148 Chapter 6 Configuration
Configuring reporting intervals (SX-200 and SX-2000)
Configuring reporting intervals is done in the Contact Center Management website.
To configure the reporting intervals for the abandon, answer, interflow, and handle statistics for the queue
1. In Contact Center Management, click YourSite=>Configuration.
2. On the Configuration menu, click Queue=>Queue.
3. Across from the queue for which you want to configure reporting intervals, click Edit.
4. On the Queue spectrum tab, edit the spectrum time intervals.
When you run spectrum reports the statistics will be spread across the time intervals selected.
5. Optional ly select t he Apply spectrums to all queues associated with this media server check box.
6. On the Business hours tab, specify the business hours for the queue.
7. Click Save.
Configuring Multimedia Contact Center Email options
You can optionally configure email queues to handle SMS media. Configuring Multimedia Contact Center
Email options is done in the Contact Center Management website.
To configure email options
1. In Contact Center Management, click YourSite=>Configuration.
2. On the Configuration menu, click Queue=>Queue.
3. Across from an email queue, click Edit.
4. Click the Multimedia Contact Center Email options tab.
5. After Public email address, type the email or Web address customers use to contact your company.
NOTE:
• The Queue public folder name is permanent.
• Exchange will attempt to assign an email address (<QueueName>@yourdomain.com) to the
queue public folder. However, if that email address already exists, it might assign an email
address named <QueueName>2@yourdomain.com. To correct this, you must use Active
Directory Users and Computers and/or Exchange System Manager to swap the email address
of the conflicting mail-enabled items. To do this, you modify the properties on the email address
tab for the appropriate User, Distribution List, or Public Folder.
6. After Queue public folder name, type the name associated with the public email address.
The queue public folder name is the name used to describe the alias email for the queue. For
example, if the alias is Support@yourcompany.com, then the public folder name could be Support.
The Queue Public Folder Name appears in the Outlook public folder list as CyberAED/Queues/
<QueueName>.
7. Click Save.
Configuring Multimedia Contact Center Email routing options
You can configure Multimedia Contact Center queues to handle email or short messaging service (SMS)
messages. As a best practice, we recommend you configure each multimedia queue to handle one contact
type only.
In order to handle SMS contacts, you must configure a Multi-Tech SMSFinder modem on the Multimedia
Contact Center server. Each SMS queue requires a modem and you can install as many modems as you
have queues.