Computer Accessories User Manual

Installing CCA Server Components ■ Configuring CCA Resources
Contact Center Anywhere Installation Guide Version 8.1 29
■ Call Center. See Configuring the Call Center Resource on page 29.
■ Redirect Server. See Configuring the Redirect Server Resource on page 31.
■ MP3 Server. See Configuring the MP3 Server Resource on page 32.
■ MCU Server. See Configuring the MCU Server Resource on page 33.
■ CTI Server. See Configuring the CTI Server Resource on page 33.
Configuring the Call Center Resource
The Call Center resource serves as the interface between the telephony server resources and the rest
of the system. It is responsible for controlling all voice and fax communications as well as IVR routing
capabilities. Complete the steps in the following procedure to configure a basic VoIP Call Center
resource.
To configure the Call Center resource
1
From Network Manager, choose the Call Center resource to modify.
2 From the Resources menu, choose Modify Resource.
3 From the Resource Information dialog box, click Advanced.
4 From the Call Center Advanced dialog box, complete the fields and then click Save.
5 Click Configure to continue configuration. Tabl e 6 describes some of the fields.
Table 6. Call Center Configuration
Field Comments
Hardware Select TAW-VoIP
Ext length Depends on the customer. Typically 4 in length.
Dial Out The digit pressed to dial out. Typically this value is 9.
Pbx Prefix Only used if connections to an external PBX are required.
ANI Validation Size Value is typically 10; other countries may use a different value.
Auto Answer Call If this check box is not checked, the system rejects calls for
projects that are not defined.
If it is checked, the Call Center will accept calls for undefined
projects and play a prompt saying service unavailable.
Country Code 1 in the US.
Nation Prefix 1 in US.
Int Prefix 011 in US.
Private Prefix Leave blank.
Strip Country Code (check
box)
Typically checked. Removes the country code.