Avaya 38HBK00001SCM manual Introduction, Overview, INDeX Taskbar, INDeX Call Centre View, Manager

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	Page 3
Installation & Maintenance	38HBK00001SCM - Issue 11 (05/01)