Email Media Store User Guide

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Avaya Aura® Call Center Elite Multichannel Email Media Store User Guide Release 6.2.3 October 2012

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Avaya Aura Call Center Elite Multichannel Email Media Store User Guide

Release 6.2.3 October 2012

2012 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document might be incorporated in future releases. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User. Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all the time and we have no control over the availability of the linked pages. Warranty Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avayas standard warranty language, as well as information regarding support for this product, while under warranty, is available through the Avaya Support Web site: http://www.avaya.com/support License USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEB SITE http://support.avaya.com/LicenseInfo/ ("GENERAL LICENSE TERMS"). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT. Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. "Designated Processor" means a single stand-alone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by multiple users. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. "Hardware" means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User. License type(s) Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A "Unit" means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an e-mail or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Software. Units may be linked to a specific, identified Server. Copyright Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law. Third-party components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or limit rights to use certain portions of the Product ("Third Party Terms"). Information identifying Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site: http://support.avaya.com/ThirdPartyLicense/ Preventing toll fraud "Toll fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of toll fraud associated with your system and that, if toll

fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya fraud intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Support Web site: http://www.avaya.com/support Trademarks Avaya and the Avaya logo are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions. All other trademarks are the property of their respective owners. Downloading documents For the most current versions of documentation, see the Avaya Support Web site: http://www.avaya.com/support Contact Avaya Support See the Avaya Support Web site: http://support.avaya.com for product notices and articles, or to report a problem with your Avaya product. For a list of support telephone numbers and contact addresses, go to the Avaya Support Web site: http://support.avaya.com, scroll to the bottom of the page, and select Contact Avaya Support.

ContentsPreface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 3 3 3 4 5 5 5 7 8 9 9 10 11 11 11 13 15 17 18 18 20 20 20 20 21

Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 1: Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . What is the Email Media Store?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . How does the Email Media Store Work? . Startup . . . . . . . . . . . . . . . . . Retrieving emails . . . . . . . . . . . Email storage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Error Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Diagnostic Testing Error Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 2: System requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Desktop. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Developers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 3: Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 4: Administration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Create / Update database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Running database scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Media Store Conversion. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Backup / Restore / Delete databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . Migrate Media Store databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Start / Configure / Monitor Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Contents

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PrefaceThis section contains the following topics:

Purpose on page 3 Audience on page 3 Related documents on page 3 Availability on page 4

PurposeThe purpose of this guide is to provide information about the Emal Media Store, which is used in Call Center Elite Multichannel to interact with the Media Director, Media Proxy and Call Center Elite Multichannel Desktop to deliver non-voice work items to contact center agents.

AudienceThis guide is intended primarily for customers using the Call Center Elite Multichannel. You can use this guide as an information source to understand the Email Media Store that Call Center Elite Multichannel provides.

Related documentsYou can also refer the following documents in the Call Center Elite Multichannel documentation set: Avaya Aura Call Center Elite Multichannel Installation Guide: This document provides prerequisites, installing, and configuring instructions of various components, such as servers, media stores, gateways, databases in Call Center Elite Multichannel.

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Preface

AvailabilityFor an updated copy of this guide and the information on the Call Center Elite Multichannel, visit the Avaya support site: http://support.avaya.com. Call Center Elite Multichannel users looking for more information and technical support can also visit the online forum: http://www.avayausers.com/.

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Chapter 1: Introduction

What is the Email Media Store?The Email Media Store is one of many media stores that interact with the Media Director, Media Proxy and Call Center Elite Multichannel Desktop to deliver non-voice work items to contact center agents. Running as a service, the Email Media Store allows you to blend customer email inquiries with inbound telephone calls, essentially using this work to fill in the gaps between peaks in call traffic. The Email Media Store receives emails from one or more mail servers using the POP3 protocol. Installed on a system running Microsoft Windows 2008 R2 SP1 Server (Enterprise and Standard) 32-bit or 64-bit, it uses its configuration data and the information specified in its database schema to:

distribute emails sent to certain mailboxes to certain queues in the Media Director manage that distribution by making email queues 'open' for certain times and days of the week give queuing priority to emails received from special customers assign different queuing priorities to the first email a customer sends and all subsequent emails they send as part of the same conversation reject emails from certain customers and automatically email them that this has happened only allow emails from certain customers to queue to a certain email queue automatically inform a customer (via email) that their email has been received during or outside the operating hours of that queue.

How does the Email Media Store Work?When a media store receives a new work item from a media source (for example, email server for the Email Media Store, web server for the Simple Messaging Media Store or SQL database for the Preview Contact Media Store), it creates a work item object and passes a reference for that object to Media Director.

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The reference tells Media Director what queue (queue ID) the work item is to be associated with and what priority it must have in the queue. Using the information in its configuration that relates specifically to that queue, the Media Director asks the Avaya Communication Manager (via the Avaya Telephony Server) to generate a phantom call for the object and route it to the appropriate skill. (Because the Media Director has been written entirely in the .Net environment, the connection to the Telephony Server uses the XML Server and the .Net assemblies.) When an agent logged into the split/skill becomes available, the Avaya Communication Manager delivers the most appropriate phantom call to that agent. Media Director (via the Telephony Server) is monitoring the VDN and sees the phantom call delivered to the agent. Media Director transfers the work item reference with the oldest, highest-priority object to Media Proxy at the agent desktop. Objects are ranked according to a priority scale with 1 being the highest. There is no lower limit and 5 is the default. For example, if Media Director has an object with priority 1 that has been queued for 1 minute and an object with priority 2 that has been queued for 10 minutes, the priority 1 object gets the agent. Objects that have the same priority are ranked as first-in, first-out. If the Media Director queue has its preferred agent functionality enabled, work item objects that have a preferred agent ID assigned to them can be delivered to that agent under certain circumstances. If a work item object that specifies an agent of preference is in the queue's group of highest priority work items, and that agent happens to become available, Media Director will transfer the work item to that agent ahead of the other work items that may have been waiting longer. It the preferred agent is not available, the object is delivered in the order it was received to the next available agent. Media Proxy delivers the reference to the correct Call Center Elite Multichannel Desktop application based on the specified work item type. Call Center Elite Multichannel Desktop uses the reference to retrieve the data directly from the actual work item at the media store.

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How does the Email Media Store Work?

Media Proxy delivers the reference to the correct Call Center Elite Multichannel Desktop application based on the specified work item type. Call Center Elite Multichannel Desktop uses the reference to retrieve the data directly from the actual work item at the media store.

StartupThe Email Media Store is a service that starts with the operating system. After loading configuration data via the Configuration Client, it starts logging errors and connects to the Media Director via the .Net Remoting framework. Once this connection is established, it starts polling the various email servers to retrieve inbound emails for processing.

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Retrieving emailsEvery period (as governed by the Mailbox Check Interval parameter in the configuration), the Email Media Store connects with the specified mail server and downloads new mail items. Email downloaded from one mailbox is matched to one email queue in the media store. Each email queue is configured to send email to a certain Media Director queue with a certain priority.

Once downloaded, the email is deleted from the mail server, the connection is closed and the Email Media Store goes through a sequence of processing steps. It: 1. Checks for automated responses/error messages A quick scan of the Subject field allows certain types of emails to be filtered before they are queued as normal work items.

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Error Logging

Out of office reply. Standard out-of-office replies that are automatically sent by many email systems are discarded. Error in sending. Error messages that are automatically sent when the destination is unreachable or unknown are logged against a conversation (if possible) and forwarded to an administrator for action.

2. Checks for denied and allowed senders The Email Media Store database schema contains a list of email addresses that are blocked from sending email to the queue. Should an email be received from one of these addresses, it is marked invalid and blocked. What's more, if the Notify parameter is enabled against the sender's name, an email response is automatically sent informing them their email has been rejected. The media store also contains a list of senders who are allowed to email certain queues. An email queue that only accepts emails from certain groups is called a closed sender group. If a sender's email is not on the list, the email is marked invalid and the appropriate response is automatically sent to the sender. 3. Interrogates the mail headers The Email Media Store checks the Subject field to find out the conversation ID. If it is not present, the media store automatically sends an email informing the customer if they have made contact within the operating hours for the queue and when to expect an agent response. If the header is present, the email is associated with the existing conversation. 4. Checks for priority customer status The Email Media Store allows emails from certain sender addresses or domains to have queuing priority. If a sender's address matches an entry in the PriorityContacts Table, the priority of the queued work item is extracted from this table. If there is no match, the priority is the default for the email queue (mailbox) as set in the configuration data.

Email storageBecause of the huge variety in the size and format, emails are stored to the file system as individual files with a GUID as a file name.

Error LoggingAgent logs error information relating to its own operation to a series of log files. A new log file is created for each day of the week. The name of the error log file clearly identifies the application and the day of the week, for example: MonACRS.log.

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Once a log file reaches the size limit specified in its configuration, it is archived and a new file is created. Note: The archive only stores one log file. If the second error log reaches the specified maximum size, it overrides the previously archived log file.

Note:

The types of errors logged by the error log are determined by the logging level retrieved from the application's configuration data. Levels of error logging are:

0. No error logging takes place. 1. Logs fatal, major, minor and trace information. 2 Logs fatal, major and minor errors. 4. Logs fatal and major errors. 8. Logs fatal errors only.

Each file records the selected logging level as well as the date, time, location and description of every error that occurs. Error log files are automatically saved into the application's current working folder (the same folder as the application executable).

Diagnostic Testing Error LoggingThere is one other error log level, which enables you to create log files that don't override each other every time the maximum log file size limit is reached. This logging level is designed for diagnostic purposes only and can be achieved by adding 128 to one of the logging level values mentioned above. For example, if you specify Error Log Level=129, new error log files will be continuously created for this application that contain fatal, major, minor and trace information. Each new file has a unique name based on the date (year, month, and day) and time (hours, minutes, and seconds) it was created. For example: YYYYMMDDHHMMSSASMediaDirector.log. Where, YYYY = Year HH = Hour!WARNING:

MM = Month MM = Minute

DD = Day SS = Seconds

WARNING: To prevent a multitude of log files affecting your available disk space, this error logging level should only be used for short periods of time while carrying out diagnostic testing.

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Chapter 2: System requirementsThe specifications listed here are the minimum recommended. Avaya Aura Call Center Elite Mulichannel and its components should be compatible with all higher specification hardware configurations than those listed in the following section:

DesktopFor Call Center Elite Multichannel Desktop, Call Center Elite Multichannel Reporting, Call Center Elite Multichannel Control Panel:

Hardware: - 2.4 GHz processor (32-bit / 64-bit) - 1 GB RAM - 10 GB free hard disk space - DVD drive Software: - Microsoft Windows 7 SP1 (32-bit and 64-bit) - Professional, Enterprise, and Ultimate edition - Windows Vista SP2 (32-bit and 64-bit) - Business and Enterprise - Windows XP Professional SP3 (32-bit) - Citrix Presentation Server 4.5 or Windows Terminal Services 32-bit - Microsoft Internet Explorer 8.0 (Internet Explorer 7.0 will be used on Windows XP) - Microsoft .Net Framework 3.5 SP1

Servers

Hardware: - 3.4 GHz Dual Core processor (32-bit / 64-bit) - 4GB RAM - 10 GB free disk space - DVD drive Software:

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- Microsoft Windows 2008 SP1 Server (Enterprise and Standard) 32-bit and 64-bit - Microsot Windows 2008 R2 SP1 - Internet Information Services (IIS) 7 with IIS 6 Management Compatibility Components - Microsoft Internet Explorer 8.0 - Microsoft .Net Framework 3.5 SP1 - Application Enablement Services (AE Services) client software release 5.2, 6.1, and 6.2

Core Server

Dedicated server for: - License Director - XML Server - Configuration Server - Application Management Director - Media Director - Media Stores and Gateways - Call Routing Server - Virtual Agent - Task Director For Email only POP3/SMTP are supported: - Microsoft Exchange Server 6.5, 2003, 2007

Interaction Data Service ServerDedicated Server for Interaction Data Service - excluding Microsoft Internet Explorer which is not required.

Database Server

Dedicated server for: - Interaction Data Server (ActiveInteractionData) - Configuration Server (ACS) - ASMSControl Database - ASMSData and ASContact Databases may be installed either on Microsoft SQL Server 2008 Standard, Enterprise, and Express with Advance Services

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Developers

Developing applications on or with: - Microsoft Windows 7 SP1 (32-bit and 64-bit) - Professional, Enterprise, and Ultimate edition - Microsoft Windows XP Professional SP3 32-bit with Microsoft Visual Studio 2005 and 2008 - Microsoft Windows 2008 Server 32-bit and 64-bit - Standard and Enterprise - Microsoft Windows 2008 R2 - Microsoft Internet Explorer 7.0 and 8.0 - Microsoft .Net Framework 3.5 SP1 - Application Enablement Services (AE Services) client software release 5.2, 6.1, 6.2

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Chapter 3: InstallationFor full instructions on how to install the Email Media Store, see the Avaya Aura Call Center Elite Multichannel Installation Guide. In addition to the standard installation steps, this document explains:

how you can use command line parameters during installation to dictate where configuration information is retrieved. how you can change the configuration source from the local .inc file to the Configuration Server if an application has already been installed. how to automatically (silently) install an application following a set of pre-defined selection options.

Avaya Aura Call Center Elite Multichannel Installation Guide is on the Call Center Elite Multichannel Multichannel DVD (Overview and Miscellaneous folder) or can be downloaded from the Avaya Support Web site: http://support.avaya.com.

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Chapter 4: AdministrationThe following flowchart outlines the series of steps you need to take to implement and administer Call Center Elite Multichannel media stores.

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Chapter 4: Administration

Create / Update databaseRunning database scriptsCall Center Elite Multichannel provides a set of database script files (.sql extension) and batch files (.bat extension) for the creation and maintenance of all databases used by its applications:

Interaction Data Service Configuration Server ASContact Database ASMSControl Database

These database scripts defaults to Call Center Elite Multichannel database collations. Future database upgrades will rely on your Call Center Elite Multichannel database collation remaining the same as the server collation; and that the server system databases also default to the server collation. Before proceeding, make sure your server collation is correct for your locale and likely usage. You will find these scripts in a folder named SQL Script under the individual application folder structure. The folders reside on the distribution DVD and are also installed when you install these applications. Run the scripts to either create or maintain the database by double clicking the Run AS Maintain Database.bat batch file in the relevant SQL Script folder. If your SQL Server resides on:

A different machine to the Call Center Elite Multichannel application, you must run the Run AS Maintain Database.bat batch file from the DVD folder structure. The same machine as the Call Center Elite Multichannel application, you can run the Run AS Maintain Database.bat batch file from either the DVD or the installed folder structure. The same machine as the Call Center Elite Multichannel application, but the SQL Server is not the default instance (as for SQL Server 2008 Express) you must first modify the Run AS Maintain Database.bat batch file. The second to last line in this file reads: SET ASServerName= which designates the default SQL instance. Change this line to equal the server name \ specific instance. For example to run SQL Server 2008 Express on the machine shown in the screen shot below, this line becomes: SET ASServerName=MWERENX7000\SQLEXPRESS If you are in any doubt as to the machine and SQL instance names, running SQL Server Management Studio Express will show you what SQL named instances are running on your machine.

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Create / Update database

This records information about your current folder and then runs a batch file which in turn runs a sql script (AS Maintain Database.sql) - both of which reside in the Utilities folder. This suite of batch and script files reads a control file (AS Script Master.txt) that directs, based on the current state of the database, the specific script files that will be run for the database. With each release of Call Center Elite Multichannel you must run Run AS Maintain Database.bat for the application databases you are already using to upgrade the database to the current version. You must also run this batch file for databases you would like to install for the first time (this will create the database). After you run Run AS Maintain Database.bat, you can view the message log (ASDatabaseLog_YYYYMMDD_HHMMSS.txt) which summarizes the processes that have taken place. Note that YYYYMMDD and HHMMSS will be replaced by the date and time you ran the job. This log file will appear in the folder from which you ran the batch file; or, if you ran it from the DVD, in the Temp folder of the Windows directory of your database server. The message shown by Run AS Maintain Database.bat shows the exact location of the log file.

Please note that the log file should end with the message **Job SUCCEEDED to completely maintain ........ database .... If it ends with **Job FAILED to completely maintain ..., read the detail of the log file, make necessary adjustments and run Run AS Maintain Database.bat again. Running it additional times will not harm the database - it will do nothing if there is nothing to do.

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The suite of scripts creates a table tblASSystem that holds the current database version and logs all attempts (successful or otherwise) to modify the database with the scripts.

Media Store ConversionIf you have an earlier version of Call Center Elite Multichannel media store databases, see the Avaya Aura Call Center Elite Multichannel Upgrade and Migration Guide available at the Avaya Support Web site: http://support.avaya.com.

Backup / Restore / Delete databasesIf you are using SQL Server 2008 the simplest way to backup, restore and delete Call Center Elite Multichannel databases is via Microsofts GUI management tool, SQL Server Management Studio Express. If you are using SQL Server 2008, you need to download it from Microsoft's website (http:// www.microsoft.com/en-us/download/details.aspx?id=30438).

Migrate Media Store databasesFor detailed information on database migration, see Avaya Aura Call Center Elite Multichannel Upgrade and Migration Guide available at the Avaya support Web site: http:// support.avaya.com.

Start / Configure / Monitor ServiceThe configuration and monitoring of this Call Center Elite Multichannel service is accomplished by the Application Management Service. One component of this service is the Call Center Elite Multichannel Control Panel, a user interface that allows you to add and change configuration and operation information about currently monitored servers. For detailed information on how to configure this service, see the Avaya Aura Call Center Elite Multichannel Control Panel User Guide.

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Index

Index

Bbackup / restore / delete databases . . . . . . . . . 20

Wwhat is Email Media Store? . . . . . . . . . . . . . . 5 working of Email Media Store . . . . . . . . . . . . . 5

Ccreate and update the database . . . . . . . . . . 18

Eerror logging . . . . . . . . . . . . . . . . . . . . . 9 diagnostic testing . . . . . . . . . . . . . . . . 10 logging levels . . . . . . . . . . . . . . . . . . 10

Iimplementing and administering media stores . . . . 17 installation . . . . . . . . . . . . . . . . . . . . . 15

Mmedia store conversion . . . . . . . . . . . . . . . 20

Ooperation . . . . . . . . . . . . . . . . . . . . . 18

Rrunning database scripts . . . . . . . . . . . . . . 18

Sstart / configure / monitor Call Center Elite Multichannel service . . . . . . . . . . . . . . . . . . . . . . 20 starting Email Media Store . . . . . . . . . . . . . . 7 system requirements . . . . . . . . . . . . . . . . .11 core server . . . . . . . . . . . . . . . . . . . 12 database . . . . . . . . . . . . . . . . . . . . 12 desktop . . . . . . . . . . . . . . . . . . . . .11 developer . . . . . . . . . . . . . . . . . . . 13 email server . . . . . . . . . . . . . . . . . . 12 interaction data service server . . . . . . . . . . 12

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Index

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