User guide

General Information Guide
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SX-200 (post 17)
For the SX-200 (post 17 Release 4.0), the SMDR and ACD real-time data streams are delivered
over RS-232 using datasets. To collect data from a remote SX-200, Contact Center
Management Enterprise Node software must be installed on the remote server.
3300 ICP and SX-200 ICP
In a co-located environment where an ICP and main Contact Center Management server are
at the same site
• The 3300 ICP streams SMDR data over TCP/IP to the main Contact Center Management
server.
• The SX-200 ICP streams SMDR data over TCP/IP to the main Contact Center Management
server.
3300 ICP
In a distributed environment where the main Contact Center Management server is co-located
with one 3300 ICP and remote to a second 3300 ICP (See Figure 8.)
• The local 3300 ICP streams SMDR data over TCP/IP to the main Contact Center
Management server.
• The remote 3300 ICP streams SMDR data over TCP/IP (WAN) to the main Contact Center
Management server. A Contact Center Management Enterprise Node license is required
for data collection from the remote 3300 ICP.
Figure 8 Data Collection at Remote Sites on the 3300-ICP
Features
Contact Center Management Enterprise Node has the following features:
• Multi-site contact center capability
• ACD and SMDR data collection
• Statistic synchronization and storage
• Telephone system-neutral data collection