Contact Center Server Configuration

The Contact Center server configuration involves the following:

•Skill Configuration: Create skills and skill groups, which will be used to establish agent skill proficiency levels.

•Not Ready Reasons Configuration: Configure Not Ready reasons (or use the default reasons), so you can require Not Ready reasons when configuring agent groups and agents settings.

•Agent Groups: Create agent groups and designate users as agents.

•Configure Agent Properties: Configure agent settings and skills.

•Additional Contact Center Configurations: Set agent WrapUp Timeout options, Not Ready reasons, and audit settings for all agents system-wide; configure the Contact Center server to auto-start, and rename the Contact Center server; allow voice toolbar users to override the default extension.

•Agent Interaction Recording Option: Configure agent recording options.

•Routing Rule Configuration: Create and configure rules for call routing.

Running the Contact Center requires additional licenses.