Administration Guide Summary

The manual was written in by 3Com. The language is listed as follows: Administration Guide English. The manual is applied to the following one product model as follows: WEBCCMODULE IP Contact Centers. The manual was created in Portable Document Format, called as PDF manual. The PDF document file with the name of 3com_ip_contact_center_administrator_guide-v70aa.pdf has 232 pages with the file size of 2854677. The digital document is original with no watermarks.

Administration Guide Information

Brand:3Com
Category: Network
Model:WEBCCMODULE IP Contact Centers
Type:Administration Guide
Language:English English Manual
File info:PDF / 2.7 Mb / 232 pages
Support:

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PDF File Information

Title: 3Com IP Contact Center Administrator Guide, Release 7
Creator: FrameMaker 6.0
Producer: Acrobat Distiller 7.0.5 (Windows)
CreationDate: Fri May 5 09:31:06 2006
ModDate: Sun May 7 13:52:39 2006
Tagged: yes
Pages: 232
Encrypted: no
Page size: 611 x 792 pts
File size: 2854677 bytes
Optimized: yes
PDF version: 1.6

PDF Bookmark and List of Contents

  • Title Page

  • Copyright and Trademarks

  • Contents

  • About This Guide

    • Who Should Read This Guide
    • How This Guide Is Organized
    • Related Publications
  • Ch 1. 3Com IPCC Administrator Basics

    • 3ComIPCCAdministrator Overview
      • System Provisioning Overview
      • Media Overview
      • Business Logic Overview
      • Workforce Overview
    • Accessing 3ComIPCCAdministrator Components
      • Logging On to the 3ComIPCC Desktop
      • Opening 3ComIPCCAdministrator Components
    • Working with the User Interface
    • Guidelines for Entering Text
    • Working with Multiple Administrators
    • Defining a New Resource
    • Copying a Resource
    • Modifying a Resource
    • Deleting a Resource
    • Getting Help
      • Accessing Help for 3ComIPCCAdministrator and the 3Com IPCC Desktop
      • Using the Controls in the Help Window
      • Finding a Help Topic
      • Resizing the Help Navigation Frame
      • Printing a Help Topic
      • Troubleshooting Online Help Access Problems
    • Closing 3ComIPCCAdministrator
  • Ch 2. System Provisioning

    • About Gateways
      • External Gateways
      • Internal Gateways
    • About Internal Gateways and Trunk Group Configuration
      • Physical Configuration of an Internal Gateway
      • Logical Configuration
    • About Digit Translation Rules For an Internal Gateway
    • Viewing or Modifying Hub or Node Settings When an Internal Gateway is Used
    • Defining a Gateway
    • Modifying an Internal Gateway
    • Deleting a Gateway
    • Defining or Modifying a Trunk Group
    • Deleting a Trunk Group
  • Ch 3. Media

    • Media Sources
      • About Audio Sources
      • Defining or Modifying an Audio Source
      • Deleting an Audio Source
      • About Recording Announcements
      • Recording an Announcement over the Phone
      • Recording an Announcement Using a Digital Audio Editor
      • Reviewing a Recorded Announcement
      • About Web Sources
      • Defining or Modifying a Web Source
      • Deleting a Web Source
    • External Address Book
      • Defining or Modifying an External Address Book Entry
      • Deleting an External Address Book Entry
    • Routed Contact Target Addresses
      • About Routed Contact Target Addresses
      • Defining or Modifying a Target Address
      • Deleting a Target Address
  • Ch 4. Business Logic

    • Classifications and Classification Sets
      • About Classifications and Classification Sets
      • Defining or Modifying a Classification
      • Deleting a Classification
      • Defining or Modifying a Classification Set
      • Deleting a Classification Set
    • Contact Thresholds
      • About Thresholds
      • About Alerts
      • Defining or Modifying a Set of Classification or Calls Waiting Thresholds
      • Deleting a Set of Classification or Calls Waiting Thresholds
    • Hours of Operation
      • About Hours of Operation
      • Defining or Modifying an Hours-of-Operation Schedule
      • Deleting an Hours-of-Operation Schedule
    • Deferred Assistance Settings
      • About Escalation Timeouts
      • Defining or Modifying Escalation Timeouts
      • Deleting Escalation Timeouts
      • About Auto-Acknowledgment Templates
      • Defining or Modifying an Auto-Acknowledgment Template
      • Deleting an Auto-Acknowledgment Template
    • Service Level Objectives
      • About Service Level Objectives
      • Defining or Modifying Service Level Objectives
      • Deleting Service Level Objectives
    • Business Attributes and Priority Expressions
      • About Prioritization Logic
      • Business Attribute Overview
      • How the Value of a Business Attribute Is Calculated
      • When the Value of a Business Attribute Is Calculated
      • Understanding System-Defined Business Attributes
      • Defining or Modifying Business Attributes
      • Deleting a Business Attribute
      • Defining or Modifying a Priority Expression
      • Deleting a Priority Expression
    • Data Sources
      • About Data Sources
      • Viewing and Testing a Data Source
    • Business Logic Sets
      • About Business Logic Sets
      • Defining or Modifying a Business Logic Set
      • Deleting a Business Logic Set
  • Ch 5. Workforce

    • User Roles
      • About User Roles, Feature Sets, and Classes of Service
      • Defining or Modifying a Role
      • Specifying or Changing the Feature Sets Included in a Role
      • Deleting a Role
    • Classes of Service and Feature Sets
      • About Classes of Service and Feature Sets
      • Defining or Modifying a Class of Service
      • Deleting a Class of Service
    • Skills
      • About Skills
      • Defining or Modifying a Skill
      • Deleting a Skill
    • Teams
      • About Teams
      • Defining or Modifying a Team
      • Deleting a Team
      • Adding or Removing a Team Supervisor
      • Adding or Removing Team Members
    • User Thresholds
      • About User Thresholds
      • Defining or Modifying a Set of User Thresholds
      • Deleting a Set of User Thresholds
    • Users
      • About Users
      • Defining a New User or Modifying a User’s Settings
      • Deleting a User
    • Wrap-Up Codes and Idle Reasons
      • About Wrap-Up Codes
      • Defining or Modifying Wrap-Up Codes
      • Deleting a Wrap-Up Code
      • About Idle Reasons
      • Defining or Modifying Idle Reasons
      • Deleting Idle Reasons
  • Glossary

  • Index

    • Numerics
      • 3Com IPCC Administrator
      • 3Com IPCC Desktop
      • 3Com IPCC Real-Time Status Viewer
      • 3Com IPCC Reporter, enabling access to 172, 173
      • 3Com IPCC Workflow Builder, enabling access to 172
      • 3Com IP Contact Center 13
      • 3Com VCX IP gateway 42
      • accessing
      • access requirements 18
      • adding
      • adding (Continued)
      • Add/Remove button 22
      • address book
      • Administrator
      • administrators
      • agent personal statistics 166
      • alerts
      • Alerts panel
      • ANI digits, configuring 47, 56
      • announcements
      • Application feature set
      • applications, enabling users to define 172
      • Apply button 23
      • archived e-mail messages, enabling viewing of 167
      • assigning set of thresholds to a user 98
      • attributes
      • AudioCodes card
      • audio editor, using to record announcements 74
      • audio sources
      • auto-acknowledgment templates
      • auto-answer
      • auto-answer settings 166
      • automatically available setting for agents 167
      • Available state, setting for automatic placement in 165
      • bulletins
      • business attributes
      • business attributes (Continued)
      • business hours
      • business logic, creating 16
      • Business Logic component
      • business logic sets
      • Calculate Attribute workflow step 133
      • callback contacts
      • Calls Waiting indicator
      • Calls Waiting thresholds
      • call type announcements
      • Cancel button 23
      • central database 144
      • classes of service
      • classifications
      • classification sets
      • Classification thresholds
      • class of service settings 162
      • closing 3Com IPCC Administrator 39
      • coach agents, enabling supervisors to 171
      • comfort sounds 68
      • Common feature set
      • Components 18, 19
      • component shutter bar 22
      • Constant distribution law 138
      • contact attributes 134
      • Contact classification set 197
      • Contact Handling feature set
      • Contact History Viewer, enabling access to 166
      • contacts
      • ContactSecsInQueue contact attribute 134
      • ContactSecsInSystem contact attribute 134
      • Contact thresholds
      • Copy button 22
      • copying a resource 29
      • CRM database 145
      • databases
      • data sources
      • Default classification 89, 93
      • Default Trunk Group setting 49
      • deferred assistance settings 116
      • defining
      • Delete button 22
      • deleting
      • Deliver to User step 67
      • deploying a workflow 147, 151
      • Deployment Type settings 151
      • designated lock time 26
      • Desktop
      • Desktop feature set
      • digital audio editor, using to record announcements 74
      • digit translation rules
      • direct phone numbers, assigning to users 200
      • distribution law for business attribute 130, 138
      • dynamic business attributes 130
      • Edit button 22
      • editing a resource 30
      • e-mail auto-acknowledgment templates
      • e-mail contact
      • e-mail notifications, enabling users to receive for emergencies 171
      • emergency notifications
      • emergency recordings, enabling playback of 167
      • entry points 152
      • escalation timeouts
      • Exponential distribution law 138
      • expressions
      • external address book entries
      • external gateways, about 42
      • external music on hold
      • external phone, setting as primary phone 201
      • features, enabling users to define 172
      • feature sets
      • feature sets (Continued)
      • finding online Help topics 36
      • frameset view, online Help 35
      • gateways
      • guidelines for entering text 23
      • Help, online
      • Help button 23
      • historical reports
      • historical reports (Continued)
      • holidays, defining or modifying 110
      • hours of operation
      • hub
      • Hub and Node settings
      • Idle reasons
      • If Open workflow step 110
      • internal gateways
      • internal music on hold
      • IPCC phones, enabling for users 201
      • IPCC Soft Phone
      • Java code for business attribute 132
      • Linear distribution law 138
      • local database 144
      • locked 3Com IPCC Administrator 25 to 27
      • lock icon 25 to 27
      • Logarithmic distribution law 138
      • Logging 19
      • logging off 39
      • logon name 196
      • Management classification set 198
      • Management feature set
      • Media component
      • Media thresholds
      • MediaType contact attribute 134
      • media types
      • meet-me contacts, busy (ring-through) settings for 170
      • Microsoft SQL Server stored procedure call 131
      • Minimize button 22
      • minimizing components 22
      • modifying
      • modifying (Continued)
      • monitor agents, enabling supervisors to 171
      • multiple administrators 25 to 27
      • music on hold
      • My Statistics tab
      • naming conventions 23
      • New button 22
      • new resources, defining 28
      • nodes
      • normalized value distribution law 130, 138
      • numeric attributes 137
      • numeric business attributes 130
      • OK button 23
      • online Help
      • operating hours
      • Oracle stored procedure, calling 131
      • Outbound Access list in address book 59, 164
      • overview
      • Parameter Update Tool
      • passwords
      • percolation sounds
      • phone numbers, assigning to users 200
      • phones, setting for users 201
      • playback of messages and recordings, enabling 166
      • preference for a skill 177, 199
      • prerecorded music on hold
      • printing online Help topics 38
      • Print Text workflow step 77
      • prioritization logic, about 128
      • priority expressions
      • proficiency level for skill 199
      • proficiency with skill 177
      • prompts
      • Push URL workflow step 77
      • Real-time Stats Viewer
      • recording announcements
      • recordings, enabling playback of 167
      • RecordPrompt.xml 72
      • remote access, enabling for users 201
      • remote access code, resetting 197
      • remote voice message access 197
      • Report Emergency button 171
      • Reporter
      • reports
      • resizing online Help navigation frame 37
      • resources
      • restoring a deleted user 202
      • Ring-Through feature set
      • roles
      • routed contact target addresses
      • schedule
      • send bulletins, enabling users to 171, 172, 173
      • Sequence setting for workflow association 152
      • service level objectives
      • Session Initiation Protocol (SIP) 42
      • shutter bar 22
      • Shutters 20, 22
      • skills
      • sounds, percolation 68
      • SQL query used to calculate business attribute 131
      • static business attributes 130
      • stored procedure call 131
      • Strategic feature set
      • supervising teams, feature set required to 171
      • supervisors, adding to or removing from teams 184, 201
      • SvcLevelObjective contact attribute 134
      • Sybase stored procedure call 131
      • symbolic business attributes 130
      • symbolic system attributes 135, 137
      • system announcements
      • system-defined attributes
      • System feature set
      • System Provisioning component
      • System Provisioning component (Continued)
      • target addresses
      • teams
      • telephone numbers, assigning to users 200
      • templates
      • testing data sources 145
      • text entering guidelines 23
      • thresholds
      • threshold sets
      • timeouts
      • time schedule
      • time zone setting 49
      • tones
      • topic-only view, online Help 34
      • translation rules
      • troubleshooting, online Help does not display 32
      • trunk groups
      • trunk-related statistics 42
      • trunks, about 45
      • user attributes 135
      • user-defined attribute 135
      • User ID 197
      • user interface described 21
      • User List report 197
      • user roles
      • users
      • users (Continued)
      • UserSecsInQueue user attribute 135
      • User thresholds
      • VCX gateway 42
      • voice contact
      • voice gateways
      • voice message contact
      • voice messaging feature 197
      • Web access, enabling 164
      • Web chat transcripts, enabling viewing of 167
      • Web collaboration
      • Web contact
      • Web on hold 77
      • Web sources
      • whisper tones 67
      • workday hours
      • workflow association
      • Workflow Builder
      • workflows, deploying 147, 151
      • Workforce component
      • wrap-up codes
      • xlate.txt 46, 55
      • zip tones