Oracle Audio Technologies 8.1 manual Enabling the Partition Feature, Making interactions

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Getting Started With CCA ■ Enabling the Partition Feature

■Company Alias: alias of the company we are logging in.

■Username: username of the agent.

■Password: password of agent

4You should be able to log in. If you receive any error message, check the log files in CCA/WEB- INFO/ccanywhere.log to find detail of any error during deployment.

Enabling the Partition Feature

Partition is a new feature in CCA version 8.1. A partition is a way for your administrator to segment your call center operations into smaller, more manageable units. A unit is typically a set of projects and workgroups, and other information related to them. Partitioning has two purposes; the first one is of functionality and the second is of security. For example, assigning users to specific partitions means they are able to log in and work only on one of these partitions. Furthermore, a supervisor can monitor and supervise only the partitions to which he/she belongs.

The Partition feature is disabled by default. Following these steps to enable this feature:

To enable the Partition feature

1Enable the Partition in the database by running the SQL query: Update systempackage set packageconfigurable = 1 where resourcebundlekey='partitions'

2Enable the Partition in Administration Manager (AM).

a After running the query, log in to AM page with a Network Administrator account. b After login AM, click Go to and select Package Creator.

c Edit the package that your company is using. By default it is System Package.

d When the Partitions option appears in the Package Configuration page in AM, select the check box for this option, and then click OK.

3Log out and log in AM again to enable the Partition feature.

Making interactions

CCA is a multi-channel e-contact center solution. It helps agents communicate with customer through many channels such as calls, email, chat, and so on. After installing CCA, make sure these kinds of channel work correctly.

NOTE: Refer the AM user guide and Integrated user guide for detail on how to make these kinds of interaction.

Making interactions

1Login AM as described in the previous section.

2Create a call, chat, and email project.

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Contact Center Anywhere Installation Guide Version 8.1

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Contents Contact Center Anywhere Installation Guide Copyright 2005, 2007, Oracle. All rights reserved Contents Index What’s New in This Release Topic DescriptionPage CCA Overview Requirements CCA Architecture OverviewTier Zero CA Architecture OverviewTier One Tier TwoSoftware Requirements Tier ThreeRequirement CCA Installation Overview Configuring an Oracle 9i Database for Configuring the DatabaseDatabase Configuration Options Creating a New Oracle 9i DatabaseTo create a new Oracle 9i database To upgrade an Oracle 9i database for CCA Upgrading an Older Oracle 9i Database for CCATo create a MS SQL database Configuring a MS SQL Server 2000 DatabaseCreating a New Database on MS SQL Server Contact Center Anywhere Installation Guide Version To upgrade an older MS SQL Server database Upgrading Database on MS SQL ServerContact Center Anywhere Installation Guide Version Contact Center Anywhere Installation Guide Version Installing CCA Server Components Creating Database Connection to the Application ServerField Description Comments Creating an Odbc Data Source for Oracle 9i DatabaseTo create an Odbc data source for Oracle 9i Database Server Creating an Odbc Data Source for Ms SQL Server DB To create an Odbc data source for SQL ServerInstalling CCA Application Files To install CCA application server filesInstalling the TCPIPBus To install the TCPIPBus on Ms WindowsTo install the TCPIPBus on Solaris/Linux To use Network Manager Configuring CCA ResourcesUsing the Network Manager to Manage CCA Resources Adding Shared and Dedicated Server Resources To add a host managerInstalling CCA Server Components Configuring CCA Resources Configuring Resources Using Network Manager To add a resource in Network ManagerField Comments Configuring the Call Center ResourceTo configure the Call Center resource Sample Figure Configuring the Redirect Server Resource To configure Redirect ServerConfiguring the MP3 Server Resource To configure an MP3 serverTo configure an MCU server Configuring the MCU Server ResourceConfiguring the CTI Server Resource Starting and Stopping CCA Resources To configure the CTI serverStarting and stopping TCPIPBus To start and stop resourcesConfiguring the Web Server Field Name Value Creating Jdbc Connection Pool on OAS 10gTo create a Jdbc Connection pool To create a Jdbc Data Source Creating Jdbc Data Source on OAS 10gDeploying CCA Web Applications on OAS 10g Context Parameter Name Parameter Value Deploying the TAW ApplicationTo deploy TAW Deploying Integration application Updating the System Configuration KeyDeploying the CCA Application To update the system configuration key Deploying CCA Web Applications on WebLogic 8.1 SP5Creating a New Server Domain To create a new WebLogic server domainDeploying CCA web applications on WebLogic Installing WebLogic as a Windows ServiceTo install WebLogic as a service Configuring the Jdbc Connection Pool To configure the Jdbc connection poolConfiguring the Jdbc Data Source To configure the Jdbc data sourceTo deploy CCA Deploying the Integration Application To deploy the Integration ApplicationTo login the Integrated Client Logging in Administration Manager AMTo login to AM Getting Started With CCAMaking interactions Enabling the Partition FeatureTo enable the Partition feature Making interactionsGetting Started With CCA Making interactions Page Symbols IndexIndex M
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