Introduction

Overview

 

 

Introduction

Overview

INDeX Contact Centre provides the user with the necessary tools to facilitate the management of call traffic. The diagram shows the concept of this contact centre:

INDeX Telephone System

INDeX Access Manager

INDeX Delta Server

INDeX Taskbar

INDeX Call Centre View

INDeX Wallboard

INDeX Report Manager

Manager

 

 

This contact centre consists of the following components:

INDeX Telephone System: The telephone system must be an INDeX system with Level 8 software.

INDeX Access Manager: This is the only component connected to the INDeX Telephone System (using a serial cable) by the means of a bi-directional CTI link. The Access manager is responsible for obtaining all the relevant information from the INDeX Telephone System.

INDeX Delta Server: This component connects to the Access Manager.

INDeX Taskbar: This component communicates with Delta Server to provide User Access Level as well as Password Protection for the CCM modules.

INDeX Call Centre View: This component communicates with Delta Server to enable the user to monitor, in real time, selected contact centre activity.

INDeX Wallboard Manager: This component communicates with the Delta Server enabling the user to display selected contact centre activity on a wallboard device.

INDeX Report Manager: This component comprises of 2 components (INDeX Report Server and INDeX Report Client). INDeX Report Server communicates with the Delta Server to enable you to obtain and schedule the available standard reports.

INDeX Networked Administration: This component communicates with the Access Manager enabling you to change the INDeX Telephone System's configuration.

INDeX Contact Centre Modules

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Installation & Maintenance

38HBK00001SCM - Issue 11 (05/01)

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Avaya 38HBK00001SCM manual Introduction, Overview

38HBK00001SCM specifications

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