User guide

General Information Guide
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• You can log on to any PC with your user name and password and generate and view reports.
Contact Center Management security authenticates user access to all of the Contact Center
Solutions applications.
• Connecting to Contact Center Management is like browsing to any other website.
• There is no setup application to run on the desktop. You can download the setup from the
website with an Internet browser.
• There are unlimited supervisor clients with Contact Center Management.
Data collection at local sites
Install Contact Center Management software on the local server where data collection occurs.
3300 ICP and SX-200 ICP
For the 3300 ICP and SX-200 ICP, data is collected via two network cards: a dedicated NIC
(Network Interface Card) for ACD/SMDR connectivity and a dedicated NIC for network data
transmission. MiTAI™, SMDR, and ACD data collection are provided using a network
connection. It is recommended to use the NIC interface between the 3300 ICP or SX-200 ICP
and Contact Center Management over a TCP/IP connection. This guarantees network delivery
of SMDR, ACD real-time, and MiTAI data without having to traverse the customer corporate
network. (See Figure 3.)
Figure 3 3300 ICP/SX-200 Connectivity to Contact Center Management
SX-200
The SX-200 telephone system is co-located with the Enterprise Server. Data is collected using
datasets. By default, Contact Center Management configures Com port 2 to accept the ACD
data stream and Com port 1 to accept the SMDR data stream. All components are connected
over RS-232 serial cable. (See Figure 4.)