Setting Contact Center general properties

  1. Click the Contact Center heading.

  2. Click the General Properties link.

    The Contact Center Properties page appears.

  3. If you use Reporting for Contact Center, in the CC Reporting Server Password box type the password that Reporting for Contact Center users must enter to collect data. Type the password again in the Confirm Password box.

  4. If you use Reporting for Contact Center, select the Enable CC Reporting Data Stream check box to enable reporting data to be collected.

  5. In the MMCC Public Hostname box, enter the appropriate public host name for your system.
    Ask your network administrator how your system is set up.

    • If you have no firewall, or you use Business Communications Manager as the firewall, enter the external IP address of your Business Communications Manager system.

    • If you use a dedicated firewall/proxy server, enter its external IP address.

  6. From the Reserved Channels list box select the number of voice channels you want to reserve for Contact Center.

  7. From the Contact Center Reporting properties, you control who can access Reporting for Contact Center and whether information from the data stream is collected.
    Contact Center Reporting properties Address appears only if you have Reporting for Contact Center enabled.
    When using the CCRSAppSvrCfg application, you must right-click and use Run as Administrator for Windows Vista.

  8. From the Supervisor Help Request Timeout list select a value between 1 and 60 seconds. The default is 12 seconds.

  9. From the Supervisor Help From options select all skillsets or agent’s skillsets only.

  10. From the Enable Caller ID options select how you want caller information to be displayed on agent telephones:

    Name with number backup: displays the caller's name for 3 seconds and then the skillset name. If the caller's name is not available, the caller's number is shown.

    Number only: displays the caller's number for 3 seconds and then the skillset name.

    None: displays the skillset name.

  11. Click the Submit button.