Adding media servers 99
Adding a Multimedia Contact Center WebChat media server in the Contact Center Management website
To add a Multimedia Contact Center WebChat media server in the Contact Center Management website
1. In Contact Center Management, click YourSite=>Enterprise.
2. Click Add a media server=>Multimedia Contact Center WebChat.
NOTE: To distinguish between the various types of media for management and reporting purposes,
you must give each media server a unique name when setting up your site.
3. After Name, type the name of the media server.
4. After Site, select the site where the media server resides.
5. After This media server is installed on the computer you named, select the computer on which the
media server is installed.
6. Specify the data summary options.
See “Configuring data summary options for a Multimedia Contact Center WebChat media server in
the Contact Center Management website” on page 99.
Configuring data summary options for a Multimedia Contact Center WebChat media server in the Contact Center Management website
To configure data summary options for a Multimedia Contact Center WebChat media server in the Contact
Center Management website
1. Click the Data summary options tab.
2. If you want trace 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. Specify Multimedia Contact Center WebChat options.
See “Configuring Multimedia Contact Center WebChat media server options in the Contact Center
Management website” on page99.
Configuring Multimedia Contact Center WebChat media server options
in the Contact Center Management website
To configure Multimedia Contact Center WebChat media server options in the Contact Center Management
website
1. Click the Multimedia Contact Center WebChat options tab.
2. Select the Delete messages from the Agent’s sent items folder that are older than x days check
box.
If you do not select this check box, the messages will remain until an administrator removes them.
3. After Delete messages from the Agent’s sent items folder that are older than, select the age
threshold after which past messages will be deleted.
4. Specify Network Monitor settings.
See “Configuring Network Monitor settings for a Multimedia Contact Center WebChat media server in
the Contact Center Management website” on page100.