User guide

About this Document

• Contact Center Solutions Enterprise Edition Reports Guide: describes all of the report types

available and explains how to generate reports included with Contact Center Enterprise

Edition.

• Contact Center Solutions and Call Accounting System Engineering Guide: provides detailed

information on the hardware and software requirements for server and client computers,

data storage requirements, frequently asked questions, and other considerations for Con-

tact Center Solutions and Call Accounting.

• Contact Center Solutions Deployment Guide: provides information regarding how to scale

up from a simple solution for a deployment that can grow as the contact center grows.

High-level requirements, specifications, networking considerations, best practices, and oth-

er useful references for planning the deployment of large-scale, complex contact centers

are discussed.

• ACD Resiliency Getting Started Guide: provides information on ACD Resiliency concepts

and how to configure your enterprise in Contact Center Management.

• Contact Center Management Installation Guide: provides instructions on how to install

Contact Center Management on the Enterprise Server, how to configure client computers

for Contact Center Management, and how to install Contact Center Management at remote

sites.

• Multimedia Contact Center Installation Guide: describes how emails, SMS, chats, and faxes

are routed. It includes information on how to set up your site to send and receive Multimedia

Contact Center email, SMS, chat and fax contacts.

• Visual Workflow Manager Quick Start Guide: describes how to install and configure Visual

Workflow Manager.

• Intelligent Queue Installation Guide: describes how to install and configure Intelligent

Queue.