The Contact Center tab contains the user information required by IP Office to synchronize account information with an Avaya Contact Center Select (ACCS) system. The information is synchronized using the Contact Center Management Application (CCMA). These settings are only used for the deployment of an ACCS system.
This tab is visible on the Server Edition Primary Server and Standard Mode IP500 V2 systems.
These settings are mergeable. Changes to these settings do not require a reboot of the system.
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Field
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Description
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Contact Center Application
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Default = None.
The options are:
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Avaya Contact Center Select
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Avaya IP Office Contact Center
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Integrated Contact Reporter (not supported in IP Office Release 11.0)
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Synchronize to this System
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Default = Off.
When set to On, the CCMA fields below are enabled.
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CCMA Address
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Default = Blank
Address of the Contact Center Management Application system.
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CCMA Username
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Default = Blank
User name on the Contact Center Management Application system.
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CCMA Password
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Default = Blank
Password on the Contact Center Management Application system.
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Default After Call Work Time
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Applicable for Integrated Contact Reporter
Default = 10 seconds, Minimum = 10 seconds, Maximum = 999 seconds
The default time set for After Call Work (ACW). If configured, ACW begins at the end of a call. Hunt group calls are not sent to the agent during ACW.
Note:
Integrated Contact Reporter is not supported in IP Office Release 11.0.
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Busy Not Available Reason Codes
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Applicable for Integrated Contact Reporter
Default = 2 codes
Maximum = 9 codes
The reasons for 0 and 9 are assigned by default and cannot be modified. You can configure the rest.
Use the configure icon to add Busy Not Available reasons and assign them to the available codes.
Note:
Integrated Contact Reporter is not supported in IP Office Release 11.0.
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