Adding media servers 85
Configuring data summary options for a 3300 ICP in the Contact Center
Management website
To configure data summary options for a 3300 ICP in the Contact Center Management website
1. Click the Data summary options tab.
2. If you want SMDR reporting, select the Inbound/Outbound/Make Busy Trace reporting check box.
3. If your business operates around the clock, select the This enterprise operates 24 hours a day
check box.
NOTE: If you do not select the This enterprise operates 24 hours a day check box, but have
agents logged in to Contact Center Solutions applications overnight, you may experience problems
with shift-related statistics, such as agent shift monitor and Make Busy Reason codes. For example,
if logged in to Contact Center Client overnight with a Make Busy Reason code, when you change the
Make Busy Reason code the following day, Contact Center Client will display “Unknown Make Busy
code.” This can be remedied by logging out of the application and logging back in.
4. If you want to track outbound calls that were not answered, select the Credit unanswered outbound
calls check box.
5. If you want to display when calls ring at agents’ extensions, select the Monitor Agent Ringing state
check box.
6. Under Agent state timeout audit, after Clear line if agent Hold Time exceeds, select the number of
minutes or hours you are in a hold state before the telephone system clears the line.
7. After Clear line if agent primary Talk Time exceeds, select the number of minutes or hours you are
in a single state on the primary line (ACD line) before the system clears that line.
8. After Clear line if agent secondary Talk Time exceeds, select the number of minutes or hours you
are in a single state on the secondary line (Non ACD) before the system clears that line.
9. If you do not want to report on the secondary line (non-ACD and outbound calls), select the Ignore
agent secondary line activity check box.
10. If your telephone system outputs leading digits in SMDR, after Prefix digits, type the digits.
11. If your telephone system outputs trailing digits in SMDR, after Postfix digits, type the digits.
12. Specify MiTAI options.
See “Configuring MiTAI options for a 3300 ICP in the Contact Center Management website” on
page 85.
Configuring MiTAI options for a 3300 ICP in the Contact Center
Management website
To configure MiTAI options for a 3300 ICP in the Contact Center Management website
1. Click the MiTAI options tab.
2. After Maximum messages per second, select the number of messages per second from the list.
The default number of messages is 10 per second. The higher the version of MiTAI, the greater the
number of messages per second.
3. After MiTAI auto-synchronization will occur at, select the time you want Automatic Synchronization
to run from the list.
4. After Delay MiTAI Service startup by, select the number of seconds by which you want to delay
MiTAI Service startup.
5. After Specify the port used for the MiTAI data stream, type the port number used for the MiTAI data
stream.
6. Under Secure call recording
• After IP address 1, type the primary IP address of the Secure Recording Connector.
• If you load balance the Secure Recording Connector, after IP address 2, type the secondary IP
address of the Secure Recording Connector.
7. Specify Network Monitor settings.
See “Configuring Network Monitor settings for a 3300 ICP in the Contact Center Management
website” on page86.