All Programs, Nortel, Contact Center, Database Utilities, Database Maintenance. 2 In the Database Maintenance dialog box, in the left pane, click Immediate Backup. 3 In the Media Type section, select the Tape Drive or Network Disk option. 4 In the Applications section, select the check box beside each application to back up. 5 From the Backup Location list, select the network drive where you want to store the backup. 6 Click OK. 7 Click Yes to confirm your choices. 8 Use the Progress information field to monitor the progress of the backup. 9 Click Exit to close the Database Maintenance utility.

216 Variable definitions Database maintenance and restoration Variable Applications Value The Contact Center application databases that you can back up CCMS: Contact Center Manager Server database CCT: Communication Control Toolkit database CCMM: Contact Center Multimedia database ADMIN: Configuration items for backup locations, redundancy paths and schedule information (not a database) If an application is not available, you cannot select it. Backup Location Media type The destination for the network disk. The values are configured in the Backup Locations. The type of media used for your backup file. You can use a network disk location or a tape drive. If you use a network disk location, you must configure a destination before you can back up the file.

217 Database maintenance and restoration Scheduling a backup of the database Schedule a backup of the Contact Center Manager Server database to save the data regularly. You must regularly back up the database to ensure you always have current information in case you need to restore the data. Regularly scheduled backups overwrite the same file each time they occur. To keep more than one backup file, you must configure a separate network drive. You can back up one or more databases at one time. The backup folder contains separate backup files for each database or folder you select. If you have two scheduled backups occurring at the same time, the backup with the larger timeframe occurs first. For example, if you have a weekly backup and a monthly backup scheduled at the same time, the monthly backup runs first. It is recommended that when a backup is taken that all CC applications are backed up at the same time, so that if there is an issue or failure all CC applications can be restored to the same time. Prerequisites Create a backup location. Know which applications you want to back up. 1 Click Start, All Programs, Nortel, Contact Center, Database Utilities, Database Maintenance. 2 In the Database Maintenance dialog box, in the left pane, click Scheduled Backup. 3 In the right pane, click Create. 4 Under General Properties, in the Name box, type a name for the scheduled backup. 5 From the Media Type list, select Network Drive. 6 In the Start Date box, type the date on which to begin scheduled backups. OR Click the calendar icon and then select a date on which to begin scheduled backups. 7 In the Start Time box, select the time to start the backup. 8 From the Backup Location list, select a drive to store the backup. 9 From the Frequency list, select the frequency of the backup.

218 Database maintenance and restoration 10 Under Applications, select the check box beside the applications to back up. 11 Click OK. 12 Click Exit to close the Database Maintenance utility. Variable definitions Variable Applications Value The Contact Center application databases that you can back up CCMS: Contact Center Manager Server database CCT: Communication Control Toolkit database CCMM: Contact Center Multimedia database ADMIN: Configuration items for backup locations, redundancy paths and schedule information (not a database) If an application is not available, you cannot select it. Backup Location Frequency Media type Name The destination for the network disk. The values are configured in the Backup Locations. The frequency of the backup. You can choose from daily, weekly, monthly, or run once. The type of media used for your backup file. You can use a network disk location or a tape drive. If you use a network disk location, you must configure a destination before you can back up the file. Identifier for the scheduled backup. You can identify each backup with a unique name. Recovering a scheduled backup Recover a scheduled backup if an error occurs while the backup is running. A scheduled backup failure can occur for several reasons. For example, if the backup location is not available or if there is not enough space to save the

219 Database maintenance and restoration backup file, the scheduled backup fails. If an error occurs, the scheduled backup stops and an event is created. View the event in the Windows Event Viewer. Prerequisites Ensure that you view the event in Windows Event Viewer and address the reason why the scheduled backup failed. 1 Click Start, All Programs, Nortel, Contact Center, Database Utilities, Database Maintenance. 2 In the Database Maintenance dialog box, in the left pane, click Scheduled Backup. 3 Click the name of the scheduled backup to recover. 4 Click Recover. 5 Click OK. Restoring a backup Restore a backup, one database at a time, to restore the database to the point at which the last backup occurred, if you encounter a database error. If you have a co-resident server, restore the databases in the order that the software was installed, Contact Center Manager Server, Communication Control Toolkit second, then administration files. If you have a Contact Center Multimedia server in your CC this database should also be backed up, when the other CC applications are being backed up. Prerequisites Ensure that you know the location of the backup file. Ensure that you know which database to restore.

220 Database maintenance and restoration 1 Click Start, All Programs, Nortel, Contact Center, Database Utilities, Database Maintenance. 2 In the Database Maintenance dialog box, in the left pane, click Restore. 3 In the right pane, under Media Type, select the media type on which the backup is restored. 4 If the backup file is on the network drive, in the Backup Location list, select the backup location. 5 Under Application, select the database (CCT, CCMS, CCMM) or administration (ADMIN) files to restore. 6 Under Restore contents, choose the contents to restore for the database. 7 Click OK. 8 Use the Progress information field to monitor the progress of the restore. 9 Click Exit to close the Database Maintenance utility. Attention: All services must be stopped to perform a restore. This is done automatically by the Database Maintenance application. The procedure is Restore a database, run Server Configuration Utility which then prompts for a reboot, which then starts all services automatically.

221 Variable definitions Database maintenance and restoration Variable Application Value The database and applications of Contact Center that you can back up CCT: Communication Control Toolkit database CCMS: Contact Center Manager Server database CCMM: Contact Center Multimedia database ADMIN: Configuration items for backup locations, redundancy paths and schedule information (not a database) Backup Location Restore contents The destination for the network disk. The values are configured in the Backup Locations. The type of content stored in the database. Data is the data in the database or application file. Code is the information for Web services on the Contact Center Multimedia database. Media type The type of media used for your backup file. You can use a network disk location or a tape drive. If you use a network disk location, you must configure a destination before you can back up the file. Procedure job aid When you restore a Contact Center Multimedia database, if you restore the database backup to a Multimedia server different from where the backup occurred, the attachments are restored to the original installation attachments folder (\Nortel\Contact Center\ Attachments\). After the restore, you must confirm that the Configuration settings in the CCMM administrator point to the correct attachments folder. Migrating the database Migrate the database from one server to another.

222 Database maintenance and restoration Prerequisites Ensure that your database from the previous release of Contact Center is converted to the Caché format. For more information, see Nortel Contact Center Upgrade and Patches (NN ). Back up the old database. Know the drive on your server on which your database is installed. Create a backup location. See Creating a backup location (page 213). 1 Click Start, All Programs, Nortel, Contact Center, Database Utilities, Database Maintenance. 2 In the Database Maintenance dialog box, in the left pane, click Migration. 3 In the right pane, select the Application from which you want to migrate. 4 In the Migration Location box, select the location for your current database backup. 5 Click OK. Variable definitions Variable Application Migration Location Value The possible applications from where you can select a database. For example, if you are on a Contact Center Manager Server 7.0, you can migrate a database from Symposium Call Center Server 5.0 or Contact Center Manager Server 6.0. The location on the network for the database backup. Procedure job aid When you migrate a Contact Center Multimedia database, if you restore the database backup to a new Multimedia server, the attachments are restored to the original installation attachments folder (:\Nortel\Contact Center\ Attachments\). After the restore, you must confirm that the Configuration settings in the CCMM administrator point to the correct attachments folder.

223 Security configuration Perform the procedures in this chapter to configure the security on Interactive Communications Portal (ICP) for your Contact Center Express system. SIP-enabled Contact Center uses the Media Application Server (MAS) service of the ICP product to deliver media services, and is used for security configuration purposes for Contact Center Express. Prerequisites to security configuration Install the Contact Center Express Voice server software. See Nortel Contact Center Express Installation and Commissioning (NN ). Ensure that you have administrator privileges on the server on which you installed the Contact Center Manager server software. Commission and configure your security settings for ICP. See Nortel Media Application Server and Security (NN ). Attention: If you enable Security, ensure that the CCMA ADAM instance is not using ports 389 and 636. Security configuration procedures The following task flow shows you the sequence of procedures you perform to configure the security on your Contact Center Express Voice server. To link to any procedure, select Security configuration navigation (page 224).

224 Security configuration Security configuration procedures Security configuration navigation Configuring the Contact Center Manager security details (page 225) Configuring the communication between Contact Center Manager and UCM (page 226) Obtaining a server certificate from the Security software (page 228)

225 Security configuration Obtaining a server certificate from a third-party authority (page 230) Installing a server certificate (page 231) Mapping Unified Communication Management users to Contact Center Manager users (page 231) Starting Contact Center Manager application (page 233) Disabling the Security Framework (page 234) Saving the root certificate authority to a file (page 235) Job aid: Timing The estimated time to commission the security settings is 1 hour. The time required to configure the security can vary depending on the server, network infrastructure, and your confidence level with the software. Configuring the Contact Center Manager security details Configure the Contact Center Manager security details to record the location and settings of your security server. Prerequisites Configure Security on ICP. 1 From the Start menu, choose All Programs, Nortel, Contact Center, Manager, Configuration, Security Settings. 2 In the Security Details window, under Configuration Setup, select the option to indicate where your security server is installed. 3 In the Contact Center Manager (CCMA) Details group, select the Web Site Identifier of the Web site from the list. 4 Select your CCMA Server Protcol. 5 Select the IIS Port Number for the Contact Center Manager server. 6 In the Security Server Details group, type the details of the Contact Center Manager security server, including the FDQN, Protocol, and Port Number.

226 Security configuration 7 Click Enable. A confirmation message appears indicating that the CCMA Security Details configuration of the security server was successful. Variable definitions Variable Configuration Setup Web Site Identifier CCMA Server Protocol IIS Port Number Security Server FQDN Security Server Protocol Security Server Port Number Definition The location of the installed security server: On this server (Co-resident with Contact Center Express Voice server) or Other Server. A list of available Web site location identifiers. The security protocol of the Contact Center Express Voice server: HTTP or HTTPS. A list of available IIS port locations. The default is the location of the Contact Center Manager server. The Fully Qualified Domain Name (FQDN) of the Contact Center Manager security server, for example, server1.nortel.com. The security protocol of the Contact Center Manager security server: HTTP or HTTPS. The port number of the Contact Center Manager security server, for example, Configuring the communication between Contact Center Manager and UCM Configure the communication information between Contact Center Manager and the Unified Communication Manager (UCM) to ensure that the two applications work with each other. Attention: If you use a third-party certificate authority to sign the certificate, you must install the certificate before you complete the following procedure.

227 Security configuration 1 Log on to the server on which you installed the Contact Center Express - Manager server software. 2 Click Start, All Programs, Nortel, Contact Center, Manager, Configuration. 3 In the Configuration window, in the left pane, expand Nortel and Applications. 4 Select Security Settings. 5 In the right pane, click Security Settings. 6 In the Security Details dialog box, browse to the location of your Primary Security Server. 7 In the Web Site Identifier list, select CCMA, For CCMA Server Protocol, if SSL is enabled, you can select https; otherwise, http is selected by default. Attention: The protocol HTTPS is only valid after you install the certificate. 9 Accept the default IIS Port Number. 10 In the Security Server Details section, in the Security Server FQDN box, type in the CCMA FQDN. 11 In the Security Server Port Number box, type the security server port number. 12 In the Cache Interval box, type a number. This represents the number of local sessions of information cached on the server. 13 Click Enable. 14 On the Information box, click Yes. 15 Click OK to accept the updates. 16 Click Close.

228 Security configuration Variable definitions Variable Security Details Value Information about whether the Security software is installed on the same server as the Contact Center Express Voice server or not. You can choose from two options: Stand-alone security server Security software and Contact Center Manager are on separate servers. Co-res security server Security software and Contact Center Manager are installed on the same server. Security Server Details Cache Interval Security Server Port Number The fully qualified domain name for the Contact Center Manager server. The number of local sessions of information cached on the server. The port number used on the Security server for communication between the Security software and the Contact Center Manager server. The default number is CCMA Server Protocol The protocol used to communicate between the Contact Center Manager server and the internet. If SSL is enabled, select https. Otherwise, HTTP is selected by default. Obtaining a server certificate from the Security software Obtain a server certificate from the Security software. The Security software installs its own certification authority to use to sign a certificate request to secure the Web site using an X.509 interface. You need this certificate to run Contact Center Manager over a secure channel, such as HTTPS. After you create the certificate request using the Web Server Certificate Wizard you must sign this certificate before it is installed. Use the SFW Certificate Authority in the Agent Certificate Configuration utility provided with the Contact Center Manager server to sign the certificate.

229 Security configuration If the request is successful, you receive a server certificate that you must install using the Web Server Certificate Wizard. Prerequisites Install Internet Information Services Manager on the Contact Center Manager server. Install and configure the Security Framework. 1 Click Start, Administrative Tools, Internet Information Services (IIS) Manager. 2 Double-click the local computer, and then double-click the Web Sites folder. 3 Right-click the Web site or file for which you want to request a certificate, and then click Properties. 4 Click the Directory Security tab if you selected a Web site OR Click the File Security tab if you selected a file. 5 In the Secure communications group, click Server Certificate. 6 In the Web Server Certificate Wizard, follow the prompts to renew or create a new certificate. 7 Click Prepare the request now, but send it later. 8 Complete the remaining steps in the Web Server Certificate Wizard, and then click Finish. 9 On the server where you generated the certificate request, click Start, All Programs, Nortel, Contact Center, Manager to run the Client Certificate Management utility. 10 Type the fully qualified domain name of the SFW server to sign the certificate request. 11 Type a valid User ID and Password for this server. 12 Select the certificate request file created by the Web Server Certificate Wizard. 13 Click Process Request. Two files are created in the folder from where you select the certificate request file. The ClientCertificate.cer file is the certificate file that you install on your Web server. The RootCACertificate.cer file is the root CA certificate file that you add to your Trusted Root Certification Authorities on each of your clients.

230 Security configuration Obtaining a server certificate from a third-party authority Obtain a server certificate from a third-party certification authority to secure the Web site using an X.509 certificate. You need this certificate to run Contact Center Manager over a secure channel, such as HTTPS. After you request a server certificate from a third-party certification authority, the request is processed. If the request is successful, you receive a server certificate that you must install using the Web Server Certificate Wizard. Prerequisites Install IIS Manager on the Contact Center Manager server. 1 Click Start, Administrative Tools, Internet Information Services (IIS) Manager. 2 Double-click the local computer, and then double-click the Web Sites folder. 3 Right-click the Web site or file for which you want to request a certificate, and then click Properties. 4 Click the Directory Security tab if you selected a Web site. OR Click the File Security tab if you selected a file. 5 In the Secure communications group, click Server Certificate. 6 In the Web Server Certificate Wizard, follow the prompts to renew or create a new certificate. 7 Click Prepare the request now, but send it later. 8 Complete the remaining steps in the Web Server Certificate Wizard, and then click Finish.

231 Security configuration Installing a server certificate Install a server certificate after you request and receive a server certificate from a third-party certification authority. You need this certificate to run Contact Center Manager over a secure channel, such as HTTPS. Prerequisites Ensure that you received a server certificate. 1 Click Start, Administrative Tools, Internet Information Services (IIS) Manager. 2 Double-click the local computer, and then double-click the Web Sites folder. 3 Right-click the Web site or file for which you requested and received a certificate, and then click Properties. 4 Click the Directory Security tab if you selected a Web site. OR Click the File Security tab if you selected a file. 5 In the Secure communications group, click Server Certificate. 6 In the Web Server Certificate Wizard, click Process Pending Request. 7 Perform the remaining steps in the Web Server Certificate Wizard, and then click Finish. Attention: After you install the certificate, you must set the correct port number for CCMA. Ensure you set the correct protocol to HTTPS. Mapping Unified Communication Management users to Contact Center Manager users Map all Unified Communication Manager users to Contact Center Manager users to ensure the single sign on feature is enabled for all applications.

232 Security configuration When you create users in Contact Center Manager, you can use this utility to map the Contact Center users to UCM users. 1 On the CCMA server, click Start, All Programs, Nortel, Contact Center, Manager, Configuration. 2 In the Configuration window, in the left pane, expand Nortel, Applications. 3 Select CCMA User Migration. 4 In the right pane, click CCMA User Migration. 5 Under Search Type, select Local Security Server or Domain. 6 Under Search Options, specify the details for the users you want to find. OR On the right side of the window, click List All. 7 To use a secure connection, click the Connect Using SSL check box and complete the details for the domain name and port number. 8 Under the Map User Accounts list, select a configured Unified Communications Manager account you want to map. 9 Under the Unassigned CCMA Users list, select a CCMA user that you want to map to the Unified Communications Manager account. 10 Click Map User. 11 Click Save. 12 Click Close.

233 Security configuration Variable definitions Variable Search Type Value Search for users configured on the system. Local Security Server Accounts find all accounts configured on the server. Domain find all external users on a domain, such as an LDAP or database. Server IP Domain Name Port Number Anonymous Bind Specify Domain Account User ID Password The domain server IP address where the user accounts are stored. The domain to which you want to connect in a secure configuration. This box appears only when you select the Connect Using SSL check box. The port number to connect to the domain. This box appears only when you select the Connect Using SSL check box. Access the domain server using an anonymous account. Access the domain server using a specific account. User ID used to access the domain server. Password used to access the domain server. Search all user accounts where Choose the criteria for the search of user accounts. Starts with Add a specific letter or group of letters to narrow the search of user accounts. Starting Contact Center Manager application Start Contact Center Manager application using the following procedure if the Security software is installed. Prerequisites Map the Contact Center Manager user accounts in the Unified Communications Management utility. 1 On the Contact Center Express Voice server, start Internet Explorer.

234 Security configuration 2 Type port>. 3 Log on using an account mapped in the Unified Communications Management utility. 4 If you are prompted to change your password, change the password for the user account. Disabling the Security Framework Disable the Security Framework if you need to access the Contact Center Manager server without the restriction of the security policies or to revert to the previous Contact Center Manager log on method without the Security Framework. 1 On the Start menu, click All Programs, Nortel, Contact Center, Manager, Configuration, Security Settings. 2 In the Security Details window, click Disable.

235 Security configuration Saving the root certificate authority to a file Save the root certificate authority to a file that is accessible to the client so that you can import the security certificate to the browser. Prerequisites Ensure that you have a server certificate. 1 Log on to the Unified Communication Management (UCM) utility using the Administrator account, with the User ID admin. 2 Under Security, click Certificates. 3 Click the Private Certificate Authority tab. 4 Click Download, and then name and save the security certificate to a file. Importing the root certificate authority to Internet Explorer Import the root certificate authority to the browser to prevent Internet Explorer from displaying a Security Alert when you connect to the security server. You must add the Root CA certificate to Trusted Root Certification Authorities. Prerequisites Install and configure your Contact Center Manager security server. Save the security certificate to a file. 1 Open Internet Explorer. 2 Select Tools, Internet Options. 3 Click the Content tab. 4 Click Certificates.

236 Security configuration 5 In the Certificates window, click the Trusted Root Certification Authorities tab. 6 Click Import. 7 In the Certificate Import Wizard, perform the steps to import the security certificate for the Contact Center Manager security server. Locate and select the certificate from the location where you saved the file and accept all other defaults in the wizard. 8 Click Finish. 9 Restart your browser to apply the changes. Configuring security prompts in Internet Explorer Configure security prompts in the Internet Explorer browser to suppress warning messages that can appear when you access the security server URL. 1 Open Internet Explorer. 2 Select Tools, Internet Options. 3 Click the Security tab. 4 Click Trusted Sites. 5 Click Custom Level. 6 In the Security Settings window, scroll through the list until you find the option Don t prompt for client certificate selection when no certificates or only one certificate exists, and then click Enable for this setting. 7 Click OK. 8 Click Yes to confirm the change. 9 Click OK 10 Restart your browser to apply the changes.

237 Getting help Use the procedures in this chapter to learn about getting help in the Contact Center Manager application and the Service Creation Environment. Navigation Viewing online Help (page 237) Viewing context-sensitive Help (page 237) Viewing online Help Use the online Help to view information about the application. 1 From the Help menu, choose Help Contents. 2 On the Help window, select the topic that you require help with. Viewing context-sensitive Help View context-sensitive Help to view information about the current task.

238 Getting help 1 With your mouse, select a window for which you need help. 2 Press F1 to open the Help view. 3 Click an object on the screen to view available help topics in the Help view.

239 Alarms and events The Alarm Monitor (and Event Browser) shows events that occur on the server. These programs provide many common features for viewing events. To view client events, such as successful logon or logoff or failure to connect, use the PC Event Browser, which provides many features for viewing events. Events are log entries that record activities in Contact Center Manager Server, such as sending or receiving messages, opening or closing applications, and errors. Some events are for information only, while others can indicate problems. You can filter events by several categories, such as severity and event code range. You can also limit the display to the most recent events. The main advantage of the Alarm Monitor is that it automatically appears in the foreground of the desktop when an event occurs, thus immediately alerting you to problems. You can specify whether the Alarm Monitor appears in the foreground for only critical events, major and critical events, or all events, or whether it stays in the background. In the Alarm Monitor, you can filter events by severity only. The Alarm Monitor does not display information events. In Contact Center Express, you can also view alarms in Element Manager. Prerequisites to alarms and events Install and commission Server Utility. See Nortel Contact Center Installation (NN ) and Nortel Contact Center Commissioning (NN ). Ensure you have access to Element Manager. Navigation Using the Alarm Monitor (page 240) Clearing active alarms (page 241) Using the Alarm Monitor in Element Manager (page 241)

240 Alarms and events Clearing active alarms in Element Manager (page 242) Using the Alarm Monitor The Alarm Monitor appears in the foreground when a critical, major, or minor event occurs. If you cannot see the Alarm Monitor or if it is closed, follow this procedure to open the Alarm Monitor. 1 Choose Start, All Programs, Nortel, Contact Center, Server Utility, Server Utility. 2 On the Nortel Contact Center Manager Server Utility Login dialog box, in the User ID box, type the user ID for the Contact Center Manager Server on which you want to log on. 3 In the Password box, type the password for the Contact Center Express Voice server on which you want to log on. 4 From the Server Name or IP address list, select the Contact Center Express Voice server name or IP address. 5 Click OK. 6 On the Server Utility window, expand System. 7 Expand Alarms & Events. 8 Double-click Alarm Monitor.

241 Alarms and events Clearing active alarms Clear an alarm to remove the selected alarm (but not the event that raised it) from the event log. This action also removes the selected alarm from the list in the Alarm Monitor. If the event occurs again, however, the alarm reappears in the Alarm Monitor. Attention: Contact Center Manager automatically clears alarms when the alarm condition changes. Prerequisites Open the Alarm Monitor. 1 On the Alarm Monitor window, select the alarm that you want to clear. 2 On the Alarm Monitor, choose File, Clear Alarm. 3 In the Clear Alarm dialog box, click yes to clear the selected alarm. Using the Alarm Monitor in Element Manager In Contact Center Express, you can view alarms in Element Manager. Complete the following procedure to open the Alarm Monitor. 1 Log on to Element Manager. 2 In the left pane, click Alarms. 3 On the Alarms page, select the alarm you want to view. The alarm details appear.

242 Alarms and events Clearing active alarms in Element Manager Clear an alarm to remove the selected alarm (but not the event that raised it) from the event log. This action also removes the selected alarm from the list in the Alarm Monitor. If the event occurs again, however, the alarm reappears in the Alarm Monitor. 1 Log on to Element Manager. 2 In the left pane, click Alarms. 3 On the Alarms page, select the alarms you want to clear. 4 Click Clear.

243 Server utilities This chapter provides an overview of the Contact Center Manager Voice server utilities. Navigation Computer name sync (page 243) Configuration utility (page 244) Database Expansion utility (page 244) System Control and Monitor Utility (page 245) Computer name sync Contact Center includes many server software applications that control routing, handling, and reporting contacts. If you change the name or IP address of one server software application, you must update the other server applications in your contact center with the new information. If network connectivity on your network requires the use of Fully Qualified Domain Names (FQDN) then the FQDN of each machine must be resolvable between all servers associated with Contact Center. FQDNs must not exceed 255 characters. Server names must adhere to RFC1123 (Requirements for Internet Hosts) which specifies that a host name must adhere to the following guidelines: Use only characters a to z, A to Z, 1 to 9 in a host name. Do not use the underscore character (_) and dot character (.). Spaces and hyphens in the host name are not available. Host names must be 6 to 15 characters in length. If all servers are on a network, you can use the Domain Name Service (DNS) server to resolve name and IP address translations for your servers. If you do not use a DNS in your network, you must manually update the HOSTS file on every server in your network. You must ensure your server computer name

244 Server utilities and Domain Naming Server (DNS) host name match exactly, including uppercase and lowercase letters. If these names do not match, you cannot install the Contact Center software. A mismatch in these names can occur, for example, if you perform a new installation of the operating system and enter the computer name in uppercase letters. Windows uses your entry to configure both the computer name and the DNS host name. However, after the operating system installation is complete, you can find that Windows configured the DNS host name in uppercase letters as you entered it, but that the computer name is configured in lowercase letters. Check the names, and if necessary, change them. Configuration utility Use the configuration utility, Nbconfig, to view the local server settings, the address table, and the sites for your Contact Center Manager servers. If your contact center is in a network environment, you can use the configuration utility to add sites to the Network Control Center. The following access levels are available: regular access level Read the information in the Configuration utility. administration access level Change the server settings. You can view the following information in the Nbconfig dialog box: Local Machine Settings The Local Machine Settings tab lists the local site name and network card IP addresses. Address Table The Address Table tab lists the computer name, IP address, and port information of all servers in the network, including the Network Control Center. Site Table The Site table tab lists information about site names, IP addresses, and flags. When you log on to the Network Control Center in administration mode, use this page to add sites. Database Expansion utility If you create a new partition on your server for database use, you can use the Database Expansion tool, part of the Backup and Restore utility, to expand the database into that partition. When you run the Database Expansion, it automatically detects usable new partitions that are not already in use. When it detects usable new partitions, the utility assumes you want to expand your database into them. The tool automatically selects a partition for expansion if it is not currently used for a database

245 Server utilities it is formatted as NTFS it has at least 2.1 GB of free space You must consider other factors when you expand the database into a new partition. Partitioned sizes on all database drives must be in increments of 1 GB (equivalent to 1024 MB). The maximum number of 32 GB database partitions is four. Maximum database size is 128 GB. You can locate the C drive, D drive, and database partitions on the same hard disk, if required, as long a sufficient disk space is available. System Control and Monitor Utility The System Control and Monitor Utility is a common utility that you can use on Contact Center servers to monitor the services and shut them down. The functionality of the utility is split between separate tabs for each installed Contact Center application. In addition, a summary of the progress appears on the main tab. System Control and Monitor Utility