User guide

Contact Center Solutions
11
• Contact Center Management Enterprise Node (available for Enterprise Edition only)
provides multi-telephone system (remote and co-located) enterprise-wide historical
reporting and real-time monitoring. It is used if enterprise-wide lists and real-time reporting
is required on more than one system. Each additional system requires a Contact Center
Network license. See "Contact Center Management Enterprise Node" in this document.
• ACD Resiliency (available for Enterprise Edition only) works in conjunction with Contact
Center Management, OPS Manager, and the 3300 ICP to provide contact centers with an
immediate response to outages and allows IP phones to remain in service in the event their
3300 ICP controller fails. See "Resiliency and ACD Resiliency" in this document.
• Flexible Reporting (available for Enterprise Edition only) works in conjunction with Contact
Center Management to enable you to design your own report templates. Using the Flexible
Reporting Wizard, you can create customized reports with existing statistics (column
headings), including only the statistics that are meaningful to your business. You can select
like data for two or more device types and combine them in one report. See "Flexible
Reporting" in this document.
• Interactive Contact Center (Enterprise Edition and Business Edition) integrates with
Contact Center Management and Multimedia Contact Center to provide virtual queuing.
With Interactive Contact Center, you can readily control agent and queue states on the
Contact Center Management real-time monitors. See "Interactive Contact Center" in this
document.
• Interactive Visual Queue (Enterprise Edition and Business Edition) enables agents to
monitor calls within queues and then move calls from busy queues to less active queues.
See "Interactive Visual Queue" in this document.
• Contact Center Soft Phone (Enterprise Edition and Business Edition) comprises Contact
Center PhoneSet Manager and Contact Center Softphone. Both applications enable agents
to use their desktop computers as IP-based phones. See "Contact Center Softphone &
Contact Center PhoneSet Manager" in this document.
• Workforce Scheduling (available for Enterprise Edition only) works with Contact Center
Management to provide forecasting and automated agent scheduling based on business
rules and required skills. See "Workforce Scheduling" in this document.
• Schedule Adherence (module included with Workforce Scheduling, available for
Enterprise Edition only) works with Workforce Scheduling to show you what agents are
doing in relation to what is scheduled, in order to quickly identify areas of non-adherence.
See "Schedule Adherence" in this document.
• Employee Portal (module included with Workforce Scheduling, available for Enterprise
Edition only) works with Workforce Scheduling to enable employees to make scheduling
requests online. Schedulers can then either approve or deny these requests and update
schedules accordingly. See "Employee Portal" in this document.
• Contact Center Screen Pop (available for Enterprise Edition Advanced Starter Pack or
greater and as an add-on to Business Edition) works with IVR Routing with ANI/DNIS and/or
Collect Caller Entered Digits options and Contact Center Softphone or Contact Center
PhoneSet Manager. Contact Center Screen Pop launches applications or Web pages. In
addition, it enables agents to automatically receive caller and account information via
pop-ups on their computer monitors every time they receive calls. See "Contact Center
Screen Pop" in this document.