Enterprise setup 73
7. After SMTP Mail Server, verify the mail server address Reporting Service will use to email reports (for
example, type the IP address of your mail server, or the name of your mail server computer).
NOTE: The email server setting you specify here becomes the default email server setting for all of
the Contact Center Management client computers.
8. If the correct mail server is not in the list, click Manage SMTP Mail Server and configure the SMTP
mail server.
9. After Chat settings, select the Chat enabled check box to enable Contact Center Chat.
NOTE: Contact Center Chat is enabled by default.
10. If you want to use Office Communicator as your default instant messaging client and view enhanced
presence on real-time monitors, select the Enable enterprise presence and chat integration check
box.
11. If required, specify smart algorithms.
See “Configuring smart algorithms for sites” on page73.
12. Click Save.
Configuring the SMTP Mail Server
To configure an SMTP mail server
1. In Contact Center Management, click Tools=>Administrative tools=>Manage SMTP Mail Server.
2. Click Add.
3. Click Edit adjacent to the Mail server you want to configure.
4. Under SMTP Mail Server, type the IP address or name of the mail server (for example,
PFEXCHANGE).
5. Under SMTP Email Server port, type the port number of the SMTP mail server.
NOTE: The default value of this port is 25.
6. If the Mail server uses Secure Sockets Layer, under Enable SSL, type True.
7. After From address, type the email address from which all Contact Center Management reports will
be mailed.
NOTE: The field is mandatory as some email servers will not relay mail messages without a valid
sender.
8. If the email server requires authentication, type the logon information in the Username and Password
boxes.
9. Click Update.
Configuring smart algorithms for sites
NOTE: If your site uses smart algorithms, agents can handle only one contact at a time.
If your site handles email, SMS, fax, and chat requests in addition to voice requests, you can use smart
algorithms to prioritize the incoming requests. When you select smart algorithms, Contact Center
Management routes the different media requests to multi-media agents in the order you specify on the Smart
algorithms tab.
To configure smart algorithms
1. In Contact Center Management, click YourSite=>Enterprise.
2. Click Add a site.
3. Click the Smart algorithms tab.
4. Select the This site uses smart algorithms check box.
5. Select media types in the order you want them offered to agents.
6. Click Save.