Using Multimedia Contact Center 557
Multimedia Contact Center
Multimedia Contact Center distributes emails, SMS messages, chats (customer-initiated, Internet-based chat
sessions), and faxes to contact center agents, and tracks handling across media types. Agents access
Multimedia Contact Center from Microsoft Outlook. When your corporate email server is a Microsoft
Exchange Server, agents view both Multimedia Contact Center and Microsoft Office Outlook email inboxes in
one window.
Before you use Multimedia Contact Center for the first time on your client computer, you must
1. Install Client Component Pack.
See “Installing Client Component Pack using an administrative procedure” on page 44.
2. Run Client Role Selector.
See “Using Client Role Selector to select your Contact Center Client role” on page 45.
3. Start Contact Center Management and configure options for Multimedia Contact Center.
See “Starting Contact Center Management” on page42.
4. Start Contact Center Client and log on and then log off.
See “Starting Contact Center Client” on page240.
5. Start Outlook and log on to Multimedia Contact Center.
See “Starting Multimedia Contact Center on a client computer” on page 558.
6. In Outlook, specify real-time server connection parameters for Multimedia Contact Center.
See “Verifying real-time server connection parameters” on page560.

Using Multimedia Contact Center

You use Multimedia Contact Center in conjunction with Contact Center Management. Multimedia Contact
Center integrates all media types in Contact Center Management for multimedia reporting and real-time
monitoring. Before you use Multimedia Contact Center you must configure options in Contact Center
Management and Outlook.

Multimedia Contact Center options in Contact Center

Management

The YourSite database includes Enterprise, Configuration, Network Monitor, Schedules, and Security
application areas. You must configure these before you can use Multimedia Contact Center. For information
on how to configure YourSite, see “YourSite database application areas” on page69.
When you configure the YourSite database, ensure you configure the following Multimedia Contact Center
options:
• Multimedia Contact Center Email, SMS, WebChat, and/or Fax media servers and queues and queue
groups.
See “Adding a Multimedia Contact Center Email media server” on page94.
NOTE: Before you configure user settings you must disassociate email addresses before applying
them to Multimedia Contact Center queues.
See “Disassociating email addresses” on page558.
• Multimedia Contact Center user settings for employees.
See “Employee Quick Setup” on page123.
• Employee personal details.
See “Adding employees” on page132.
• Multimedia Contact Center Email, SMS, WebChat, and Fax queues.
See “Adding queues” on page141.