User guide

General Information Guide
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Contact Center Chat provides the online chat presence of contact center employees, including
Online, Offline, and Away. Agents can view the availability and presence of other contact center
employees before they transfer calls or send online chat messages.
Enterprise Presence / Chat Integration integrates with Microsoft Lync Server 2010 to enable
contact center employees to view the presence of both internal and external contacts to
determine if they are available to communicate. In addition to Online, Offline, and Away,
employees see In a Meeting, Busy, On a Call, Do Not Disturb, Out of Office, and other presence
indicators.
Lync extends the capabilities of Contact Center Chat enabling agents to communicate with
people who are
• In the same company, but are not using Contact Center Client
• In the same company, but are not on the same intranet
• External to the company, where the companies in which they work have a Federated Live
Communication Server environment and use Lync
• External to the company, communicate over the public internet, and use popular instant
message services (MSN, AIM, Yahoo!)
In a Lync environment, you can take advantage of other forms of communication: computer
voice calls, video conferencing, white boarding, and desktop sharing capabilities.
Communication with MSN, AIM and Yahoo! is typically limited to instant messaging only.
Global Partners
Call Recording
Integration is available for the following call recording applications:
• Cybertech: SMB Recording Solution Myracle Platform
• Cybertech: Enterprise Recording Solution Pro Platform
• Voice Print International (VPI): Activ!Voice Recording Solution
Cybertech: SMB Recording Solution Myracle Platform
Features include
• Support for 3300 ICP and 5000 CP
• Support for 4 to 64 channels in one server and archiving to NAS, SAN, DVD, or Iomega REV
• Quality monitoring
Cybertech: Enterprise Recording Solution Pro Platform
Features include
• Support for 3300 ICP and 5000 CP