Licensing 7
• Set up client computers to use Contact Center Management.
• Specify user preferences.
Chapter 5 Services and Database Administration
Chapter 5 describes how to
• Start and stop the Contact Center Management services.
• Perform database and maintenance functions.
Management Console resides in the Contact Center Client real-time application. Using Management Console,
you can
• Back up and restore YourSite database configuration data
• Update the server IP address.
• Import configuration data used to configure the YourSite database.
• Run the maintenance routine.
• Summarize data for running reports.
• Create a support package.
Chapter 6 Configuration
Chapter 6 describes how to
• Configure contact center devices in the YourSite database so you can view real-time activity and
generate reports on these devices.
• Configure the YourSite database using Synchronization.
• Create business hour schedules.
• Configure data alarms.
• Implement security measures to restrict user access to specific Contact Center Solutions application
areas and contact center devices.
• Configure call recordings.
Chapter 7 Real-time Monitors and device control
Chapter 7 describes how to
• View real-time agent and queue statistics on real-time monitors.
• Configure alarms for agent and queue performance.
• Customize monitor display characteristics.
• Build marquee monitors and broadcast statistics and messages.
• Chat online with agents or supervisors.
• Configure and display real-time statistics on one or more wall signs.
• Set up support for teleworking.
• Add and view call notes appended to calls.
Chapter 8 Reports
Chapter 8 describes how to
• Generate on-demand reports.
• Set up timetables for generating reports.
Chapter 9 Forecasting
Chapter 9 describes how to
• Create forecasts.
• Export forecasts to Excel.