User Admin Guide

BUSINESS COMMUNICATIONS MANAGER USER ADMINISTRATOR
ADMINISTRATION GUIDE SOFTWARE VERSION 6.0 SP5 DOCUMENT VERSION 4.0 (17.3.2009)
COPYRIGHT
Copyright 2009 SAP AG. All rights reserved.
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ADMINISTRATION GUIDE
TABLE OF CONTENTS
17.3.2009
TABLE OF CONTENTS
1. Introduction ....................................................................................................................................................... 1 2. User interface..................................................................................................................................................... 3
2.1. Menu bar.................................................................................................................................. 3 2.2. Toolbar..................................................................................................................................... 4 2.3. Views ....................................................................................................................................... 4 2.4. Status bar ................................................................................................................................. 6
3. Usage................................................................................................................................................................... 7
3.1. Understanding basic management issues ................................................................................ 7 3.1.1. Creating and maintaining data .................................................................................... 7 3.1.2. Managing user rights (authorization level) ................................................................. 8 3.1.3. Managing names and numbers.................................................................................... 9 3.1.4. Managing queue rights.............................................................................................. 10 3.1.5. Selecting call forwarding options ............................................................................. 10 3.2. Using general functions ......................................................................................................... 11 3.2.1. Creating accounts ...................................................................................................... 11 3.2.1.1. Creating anonymous users............................................................................ 15 3.2.2. Creating personal voicemail numbers....................................................................... 15 3.2.3. Creating queue voicemail numbers........................................................................... 16 3.2.4. Configuring superior-assistant function.................................................................... 16 3.2.5. Using search functions .............................................................................................. 17 3.2.6. Using mass update functions and templates ............................................................. 20 3.2.6.1. Updating account properties by using templates .......................................... 20 3.2.6.2. Deleting selected account properties ............................................................ 24 3.2.7. Viewing, saving and printing account list reports..................................................... 26 3.2.8. Viewing numbering situation (number viewer) ........................................................ 28 3.2.9. Creating and deleting multiple numbers (number wizard) ....................................... 30 3.2.10. Creating multiple voicemail numbers (voicemail wizard)...................................... 32 3.3. Using console view................................................................................................................ 34 3.3.1. Console tab................................................................................................................ 34 3.3.2. Queues tab................................................................................................................. 35 3.3.3. Ad hoc sched. tab ...................................................................................................... 36 3.4. Using company view ............................................................................................................. 36
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TABLE OF CONTENTS
3.5. Using groups view................................................................................................................. 37 3.6. Using barring groups view .................................................................................................... 39 3.7. Using location groups view................................................................................................... 40 3.8. Using bandwidth groups view............................................................................................... 41 3.8.1. Managing bandwidth groups .................................................................................... 41 3.9. Using NAT Location view..................................................................................................... 42 3.10. Using account view ............................................................................................................. 43 3.10.1. Info tab.................................................................................................................... 44 3.10.2. Authorization tab .................................................................................................... 46 3.10.2.1. Defining CMC users................................................................................... 51 3.10.3. Authentication tab................................................................................................... 52 3.10.4. Links tab ................................................................................................................. 53 3.10.5. Agent tab................................................................................................................. 58 3.10.6. Queues tab............................................................................................................... 63 3.10.7. Skill tab ................................................................................................................... 64 3.10.8. CMC tab.................................................................................................................. 64 3.10.9. Voicemail tab .......................................................................................................... 69 3.10.10. Monitoring tab ...................................................................................................... 70 3.10.11. CPM tab ................................................................................................................ 71 3.10.12. External app. tab ................................................................................................... 72
4. Glossary ............................................................................................................................................................ 73
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USER ADMINISTRATOR
1. INTRODUCTION
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1. INTRODUCTION
SAP Business Communications Management User Administrator application is used for creating and maintaining accounts in the SAP Business Communications Management system, that is contact center agents, switchboard operators, and other users. You can, for example, use the application for the following purposes: Creating and managing users and other accounts: 3.2.1. Creating accounts (page 11) 3.10. Using account view (page 43) Managing various user rights: 3.1.2. Managing user rights (authorization level) (page 8) 3.10.2. Authorization tab (page 46) Defining what kind of skills an account has if the skill-based routing (SBR) is in use: 3.10.7. Skill tab (page 64) Configuring some queue settings (such as the queue-specific call forwarding function), managing rights for queues, managing account-specific queue settings, and configuring special queue functions (such as the slave function and the superior-assistant function): 3.2. Using general functions (page 11) 3.3. Using console view (page 34) 3.10. Using account view (page 43) Defining whether accounts have rights to serve in queues remotely as external agents and defining external numbers: 3.10.12. External app. tab (page 72) Managing groups: 3.5. Using groups view (page 37) Modifying barring and location groups: 3.6. Using barring groups view (page 39) 3.7. Using location groups view (page 40) Viewing the extension numbering situation and defining voicemail settings: 3.2. Using general functions (page 11) 3.10. Using account view (page 43) Disabling conceptual applications in special situations: 3.3. Using console view (page 34) Start by reading the sections 3.1. Understanding basic management issues (page 7) and 3.2. Using general functions (page 11), as they describe some basic issues which help you to manage accounts. Some of the functions described in this guide may not be implemented in your system, or you may not have permission to use some of them. Furthermore, your system may include separately implemented customer-specific features that this guide does not cover. Contact the supplier or administrator for further information.
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1. INTRODUCTION
CAUTION: The software users (service providers and end-users) are fully responsible of making sure that the services provided using this software do not violate or are not used against local legislation. The software users must acknowledge that the software collects identification data for enabling the services and their invoicing, security and troubleshooting, protecting the services against misuse and misappropriation, and further improvement of the software and services, and assume the full responsibility of the use of the collected data.
Conventions
ITEM Proper nouns Various user interface items (such as buttons, menus, submenus, dialog windows, tabs, and sheets) Paths and directories Values and variables Code examples Some functions Terminology
MARKING Italic Italic
EXAMPLE Microsoft Windows Click the Update button. Select Start > Programs > Internet Explorer.
Italic Italic Courier font Bold Bold italic
By default the file is located in the following directory: C:\Documents. Replace the xyz value with the 123 value.
run if xyz = 123
You can use the Find and replace function for searching items. By default clicking refers to the left mouse button.
CAUTION: NOTE: HINT:
This is an important caution.
This is a necessary note. This is a helpful hint.
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2. USER INTERFACE
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2. USER INTERFACE
The user interface has the following parts: 1. 2. 3. 4. Menu bar (page 3) Toolbar (page 4) Views (page 4) Status bar (page 6)
2.1. MENU BAR

The menu bar is always enabled and has the following menu functions: File If you have system administrator rights, you can switch between this application and the System Administrator application. See the section 3.1.2. Managing user rights (authorization level) (page 8). Exit => Closes the application and logs you out. Tools => Lists the integrated tools. Number viewer => See the section 3.2.8. Viewing numbering situation (number viewer) (page 28).
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2.2. TOOLBAR
Number wizard => See the section 3.2.9. Creating and deleting multiple numbers (number wizard) (page 30). Voicemail wizard => See the section 3.2.10. Creating multiple voicemail numbers (voicemail wizard) (page 32). Help Help topics => Opens the link list to the available administration guides. They are delivered in the PDF format. About => Displays the name and version number of the application.
2.2. TOOLBAR
NOTE: In this context the term directory refers to a CEM directory which is defined in the System Administrator application. It does not mean a segment which is created in the CPM database and displayed as a directory in the Communication Desktop (CDT) application.
The toolbar has a drop-down menu for selecting the directory. Usually there is only one CEM directory and you cannot change this value. Contact the supplier for further information.
2.3. VIEWS
NOTE:
Only system administrators have rights to access the Barring groups and Location groups views.
The application has the following views: Console => See the section 3.3. Using console view (page 34). Company => See the section 3.4. Using company view (page 36). Groups => See the section 3.5. Using groups view (page 37). Barring groups => See the section 3.6. Using barring groups view (page 39). Location groups => See the section 3.7. Using location groups view (page 40). Account => See the section 3.10. Using account view (page 43). Switch between the views with the side navigation frame. The items in it are displayed according to your authorization level.
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2.3. VIEWS
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The views have the following parts: 1. 2. 3. 4. The search functions => See the section 3.2.5. Using search functions (page 17). The account list => See the section 3.2.5. Using search functions (page 17). The filtering and template functions => See the sections 3.2.5. Using search functions (page 17) and 3.2.6. Using mass update functions and templates (page 20). The item-specific infocard => When you select an item from the account list, the accountspecific infocard appears. When you enter the account view by clicking the Account item in
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2.4. STATUS BAR
the side navigation frame, a blank account infocard appears. Other infocards appear when you enter an appropriate view. The buttons may be dynamic depending on the procedure you are performing. The following buttons may be available: Update => Updates the changes into the CEM database. Also the optional CPM database is updated after a short delay. In some cases the user must log out from the application and log in again before the changes take effect. You can also force a user to log out. See the section 3.10.5. Agent tab (page 58). Delete => Removes the selected item. Add new => Clears all infocard fields when you start creating a new item. Clear => Clears all infocard fields. Cancel => Cancels the action. An infocard may include several tabs. If there is not room to display all tabs simultaneously, click the tab with the arrow symbols to display the rest of the tabs.
When you right-click an item in the account list, a pop-up menu appears. Depending on the selected item it may have the following functions: Authorization.../Agent details.../Links... => Enters the tab described in section 3.10.2. Authorization tab (page 46), 3.10.4. Links tab (page 53), or 3.10.5. Agent tab (page 58). Disable user... => Disables the account as described in section 3.10.2. Authorization tab (page 46). Delete.../Remove.... => Deletes or removes the selected item.
2.4. STATUS BAR

The status bar displays various messages related to the software status and usage.
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3. USAGE
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3. USAGE
CAUTION: It is important to understand the difference between (internal) user information and (external) customer information. Use the same application for creating both types of information and for modifying them. Otherwise the data may not be synchronized and updated correctly.
This section describes the following functions and issues: 3.1. Understanding basic management issues (page 7) 3.2. Using general functions (page 11) 3.3. Using console view (page 34) 3.4. Using company view (page 36) 3.5. Using groups view (page 37) 3.6. Using barring groups view (page 39) 3.7. Using location groups view (page 40) 3.8. Using bandwidth groups view (page 41) 3.9. Using NAT Location view (page 42) 3.10. Using account view (page 43)
3.1. UNDERSTANDING BASIC MANAGEMENT ISSUES

This section describes the following functions and issues: 3.1.1. Creating and maintaining data (page 7) 3.1.2. Managing user rights (authorization level) (page 8) 3.1.3. Managing names and numbers (page 9) 3.1.4. Managing queue rights (page 10) 3.1.5. Selecting call forwarding options (page 10)
3.1.1. CREATING AND MAINTAINING DATA NOTE: System administrators create and maintain system data in the System Administrator application. Many of the settings there affect this application as well.
Make sure that all system users understand the difference between personal calls and queue calls. The personal calls have been called to a personal number (the OPER_DIR queue) and they are treated as the personal reachability service (PRS) profile defines. The queue calls have been called to the queue number, and they are delivered to the agents who have rights for this specific queue according to the queue settings and schedules.
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3.1.2. MANAGING USER RIGHTS (AUTHORIZATION LEVEL)
Be systematic and logical when creating and maintaining data to make sure the entire system works as intended. Use consistent syntax and keep in mind that information may be displayed in other applications as well. Plan the syntax and data maintenance issues in advance with the supplier and other administrators. All administrators should always provide you enough information on the items they have created. For example, a directory is a company-wide or personal segment that contains companies and contacts (internal users or external customers). Internal users (accounts) are created in the User Administrator application, and external customers in the Communication Task Management (CTM) or Communication Desktop (CDT) application. Administrators organise accounts and customers into company-wide segments in the CPM Administrator application. Contact the supplier or administrator for further information.
3.1.2. MANAGING USER RIGHTS (AUTHORIZATION LEVEL) CAUTION: Do not give any user rights before the conceptual and actual software applications are installed and configured properly. Give only the appropriate rights to each account, and do not give extra rights just as a precaution. A large number of accounts with too high authorization levels increase the risk of faults and misuse. NOTE: Some functions, such as listening to recorded files, and displaying certain items in Reporting and Online Monitoring are prevented by default by the protection parameters set in the System Administrator.
Note the following before you start using the application: Objects are displayed according to user rights and authorization level. For example, the rights can be related to the following items: Conceptual applications, such as contact center (CC). Actual software applications, such as the Online Monitoring or Outbound Desktop application. Functions in the Communication Desktop (CDT) application, such as various contact center functions or the MTD function. CPM database or the related applications. Queues. An administrator is a user with administrative privileges and rights. The number of administrators should be limited, since a large number of administrators increase the risk of faults and misuse. A normal user cannot be an administrator. The application uses the following authorization levels: User administrators have low-level administration rights and system administrators have high-level administration rights. A user can also have limited system administrator rights for the certain queues only. Supervisors and group leaders are users who have limited administration rights mainly related to the monitoring functions. The system administrator rights are given in the System Administrator application. Other rights are given in this application. See the section 3.10.2. Authorization tab (page 46).
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3.1.3. MANAGING NAMES AND NUMBERS
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This application is used for managing user information in the CEM database, but the users are transferred from the CEM database to the CPM database automatically. They are displayed as contacts in the -In-House- and -DB- segments. After creating users you must then use the CPM Administrator application for creating CPM-related user groups and managing CPM-related user rights. See the CPM Administration Guide document. The CPM database and the appropriate user rights are required for the directory functions in the Communication Desktop (CDT) application (since those directories are segments which are created in the CPM database). All fields and options are described in the section 3.10.2. Authorization tab (page 46).
3.1.3. MANAGING NAMES AND NUMBERS CAUTION: Naming and numbering errors may cause the system to malfunction. It can also corrupt the reports. If you notice deviations from the conventions, correct them immediately and inform all necessary parties.
Select naming and numbering formats which match the company-wide conventions. Note the following about names: Be consistent when you create accounts and make sure that end users also understand the difference between the displayed account name (for example Smith, John) and the username (for example john.smith, jsm, or JSM). The user ID means the same as username, user initials or login name. Enter the displayed account names so that there is a comma between the first name and the surname (Smith, John Michael). If you use another syntax (for example Smith John Michael or john.smith), the entire name is interpreted as the surname when the account is transferred to the CPM database. This may cause confusion when making searches in, for example, the Communication Mobile Client (CMC) application. If you use the format <First name Surname> (for example John Smith), it may be difficult to sort accounts in directories or reporting. Select a username format which makes it easy to create new accounts later on (for example, john.smith and meetingroom_100). Use only standard English alphabetic letters and numbers, do not use spaces or special characters. Note the following about numbers: Always make sure that the number is not in use to avoid overlapping. See the section 3.2.8. Viewing numbering situation (number viewer) (page 28). Dedicate a certain number series (for example 5000 - 5900) for a certain type of numbers (such as extension numbers), and a corresponding series (for example 4000 4900) for other type of numbers (such as voicemail numbers). In this case you should use the voicemail number 4678 for the account with the extension number 5678. All extension numbers should have an equal number of characters.
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3.1.4. MANAGING QUEUE RIGHTS
Be consistent when you enter mobile numbers. You can map the country code usage to some extent in the application-specific customizing files. The file may define that all occurrences of the domestic country codes are omitted, or that the foreign country code is automatically prefixed with a number that a specific operator uses for international phone calls (for example +358123456789 => 111358123456789). If you enter all domestic numbers without the country code (for example 123456789) and the foreign numbers with it (for example +35823456789), the mapping in the customizing files is much easier.
3.1.4. MANAGING QUEUE RIGHTS

Do not give rights for more than 200 queues for an account. If the number of queues is larger, the load may impair the client workstation performance. A very large number of queues also decreases usability, as the account must scroll up and down the queue lists in the Communication Desktop (CDT) application. The lists can display only the following maximum number of queues simultaneously: Smaller resolution value (800 X 600) => Five queues in the Phone view and 32 queues (two columns with 16 queues each) in the master list (the Queues tab in the Contact Center view). Larger resolution value (1024 X 768) => Ten queues in the Phone view and 48 queues (two columns with 24 queues each) in the master list (the Queues tab in the Contact Center view). The section 3.10.6. Queues tab (page 63) describes how to give rights for the queues. See the System Administration Guide document for information about creating and configuring queues, and the Communication Desktop (CDT) User Guide document for information about using the queue functions.
3.1.5. SELECTING CALL FORWARDING OPTIONS

Administrators must understand different call forwarding options to ensure that end users use them correctly. The lists below may be useful for troubleshooting purposes. Personal calls See the section 3.10.5. Agent tab (page 58) and the Communication Desktop (CDT) User Guide document for information about the following issues which affect personal calls: PRS profiles => Call forwarding options in a PRS profile always override other forwarding numbers. Forwarding number => This value overrides the default overflow queue. Default overflow queue => A queue where an unanswered call is forwarded to if no profile or forwarding number is in use, for example the switchboard or the departments queue. Multiterminal desktop (MTD) Options in calling functions => Redirecting and diverting active calls manually.
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3.2. USING GENERAL FUNCTIONS
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Queue calls See the sections 3.3. Using console view (page 34), 3.10.5. Agent tab (page 58), 3.10.6. Queues tab (page 63) and 3.10.7. Skill tab (page 64) for information about the following issues which affect queue calls: Schedule => Defines the company-specific opening and closing times for the telephone service, that is when calls are taken into any of the queues. Application settings => Defines whether a conceptual application is disabled or enabled, that is when calls are taken into its queues. Queue settings => Defines when calls are taken into an individual queue. Routing => Defines how calls are allocated and includes the following issues: Routing methods (such as skill-based routing (SBR)) Queue modes (auto-allocation and hunt group) Agent statuses (such as Serving and Paperwork) User rights (such as rights to serve in queues as an external agent) Multiterminal desktop (MTD) Options in calling functions => Redirecting and diverting active calls manually. External agent function => Serving in queues remotely. See also the System Administration Guide and Communication Desktop (CDT) User Guide documents.
3.2. USING GENERAL FUNCTIONS

This section describes the following functions and issues: 3.2.1. Creating accounts (page 11) 3.2.2. Creating personal voicemail numbers (page 15) 3.2.3. Creating queue voicemail numbers (page 16) 3.2.4. Configuring superior-assistant function (page 16) 3.2.5. Using search functions (page 17) 3.2.6. Using mass update functions and templates (page 20) 3.2.7. Viewing, saving and printing account list reports (page 26) 3.2.8. Viewing numbering situation (number viewer) (page 28) 3.2.9. Creating and deleting multiple numbers (number wizard) (page 30) 3.2.10. Creating multiple voicemail numbers (voicemail wizard) (page 32)
3.2.1. CREATING ACCOUNTS NOTE: You can use the basic or advanced search results for mass update purposes. See the sections 3.2.5. Using search functions (page 17) and 3.2.6. Using mass update functions and templates (page 20).
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3.2.1. CREATING ACCOUNTS
Define the minimum properties for an account in the following way: 1. 2. See the notes and limitations in section 3.1. Understanding basic management issues (page 7). It is especially important to fully understand the syntax and authorization issues. Enter the account view as described in section 2.3. Views (page 4). If needed, filter the account list as described in section 3.2.5. Using search functions (page 17). Note the following: When you select an item from the account list, the account-specific infocard appears. Click the Add new button. When you enter the account view by clicking the Account item in the side navigation frame, a blank account infocard appears. Define at least the name, type and the extension number. Click the Add button. The company, subcompany and department are copied from the previously displayed account. If the information is not correct, change the values and click the Update button. If you want a photo to be shown at the CDT directory, enter the file name of the photo file into the Image file field and click the Update button. All fields and options are described in the section 3.10.1. Info tab (page 44).
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3.
4.
Enter the Authorization tab. All fields and options are described in section 3.10.2. Authorization tab (page 46). Define at least a username, language, and user rights. Register and enable the account. Click the Update button. A dialog window for enabling the extension number appears. Select the conceptual applications and click the OK button.
5.
Enter the Agent tab. All fields and options are described in section 3.10.5. Agent tab (page 58). Enable the extension number (if you did not do it in the dialog window): select the conceptual application and click the number field. The application transfers the extension number to the field automatically. It is also recommended to define either the default overflow queue or the direct call forwarding number. If you do not define either of these numbers, the unanswered personal calls are not forwarded at all if other call forwarding functions are not in use. Call forwarding options in a PRS profile always override other forwarding numbers, that is these numbers are ignored if the selected PRS profile defines that inbound calls are forwarded in other ways. See the Communication Desktop (CDT) User Guide document.
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6.
Click the Update button. The account has now rights for personal calls (the OPER_DIR queue).
The result can be seen in the CDT application in the following ways:
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3.2.1.1. CREATING ANONYMOUS USERS
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7.
Continue by defining other properties (such as queue, voicemail and CPM-related rights) as described in section 3.10. Using account view (page 43). The restrictions related to different property types are described in that section and its subsections.
3.2.1.1. CREATING ANONYMOUS USERS

It may be useful to define a specific anonymous user account, for example, for temporary switchboard workers. The account is created in the same way as any account, but the user ID settings must include the text anonymous. The anonymous user account cannot modify any settings or availability information in the CDT application.
3.2.2. CREATING PERSONAL VOICEMAIL NUMBERS

A personal voicemail number is reserved for an individual account. Enter the Voicemail tab in the account infocard to create the voicemail number. All fields and options are described in section 3.10.9. Voicemail tab (page 69). You can only create numbers for registered and enabled accounts which have been created in the appropriate way as described in section 3.2.1. Creating accounts (page 11). See also the sections 3.1.3. Managing names and numbers (page 9) and 3.2.10. Creating multiple voicemail numbers (voicemail wizard) (page 32).
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3.2.3. CREATING QUEUE VOICEMAIL NUMBERS
3.2.3. CREATING QUEUE VOICEMAIL NUMBERS

A queue may have a queue-specific voicemail number which is available for several accounts. You may want to forward all calls to this voicemail number, and the selected accounts can listen to the messages later on and take the necessary actions. Use the Voicemail tab in the account infocard to define whether a queue voicemail number is available for an account. The tab displays a queue only if system administrators have defined a voicemail number for the queue in the System Administrator application. All fields and options are described in section 3.10.9. Voicemail tab (page 69). The queue voicemail numbers are not listed in the directories or displayed anywhere else other than in the queue properties. Each number is available only for the selected accounts in the Voicemail application. It is also possible to define that queue voicemail messages create tasks into an e-mail channel in the Communication Task Management (CTM) application, and allow only certain accounts to manage tasks in this e-mail channel. See the Installation Guide document.
3.2.4. CONFIGURING SUPERIOR-ASSISTANT FUNCTION NOTE:

An account needs at least the CDT: Superior-assistant queue user rights to be able to serve as an assistant. Users with a higher authorization level have these rights automatically.
A group of people can answer inbound calls on the behalf of another predefined user. In this case these serving users are called assistants and the predefined user acts as a superior. All standard queue functions are available for a superiors queue. See the Communication Desktop (CDT) User Guide document. Activate the function in the following way: 1. 2. Select the account who acts as the superior and enter the Agent tab. Select the Superior option and enter the superiors queue number. All fields and options are described in the section 3.10.5. Agent tab (page 58).
3.
When you enter a number, the corresponding superiors queue is created automatically.
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3.2.5. USING SEARCH FUNCTIONS
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4.
5.
The displayed account name (such as Smith, John) is used as the displayed name of the queue. You can change the name in the System Administrator application (the infocard for the queue). If you do not want to display the superiors number in the directories, enter the Info tab and change the extension number to be the superiors queue number. All fields and options are described in section 3.10.1. Info tab (page 44). Select the account to serve as an assistant and enter the Queues tab. Add the assistant to the superiors queue. Repeat this for all assistants. All fields and options are described in section 3.10.6. Queues tab (page 63).

The account list displays the following account information: name, title, number, department, location, and status. Note the following: The status column displays the technical status information from the monitoring-related CEM database table (the internal availability). The column may display one of the following values: Free Busy Logged out Additional status When you select an item from the account list, the account-specific infocard appears. When you enter the account view by clicking the Account item in the side navigation frame, a blank account infocard appears. See the section 3.10. Using account view (page 43). You can use the basic or advanced search results for mass update purposes. See the section 3.2.6. Using mass update functions and templates (page 20). All search methods affect each others and you can use them simultaneously. If you have entered a part of an extension number (such as the value 30) as the basic search criteria and selected the Persons account type, the list displays all person accounts with the extension number beginning with 30. If the account list displays a limited set of accounts, check that you have cleared all search criteria.
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You can search entries in the following ways: 1. 2. Using the account type. Select one of the following options: Persons, Groups, Fax, Resource, or Templates. The All option to displays all items in the list.
3.
Using the basic search function. Enter the search criterion (the account name or the extension number) and click the Search button to execute the search. Note the following: The search criteria field is not case-sensitive. If you want to use wildcards, you can use the * or % character to replace any group of characters and the ? or _ character (an underscore) to replace any individual character. No wildcards are added automatically. The Clear button (on the left-hand side) clears the basic search criteria and displays all items in the list.
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4.
Using the advanced search function. Click the Create view button and select the search criteria (Company, Subcompany, Department, Location, Cost center, Info 1, Info 2, Info 3, Responsibilities, In application, With rights to queues, With skills, or/and In groups). Note the following: You can use the AND, OR and NOT operators to adjust the search precision. The refresh button (on the right-hand side) clears the advanced search criteria and displays all items in the list. The Reset button in the dialog window clears the search criteria and displays all items in the list, but the search criteria dialog window remains open. The Apply button in the dialog window executes the search and lists the search results, but the search criteria dialog window remains open. The Close button in the dialog window closes the search criteria dialog window. When you open the dialog window next time, the application remembers the previous values unless you clear them separately by clicking the Reset button.
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3.2.6. USING MASS UPDATE FUNCTIONS AND TEMPLATES
3.2.6. USING MASS UPDATE FUNCTIONS AND TEMPLATES CAUTION: Make always sure that you have selected the correct target accounts for a mass update. The update affects all accounts you have displayed in the list, and you may accidentally update accounts whose properties you wanted to leave intact. HINT: If you want to make sure that certain accounts use identical settings, use the PRS profile and CDT settings together with the mass update options. See the section 3.10.5. Agent tab (page 58).
You can use the mass update functions for two different purposes: 3.2.6.1. Updating account properties by using templates (page 20) 3.2.6.2. Deleting selected account properties (page 24)
3.2.6.1. UPDATING ACCOUNT PROPERTIES BY USING TEMPLATES CAUTION: Always ensure that the template account properties are appropriate and that you select the correct updating level (Only update or Delete undefined).
You can use the basic or advanced search results for mass update purposes. You can simultaneously create a group account with links to the selected person accounts. Note the following: It is recommended to use template accounts for mass update purposes. Use the functions described in the section 3.5. Using groups view (page 37) only for viewing the group contents, adding accounts to the groups, and removing accounts from them.
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3.2.6.1. UPDATING ACCOUNT PROPERTIES BY USING TEMPLATES
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Although you can create a group account in the same way as any other account, it may be easier to use the template functions and then configure the group account. See the sections 3.2.1. Creating accounts (page 11) and 3.10. Using account view (page 43). The template functions are especially useful when you want to make sure that certain person accounts (users) have identical authorization level, queue rights, or PRS (Personal Reachability Services) profiles. Update account properties by using a template in the following way: 1. Create a template account with appropriate properties. Note the following: You can modify an existing template account or create a new template account. If you want to use a template account for updating queue rights, you must use a mock extension number and define the appropriate queue rights. See the sections 3.10.5. Agent tab (page 58) and 3.10.6. Queues tab (page 63). If you do not want to copy the company, subcompany or department information for the target accounts, select the --Not set-- value for these settings.
2.
Search the target accounts for the mass update. See the section 3.2.5. Using search functions (page 17).
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3.
Click the Mass update button. The Mass update dialog window appears.
4.
Select the template. If an appropriate template is not available, you can modify an existing template account or create a new one by clicking the Open template or Create new template button.
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5.
Enter an optional group account name.
6.
7.
Select the updating level. The following options are available: Only update => Updates only those properties that have values in the template account settings. Other values in the target account settings remain as they are. Delete undefined => Updates the properties that have values in the template account settings and deletes all other values in the target account settings. Continue in one of the following ways: Click the Rename button. The application creates a group account (if you have entered a name for it). Click the Execute button. The application updates the target account properties by using the selected updating level and creates a group account (if you have entered a name for it). Click the Show report button (the printer icon). See the section 3.2.7. Viewing, saving and printing account list reports (page 26).
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3.2.6.2. DELETING SELECTED ACCOUNT PROPERTIES

1. 2. 3. Search the target accounts for the mass update. See the section 3.2.5. Using search functions (page 17). Click the Mass update button. The Mass update dialog window appears. Select the Delete tab.
4.
Select the category and the value within it you want to delete: Group => Removes the target accounts from the selected group account. See the section 3.5. Using groups view (page 37). Queue => Removes the rights for the selected queue. See the section 3.10.6. Queues tab (page 63). Skill => Removes the selected skill levels. See the section 3.10.7. Skill tab (page 64).
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Application => Removes the account-specific extension number from the selected conceptual application. See the section 3.10.5. Agent tab (page 58). Online Monitoring rights: application => Removes the monitoring rights for the selected conceptual application. See the section 3.10.10. Monitoring tab (page 70). User rights => Removes the selected user rights. See the section 3.10.2. Authorization tab (page 46). The following values are available: Additional settings Messenger Conference Video MTD User Administrator External phone settings MS Outlook Extension Communication Mobile Client (CMC) External agent IP hardphone/third-party phone ClientCore phone CMC settings => Disables the current CMC settings. See the section 3.10.8. CMC tab (page 64). Profile visibility => Disables the selected shared user-specific PRS profile. See the section 3.10.5. Agent tab (page 58). CPM => Removes the selected rights for the CPM database or the rights for the selected application. See the section 3.10.11. CPM tab (page 71).
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3.2.7. VIEWING, SAVING AND PRINTING ACCOUNT LIST REPORTS
5.
Continue in one of the following ways: Click the Delete button. The application updates the target account properties by using the selected updating level. Other values in the target account settings remain as they were. Click the Clear button. The application clears all categories and values you have selected, and you can start the selection again. Click the Show report button (the printer icon). See the section 3.2.7. Viewing, saving and printing account list reports (page 26).

You can view, save and print an account list summary by executing a search, clicking the Mass update button, and clicking the Show report button (the printer icon) in the Mass update dialog window. See the sections 3.2.5. Using search functions (page 17) and 3.2.6. Using mass update functions and templates (page 20). Click the Save or Print button in the report and the standard Microsoft Windows dialog window for selecting the directory or the printer appears. The report displays the following information about each account: Name Number Company Username Language If you open the report when you have created a group account or performed a mass update, it displays optional related information (such as error information, if you have problems during the update).
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3.2.8. VIEWING NUMBERING SITUATION (NUMBER VIEWER)
3.2.8. VIEWING NUMBERING SITUATION (NUMBER VIEWER) NOTE: In this context the term numbering refers to the extension numbers used for handling the contacts (such as phone calls and voicemail messages) within the telephony system. See the section 3.1.3. Managing names and numbers (page 9).
You can view the current numbering situation (the allocated and reserved numbers). This helps to manage the numbering environment centrally. The dialog window appears by selecting the menu function Tools > Number viewer. The color of a number slot indicates the following: Purple => Account numbers defined in the Switchboard application (in the systems older than 5.0, only). Red => Account numbers defined in the Contact center (CC) application. Green => Free numbers. Hidden by default. This color is related to the functions (call management) in the previous software versions. Blue => Queues. Yellow => Temporary work numbers. Usually not in use. This color is related to the functions (call management) in the previous software versions. Lilac => Voicemail numbers. Bright red => Faxes. This type-related information has no relevance in the Communication Desktop (CDT) application. When you place the cursor on a number slot, a tooltip displays the number type and the number. Click an individual number to see further information about it.
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By default the dialog window displays the digits 000-999. Click the Number range button to select another range to be displayed.
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3.2.9. CREATING AND DELETING MULTIPLE NUMBERS (NUMBER WIZARD)
3.2.9. CREATING AND DELETING MULTIPLE NUMBERS (NUMBER WIZARD) NOTE: In this context the term numbering refers to the actual extension numbers used for handling the contacts (such as phone calls and voicemail messages) within the telephony system. See the section 3.1.3. Managing names and numbers (page 9).
You can create and delete multiple numbers simultaneously. The dialog window appears by selecting the menu function Tools > Number wizard.
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This function is related to the call management functions in the previous software versions, but you can still use it for creating a series of dummy accounts with consecutive numbers. It may be easier to modify these dummy accounts for use in the appropriate way than to create the accounts from scratch. Perform the procedure in the following way: 1. 2. 3. Check the current numbering situation in advance. See the section 3.2.8. Viewing numbering situation (number viewer) (page 28). Select if you want to create or delete numbers and click the next button. Select the conceptual application and click the next button.
4.
Enter the number range (a maximum of 500 numbers) and click the next button.
5.
Check the action summary and click the Finish button. Note the following: If you are creating numbers, check that they do not exist already in the defined range. If you are deleting numbers, check that the conceptual application and the range match.
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3.2.10. CREATING MULTIPLE VOICEMAIL NUMBERS (VOICEMAIL WIZARD)
6.
Check the report and click the link to view the number range in a graphical format.
7.
Click the Exit button.

You can create multiple voicemail numbers simultaneously. The dialog window appears by selecting the menu function Tools > Voicemail wizard. Perform the procedure in the following way: 1. 2. Check the current numbering situation in advance. See the section 3.2.8. Viewing numbering situation (number viewer) (page 28). Click the arrow buttons to transfer the selected accounts to the appropriate columns and click the Next button. Note the following: The list displays only registered and enabled accounts without voicemail rights or numbers. See the sections 3.2.1. Creating accounts (page 11) and 3.10. Using account view (page 43). Use the search function to filter the list.
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You can select multiple items by holding down the Ctrl key on your keyboard.
3.
4. 5.
Select one of the following numbering rules: User numbers plus 0 => The current numbers. User numbers plus <numeric value> => The existing numbers in increments of the entered value. Number(s) starting from <numeric value> => A progressive series of numbers starting from the initial number entered. Select the other options and enable voicemail queues if needed. See the section 3.10. Using account view (page 43). Click the Ready button.
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3.3. USING CONSOLE VIEW
6. 7.
Check the report for errors. Click the Exit button.
3.3. USING CONSOLE VIEW

NOTE: Normally system administrators create and maintain conceptual applications, audio message files (prompts), queues and schedules in the System Administrator application.
You can disable conceptual applications and configure some queue settings (such as the queuespecific call forwarding function). The view has the following tabs: 3.3.1. Console tab (page 34) 3.3.2. Queues tab (page 35) 3.3.3. Ad hoc sched. tab (page 36)
3.3.1. CONSOLE TAB

You may need to disable a conceptual application temporarily and select the audio message (a prompt) which informs the callers why their contact attempts fail. In the Console tab you disable the application immediately and restart it separately later on, in the Ad hoc sched. tab you can make a high-priority schedule and define the time when the application is closed and restarted.
NOTE: We recommend using Ad hoc schedules instead of the Console view, see Ad hoc sched. tab. Using the Console view is complicated and requires that related parameters are configured.
Perform the procedure in the following way: 1. 2. 3. Select a conceptual application. Select the Application closed option. Define the optional audio message. Note the following: There is no standard message called AppClosedMessage, you must record a customized prompt, and save it among the standard prompts. The application locates the file from the predefined prompt directory automatically. If you want to use another prompt file of the system, for example ServiceClosed, you can define that with the advanced application parameter WAV_AppClosedMessage. If you have saved the customized prompt in a directory other than the predefined prompt directory, use the browsing button to locate an appropriate file. In this case do not omit the path and the WAV extension. Enter the optional number to which the inbound calls are forwarded (for example a voicemail number).
4.
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5.
Click the Update button. The conceptual application ceases to handle inbound or outbound calls. The audio message is played before forwarding the call.
3.3.2. QUEUES TAB

You may need to configure some queue settings in special cases. The tab has only a limited selection of settings which overlap the complete set of queue settings in the System Administrator application (the Queues view). All queue settings are described in the System Administrator Guide document. Perform the procedure in the following way: 1. 2. 3. 4. 5. 6. Enter the Console tab. Select the application. Enter the Queues tab. Select a queue. Configure the appropriate settings. Click the Update button.
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3.3.3. AD HOC SCHED. TAB
3.3.3. AD HOC SCHED. TAB

You may need to view, create or delete specific emergency schedules, for example for a sudden situation when a service needs to be closed and you want to inform customers of this. By selecting the Ad hoc sched. tab you can jump to the Manage prompts dialog window. 1. 2. 3. 4. Select the conceptual application in the Console tab. Click the Ad hoc sched. tab to view the possible emergency schedules defined for the application. For information for a specific queue or queue group, click the search button (binoculars). To make a new ad hoc schedule, click the schedule button (clock).
Delete an existing ad hoc schedule by right-clicking it and selecting the Delete option. Schedules are otherwise managed in the System Administrator application.
3.4. USING COMPANY VIEW

NOTE: In this context the terms company, subcompany and department refer to internal units within your organization. The corresponding units related to customer information are defined in the CPM Administrator application.
You can create companies, subcompanies and departments within your own organization. The created values are available in the view which is described in section 3.10. Using account view (page 43), and, if the automatic creation of groups is enabled, in the System Administrator application, the automatic groups are based on these pieces of information. You should reserve these values for internal use only, although the companies are transferred to the CPM database and automatically displayed in the -In-House- and -DB- segments.
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Perform the related procedures in the following way: Modifying values Enter the appropriate tab. Select the value from the drop-down menu. Enter the new value to the field. Click the Update button. Entering new values Enter the appropriate tab. Click the Add new button. Enter the new value to the field. Click the Add button. Deleting values => If you delete a company in this application, it is not deleted from the CPM database and you need to manually delete it in the CPM Administrator application. Enter the appropriate tab. Select the value from the drop-down menu. Click the Delete button.

You can view and modify the group account contents (select its members) and define that the group members inherit some attributes from the group account settings. Note the following: It is recommended to use template accounts for mass update purposes as described in the section 3.2.6. Using mass update functions and templates (page 20). Use the Groups view only for viewing the group contents, adding accounts to the groups, and removing accounts from them. Although you can also create a group account in the same way as any other account, it may be easier to use the template functions and then configure the group account. See the sections 3.2.1. Creating accounts (page 11) and 3.10. Using account view (page 43). Use the search function to filter the lists. The search function is similar to the basic search function which is described in the section 3.2.5. Using search functions (page 17).
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You can also remove group members and link an individual account to a group account in the account settings. See the section 3.10.4. Links tab (page 53). It is possible to create group accounts automatically based on the Company, Subcompany and Department information. The automatic creation can be enabled in the System Administrator application. The Groups tab displays all available group accounts and some information from the account settings. See the sections 3.10.1. Info tab (page 44) and 3.10.4. Links tab (page 53).
When you select a group account and the Members tab, the Directory list field displays all existing person accounts and the Members field displays all person accounts linked to the selected group account. Click the arrow buttons to add the accounts to the group and vice versa. You can select multiple items by holding down the Ctrl key on your keyboard. You can also drag the cursor over the list to select consecutive items. If you want to use these functions for mass update purposes, select which attributes the group members should inherit from the group account settings. Note the following: Authorizations/Queue rights => The options are available only if the group account is registered and enabled. See the sections 3.10.2. Authorization tab (page 46) and 3.10.6. Queues tab (page 63). Assistant/Substitute/Superior => The options are available only if another account is acting as an assistant, substitute or supervisor for the group account. These are linked informative roles displayed in the Communication Desktop (CDT). If any accounts are linked together, you can see the relation (either the group account the person account belongs to, or the person accounts linked to the group account) in the account settings. See the section 3.10.4. Links tab (page 53).
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3.6. USING BARRING GROUPS VIEW

NOTE:
Only system administrators have rights to access the Barring groups and Location groups views.
Barring groups are used for restricting outbound calls with predefined call barring rules. System administrators create and maintain the barring groups in the System Administrator application. In this view, you can add and remove person accounts to and from the barring groups. Note the following: You can also add an individual person account to one of the groups as described in section 3.10.5. Agent tab (page 58). Use the search function to filter the lists. The search function is similar to the basic search function which is described in section 3.2.5. Using search functions (page 17). The Barring tab displays all available groups. When you select a barring group and the Members tab, the Directory list field displays all existing person accounts and the Members field displays all person accounts linked to the selected group. Click the arrow buttons to transfer the selected items to the appropriate columns. You can select multiple items by holding down the Ctrl key on your keyboard. You can also drag the cursor over the list to select consecutive items.
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3.7. USING LOCATION GROUPS VIEW
3.7. USING LOCATION GROUPS VIEW

NOTE: NOTE:
System administrators create and maintain location groups in the System Administrator application. Only system administrators have rights to access the Barring groups and Location groups views.
You can add and remove person accounts to and from the location groups. These groups are used with the location-based call routing. Note the following: You can also add an individual person account to one of the groups as described in section 3.10.5. Agent tab (page 58). Use the search function to filter the lists. The search function is similar to the basic search function which is described in the section 3.2.5. Using search functions (page 17). The Location tab displays all available groups. When you select a location group and the Members tab, the Directory list field displays all existing person accounts and the Members field displays all person accounts linked to the selected group.
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3.8. USING BANDWIDTH GROUPS VIEW
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Click the arrow buttons to transfer the selected items to the appropriate columns. You can select multiple items by holding down the Ctrl key on your keyboard. You can also drag the cursor over the list to select consecutive items.
3.8. USING BANDWIDTH GROUPS VIEW

You can manage the bandwidth location groups, that is add and remove accounts to/from the groups. The actual groups are created and the specific bandwidth is assigned in the System administrator application, see the corresponding guide. The view has the Groups tab and the Members tab.
NOTE:
Each account can belong to one bandwidth group only.
3.8.1. MANAGING BANDWIDTH GROUPS

1. 2. Select the Bandwidth groups view and the Groups tab. Select the group, whose members you want to add or remove. If there are several groups you can use the Search field.
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3.9. USING NAT LOCATION VIEW
3. 4. 5. 6.
Select the Members tab. Select the account from the list in the left field, and click the >>> (Add members) button. If you want to remove members from the group, click the <<< (Remove members) button. Click the Update button to save the changes.
3.9. USING NAT LOCATION VIEW

You can manage the NAT location groups, that is add and remove accounts to/from the groups. The actual groups are created in the System administrator application, see the corresponding guide. The view has the Groups tab and the Members tab. 1. 2. Select the NAT locations view and the Groups tab. Select the group, whose members you want to add or remove. If there are several groups you can use the Search field.
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3.10. USING ACCOUNT VIEW
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3. 4. 5. 6.
Select the Members tab. Select the account from the list in the left field, and click the > (Add members) button. If you want to remove members from the group, click the < (Remove members) button. Click the Update button to save the changes.
3.10. USING ACCOUNT VIEW

NOTE: System administrators create and maintain queues and skills in the System Administrator application. They also create links to the CPM database and external applications.
You can create and configure accounts. Note the following: It is recommended to use template accounts for mass update purposes as described in the section 3.2.6. Using mass update functions and templates (page 20). Use the functions described in the section 3.5. Using groups view (page 37) only for viewing the group contents, adding accounts to the groups, and removing accounts from them. You can create a group account in the same way as any other account, but it may be easier to use the template functions and then configure the group account.
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3.10.1. INFO TAB
It is possible to create group accounts automatically based on the Company, Subcompany and Department information. The automatic creation can be enabled in the System Administrator application. Many of the account settings are hierarchically linked to other settings in this and other views. For example, some tabs are disabled until the account is registered and enabled. Some tabs are displayed according to your authorization level, and you may not have appropriate user rights to configure some settings. See the section 3.1. Understanding basic management issues (page 7). When you select an item from the account list, the account-specific infocard appears. When you enter the account view by clicking the Account item in the side navigation frame, a blank account infocard appears. To search a specific account, see the section 3.2.5. Using search functions (page 17). If you delete an account in this application, it is deleted in the CPM database as well. The view has the following tabs: 3.10.1. Info tab (page 44) 3.10.2. Authorization tab (page 46) 3.10.3. Authentication tab (page 52) 3.10.4. Links tab (page 53) 3.10.5. Agent tab (page 58) 3.10.6. Queues tab (page 63) 3.10.7. Skill tab (page 64) 3.10.8. CMC tab (page 64) 3.10.9. Voicemail tab (page 69) 3.10.10. Monitoring tab (page 70) 3.10.11. CPM tab (page 71) 3.10.12. External app. tab (page 72)
3.10.1. INFO TAB

Enter basic information about the account. The items are displayed in the Communication Desktop (CDT) directory, and the searches made in the directory can be based on them. Type => The account type (compulsory). The following options are available: PERSON => Actual users (such as contact center agents or switchboard operators). FAX => Fax devices. This type-related information is displayed in the Communication Desktop (CDT) application. GROUP => See the sections 3.2.6. Using mass update functions and templates (page 20) and 3.5. Using groups view (page 37). RESOURCE => For example shared terminal devices in meeting rooms. TEMPLATE => See the sections 3.2.6. Using mass update functions and templates (page 20) and 3.5. Using groups view (page 37). Name => The displayed account name (compulsory) (such as Smith, John). See the section 3.1.3. Managing names and numbers (page 9).
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Number => The extension number (compulsory) (such as 5050). Usually the personal number (the OPER_DIR queue). For basic principles see also the section 3.1.3. Managing names and numbers (page 9). The number is displayed in the directory in the Communication Desktop (CDT) application. In special cases you may want to display another suitable number (such as an extension number in another integrated telephony system, or the queue or switchboard number) in the directory instead of the personal number, see section 3.2.4. Configuring superior-assistant function (page 16). For example, if an agent is on the maternity leave, you can remove her agent and phone rights (the Authorization tab) and enter the switchboard number (or such) into this tab. The person account is still shown in the CDT directory, but the calls are taken to the switchboard. Title => An optional title (such as Call center manager). ID => An optional identifier which is transferred from the database. This is a special function for advanced use only. Contact the supplier for further information. Mobile => An optional mobile telephone number (such as +358123456789). This information is used in various functions in the in the Communication Desktop (CDT) application. See the section 3.1.3. Managing names and numbers (page 9). Pager => An optional pager number. Fax => An optional fax number. Additional no. => An optional additional telephone number (such as the number where you can reach this account in emergencies). This information is displayed in the Communication Desktop (CDT) application (the Other number field). E-mail => An optional e-mail address. NOTE: E-mail address must be defined for the account if the chat channel is going to be used. Company/Subcompany/Department => Optional internal information, however if the automatic groups are used this information is compulsory. The selectable companies, subcompanies and departments can be defined in the Company view, see the section 3.4. Using company view (page 36) Location => An optional physical or virtual location (such as First floor or Sales room). Note the following: This information is compulsory if reporting is in use, and it is also used in monitoring. Unlike the location groups, this location information is not used in the location-based call routing. See the section 3.7. Using location groups view (page 40). Cost center => An optional cost center. Info 1/2/3 => Optional free-form information (such as descriptive text or dates). Employee ID 1/2 => Two fields for optional free-form information, for example for the employee number of an other administrative system. Maximum number of characters is 16 in each of the fields. Responsibilities => Optional free-form information (such as brief description of tasks). Image file => Optional, enables displaying the accounts photo. Enter the image file name and click the update button. If the files are located in the default folder \thumbnails in the Web Clients software package, only the file name is required. If the photo file is somewhere else, enter the entire path. NOTE: If the Web Clients and Web Administration Tools packages are installed on
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3.10.2. AUTHORIZATION TAB
different web sites, the corresponding service instance parameters must be configured (in System Administrator application) to enable viewing these photos in the User Administrator application. If the file name is not defined at all, the photos are handled in the same way as in the 5.0 and earlier versions, that is the account must have an e-mail address, and the image file with the name <e-mail address>.jpg is displayed.
NOTE:
Do not use space or any special characters in the file names or paths.
A view in the Communication Desktop (CDT) application:
3.10.2. AUTHORIZATION TAB CAUTION: Do not give any user rights before the conceptual and actual software applications are installed and configured properly. Give only the appropriate rights to each account, and do not give extra rights just as a precaution. A large number of accounts with too high authorization levels increase the risk of faults and misuse. NOTE: External agents have rights to serve in all types of queues. For example, an account may not have rights for any actual enterprise telephony functions, but is still able to serve in queues remotely.
View and manage the accounts user rights in this tab.
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User ID prefix => The optional prefix for the username (such as the domain name). This information is compulsory if the same username is used in the Microsoft Windows NT authentication where the username is prefixed with this value (for example, domainname => domainname.john.smith). This is a special function for advanced use only. Contact the supplier for further information. User ID => The compulsory username (such as john.smith). See the section 3.1.3. Managing names and numbers (page 9). If a specific anonymous user is being defined, include the text anonymous to the user id. Language => Defines the language used in the prompts of the system (def.) and the user interface (UI). Administration applications are in English only. End user applications are supported in English, Finnish, German, Swedish, Russian, Italian, Spanish and French. Other unofficial language versions may also be available. The user can change the UI language in the Communication Desktop (CDT) application and the Personal information browser window (formerly called the Single Sign-on window). See the Communication Desktop (CDT) User Guide document. If the def. language has the value Use UI lang.(the default value) the prompts are played in the same language as the UI is displayed, also when the user changes the language. Time zone => The time zone where the agent is located. The workstation where the Communication Desktop (CDT) application is run sends the time zone information to this field, typically no need to update. Register user => If this option is selected, the account is transferred to the CPM database. Enable user => If this option is selected, the account is displayed in other applications as well. If the account has System Administrator rights, enabling/disabling the account in the System Administrator application affects this option as well and vice versa. Hide user => If this option is selected, the account is hidden from the -In-House- segment in the CPM database. Set password => This option enables that the administrator can enter or change the accounts password in the next option. Password/Confirm password => Defines the password that the account must enter during the login. The user can also define the password in the CDT and CMC applications. By default, the password set by the administrator must be changed when the user logs on the first time to any of the end-user applications, and the password must be longer than 3 characters. These password policies are set in System Administrator. The Communication Mobile Client (CMC) users must always have the password. If the account forgets the password, it cannot be recovered. The only way is to define a new password in the User Administrator application. If the account uses certain functions (such as related to PRSIVR, voicemail, and external agents) where no characters but numbers can be entered, a numeric PIN code can be used for authentication. See the chapter 3.10.3. Authentication tab (page 52). The password fields are not case-sensitive.
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If you give the CPM rights after the account has been created, you must change the password simultaneously. This is due to limitations related to encrypted passwords and SQL logins.
User type settings
USER TYPE None CMC: Limited functions (Lite)
RIGHTS IN CDT No rights No rights, enables the use of the Lite mode of the CMC application - Directory search functions - Enterprise telephony functions - Directory search functions - Enterprise telephony functions
RIGHTS TO SERVE IN QUEUES No rights No rights
CDT: Directory user - Directory search functions CDT: Phone user CDT: Superiorassistant queue user
No rights No rights Rights to serve in superiors queues - Rights to serve in all types of call queues (no rights for e-mail channels) - Rights to serve as an external agent - Rights to serve in all types of queues - Rights to serve as an external agent - Rights to serve in all types of queues - Rights to serve as an external agent
CDT: Advanced user - Directory search functions - Enterprise telephony functions CDT: Contact center - Directory search functions agent - Enterprise telephony functions - Contact center functions CDT: Contact center - Directory search functions - Enterprise telephony functions supervisor - Contact center functions - Supervising functions
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Additional settings (optional values)
SETTING
DESCRIPTION
Special rights for CDT *None => No rights to modify user information in directories (via the CDT application). *Can edit personal information => Rights to modify personal directory, and create personal segments. Can edit customers and other users => Rights to modify personal and other users directory information and create external customers. Full editing and search rights => Displays the Switchboard and Additional info tabs in the CDT applications directory view. Enables advanced searches using the advanced contact search template. *The right to modify other users availability information can be cancelled in the System Administrator application with the parameter appcnf_UI_allow_user_prs_update. Messenger Rights for the functions related to IM (and SMS) messages and chatting in the CDT application. Requires rights for enterprise telephony functions. Rights for the conference call functions in the CDT application. Requires rights for enterprise telephony functions. Rights for the video call function in the CDT application. Requires rights for enterprise telephony functions. Rights for the MTD (multiterminal desktop) function in the CDT application. Requires rights for enterprise telephony functions. Rights to use this User Administrator application (low-level administration rights). User administrators have automatically rights to modify personal and other users directory and availability information.
Conference Video MTD
User Administrator
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SETTING
DESCRIPTION
System Administration Rights to modify queues, barring groups, skills and schedules in the (limited) System Administrator application. NOTE: Users with the user administrator rights only cannot grant this right to an account. Reporting Administrator Rights to access the Reporting Administrator application for activating the data transformation processes for reporting.
NOTE:
Customized functions
Only System Administrators can edit this right.
Allows to enable customer-specific functions by entering a semi-colonseparated list of values. For advanced use only (contact the supplier for further information).
External phone settings (optional values):
SETTING MS Outlook Extension
DESCRIPTION - None => No rights for the Phone for MS Office Outlook extension application - Availability functions => Rights to use PRS profiles in the extension application - Phone and availability functions => Rights to use calling functions and PRS profiles in the extension application - Rights for the Communication Mobile Client (CMC) full mode application - Activates the CMC tab
Communication Mobile Client (CMC)
IP hardphone/third-party phone - Rights to use a hardware phone (a H323 or SIP terminal) or a separately defined external device (such as PBX) for calling functions. - These rights may be combined with directory and availability rights.
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SETTING External agent
DESCRIPTION - Allows to give rights to serve as an external agent if the rights are not given automatically - For example, the account may always serve as an external agent (the user type is None) by using the CMC application or an ordinary mobile phone - Allows to give rights for a customer-specific phone software - For advanced use only (contact the supplier for further information)
ClientCore phone
3.10.2.1. DEFINING CMC USERS

There are the following special tasks and limitations when Communication Mobile Client (CMC) rights are defined: Limitations (page 51) Selecting CMC mode (page 52) Defining CMC Lite extension number (page 52) Limitations The CMC (full) and CMC: Limited functions (Lite) modes are available for the Symbian 60 and 80 platform options only. For the UIQ platform options only the CMC (full) mode can be used, but the following functions are not available, see the CMC User Guide document for further information: Call recording service. Forwarding numbers for call diverts. Linking the availability profiles and phone profiles.
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3.10.3. AUTHENTICATION TAB
Selecting CMC mode Select the CMC (full) mode: 1. 2. 3. Select one of the CDT user types for the User type selection. Check the Communication Mobile Client (CMC) checkbox. Click the Update button.
Select the CMC Lite mode: 1. 2. 3. Make sure you enter the users mobile phone number in the Mobile field in the Info tab. Select the CMC: Limited functions (Lite) option for the User type selection. Click the Update button.
Defining CMC Lite extension number Even though the CMC Lite users do not have access to any other system functions, they must have the extension number in one of the CC applications. When a new account is made with the CMC Lite user type, the Add number dialog appears: 1. 2. 3. Enter the extension number to the Number field (if it has not been defined in the Info tab). Select the CC application. Click the OK button.
It is possible to change the application later on to any available CC application in the CMC tab, but only to one at a time. This enables that the CMC Lite user is also included in the applications reporting.
3.10.3. AUTHENTICATION TAB

You can use a client certificate for the user authentication instead of the password. For example, if the user has the SAP Single Sign-on (SSO) certificate on the workstation, the user can be recognised when the application is started and no separate login is required. Also, a separate PIN code can be defined for those applications where no other than numeric values can be entered.
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Defining client certificates 1. Using the client certificate must be enabled during installation (the parameter Verify Client Certificate (CoS) selected when Connection Server is installed with the Virtual Unit Administrator tool). If the parameter is set on later on, the Connection Server must be restarted. This step is only required when other than a commonly trusted Certification Authority (CA) is used: the trusted CA must be added to the certificate store of the server. Enter the certificate subject (the Common Name (CN) value of the certificate) in the Certificates field. Click the Update button.
2. 3. 4.
You can add more fields for certificates with the Add more button, and enter more certificates. The empty fields are deleted when the Update button is clicked. Setting PIN code: 1. 2. Select the Set PIN code checkbox Enter the code in the PIN code field.
3.10.4. LINKS TAB

You can define that the account has a specific linked role related to other accounts: An account can act as an assistant, substitute or superior for other accounts. A person account can act as a group leader to a group account.
NOTE:
Only registered accounts can be group leaders.
The linked informative roles are displayed in the Communication Desktop (CDT). This information is especially useful for switchboard operators. Note the following:
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3.10.4. LINKS TAB
There are no limits for the number of assistants, substitutes or superiors. The superior linking in this tab does not affect the supervising rights which are described in section 3.10.2. Authorization tab (page 46). The assistant and superior linking in this tab does not affect the special superior-assistant function which is described in section 3.2.4. Configuring superior-assistant function (page 16). Note the following when you are configuring a group account: A group leader can use the group leader functions in the Online Monitoring application. Group leaders can monitor only their own groups, but system and user administrators can monitor all groups. The role links of a group are not copied to its members (to the person account settings). It is recommended to use template accounts for mass update purposes as described in the section 3.2.6. Using mass update functions and templates (page 20). However, you can also use the hereditary attributes which are described in the section 3.5. Using groups view (page 37).
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Create links in the following way: 1. 2. Select the Link tab of the account to whom you want to add an assistant, substitute or superior. Click the Add link button. The Link type radio buttons appear.
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3.10.4. LINKS TAB
3.
Select an appropriate radio button
4. 5.
Select the appropriate account from the list. You can use the search function to filter the account list. Click the Cancel button to close the role list.You can also click the Close link beneath the radio buttons. If you have created a link, it remains in the list even when you close the role list. You must remove it separately by clicking the Remove button.
Adding a new link of a certain type does not remove the previous one. Remove them separately by selecting the link and clicking the Remove button. The information is displayed in the CDT application Directory view:
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If any accounts are linked together, you can see the relation (either the group account the person account belongs to, or the person accounts linked to the group account). You can also see some role information in the view which is used for linking person accounts to group accounts. See the section 3.5. Using groups view (page 37). You can also remove group members and link an individual account to a group account in the account settings. Select the Member option and click the Update button, or select a group member and click the Remove button.
Select one group account to be used as the reporting group (the Report option). Reporting groups are used for collecting data for monitoring and reporting purposes (the Online Monitoring application and the Reporting application). Each account can belong to only one reporting group.
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3.10.5. AGENT TAB
3.10.5. AGENT TAB NOTE: System administrators create and maintain queues and skills in the System Administrator application. They also create links to the CPM database and external applications. HINT: If you want to ensure that certain accounts use identical settings, use the PRS profile and CDT settings together with the mass update options. See the section 3.2.6. Using mass update functions and templates (page 20).
In this view you can manage accounts application and queue settings, define external numbers, and configure the special superior-assistant function. The tab is enabled when the account has been given the CDT: Phone user rights or some external phone rights (external agent, or MS Outlook Extension rights). Application name => Give the account the rights for the conceptual application (if you did not do it in the dialog window which appeared in the Authorization tab). Note that you must enable at least the Number field before you can click the Update button. The list displays a conceptual application only if its type is CALLCENTER. The list may display several conceptual applications of each type. Define information in this tab for only one conceptual application of each type. For example, if the extension number of the account is used in several CALLCENTER applications, the call routing does not work as intended. Number => The extension number (compulsory) (such as 5050). Usually the personal number (the OPER_DIR queue). See the section 3.1.3. Managing names and numbers (page 9). When you click the field, the application transfers the value you entered in the Info tab automatically. Normally you should not enter any other numbers into this field. You can also enable the number when you have defined the information in the Authorization tab as described in the section 3.2.1. Creating accounts (page 11). The only exception is when you want to use a template account for updating queue rights. You must use the mock extension number and define the appropriate queue rights. Select the Is operator option which appears only if you have given the template account the Contact center agent rights. See the section 3.2.6. Using mass update functions and templates (page 20).
Default queue => Enter the number of the default overflow queue, the optional accountspecific call forwarding number which is used for the personal inbound calls (the OPER_DIR
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queue) when the account is logged out or not able to answer within the timeout limit. Usually the switchboard number or a voicemail number. If you do not define this number, unanswered personal calls are not forwarded at all if other call forwarding functions are not in use. Call forwarding options in a PRS profile always override other forwarding numbers, meaning this number is ignored if the selected PRS profile defines that inbound calls are forwarded in other ways. See the Communication Desktop (CDT) User Guide document. If the SWITCHBOARD profile behaviour value is in use in a PRS profile, the calls are forwarded to this number. In this case it is recommended that this number is the company switchboard number. Forward calls to => Enter the optional account-specific call forwarding number which is used for the personal inbound calls (the OPER_DIR queue) when the account is logged out or not able to answer within the timeout limit. Usually a voicemail or mobile number. If you do not define this number, unanswered personal calls are not forwarded at all if other call forwarding functions are not in use. Call forwarding options in a PRS profile always override other forwarding numbers, meaning this number is ignored if the selected PRS profile defines that inbound calls are forwarded in other ways. See the Communication Desktop (CDT) User Guide document. This value overrides the default overflow queue. You can also enter or update this number in the Communication Desktop (CDT) application or the Personal information browser window. Ext. no. (PRS) => If the PASS function is used in the default profile, the call to a person who is not logged in is transferred to this number (and not treated as a logged out). Queue size => The number of inbound calls allowed in the OPER_DIR queue. You can also enter or update this value in the CDT application settings. 0 => A call is forwarded according to the call forwarding hierarchy (the PRS profile, the call forwarding number, or the default queue). 1 (or greater) => The maximum number of calls that can be waiting simultaneously. See the Communication Desktop (CDT) User Guide document for information about the call waiting tone (the knocking function). The attitude towards direct calls is very company-specific. In some cases employees are not allowed to take direct or personal calls during the working hours, and the length of the OPER_DIR queues must be zero. The suitable value depends on the user role. Although zero is a suitable value for contact center agents, you can use a greater value for switchboard operators. Recording => Activates the server recording function for MTD hardphone users. Ext. agent no. => The optional external call forwarding number related to the rights in the Authorization tab. Superior => If this option is selected, the special superior-assistant queue function is in use and the account acts as a superior. See the section 3.2.4. Configuring superior-assistant function (page 16). Superior queue => The optional extension number for the superiors queue which can be used for making outbound calls. See the section 3.2.4. Configuring superior-assistant function (page 16).
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3.10.5. AGENT TAB
Priority => The optional priority value for allocating queue calls for free contact center agents if the skill-based routing (SBR) is in use. See the System Administration Guide document for information on how to configure SBR. Barring group/Location => Links the account to the selected barring or location group. See the sections 3.6. Using barring groups view (page 39) and 3.7. Using location groups view (page 40).
Log out button The Log out button forces the account to log out from the selected conceptual application. Profiles button The Profiles button opens the dialog window for creating and modifying personal PRS profiles (the Personal tab) and enabling the shared user-specific PRS profiles (the Shared tab). PRS (Personal Reachability Services) profiles are related to the availability information functions (absences and presences) and to which queue groups the account is included in.The availability information functions and the step-by-step procedure for defining PRS profiles are described in the Communication Desktop (CDT) User Guide document. There can be three types of profiles: global profiles => available for all accounts, made in the System Administrator application. user specific profiles => as above, but require that they are enabled for each user or user group in the User Administrator application. personal => for the personal use only. Profiles can be used for logging into certain queues if an appropriate queue group has been configured to the system in the System Administrator application. When making such a
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profile, select the type Presence, the Continuous duration and the queue group you want to take into use:
Take the following issues into account when you create profiles: It is possible to create shared profiles only if the CPM database is defined. If an account does not have rights for the voicemail functions or the mobile number has not been defined, the CEM server automatically omits the related dynamic audio message (prompt). Make sure you understand the difference between the two call handling values: PERSONAL FORWARDING => Available for shared profiles only. It means that an account can enter or update the user-specific call forwarding number. FREE FORWARDING => The call forwarding number is profile-specific and defined in the profile settings. The presence type profiles can also have some absence-like reasons and duration values. See the System Administration Guide or Communication Desktop (CDT) User Guide document for more information on PRS profiles. Enabling user-specific profiles: 1. 2. 3. 4. Click the Profiles button. Select the Shared tab. Select the desired profile(s) by checking the checkbox, or with the buttons Select/Unselect all. Click the Update button.
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3.10.5. AGENT TAB
CDT settings button The CDT settings button opens the dialog window for configuring the user-specific Communication Desktop (CDT) settings except those that are saved directly into the database. Only the account can configure such settings in the CDT application. The settings are described in the Communication Desktop (CDT) User Guide document, except the following exceptions: Only the user administrator can define the accounts name displayed in the chat. Select Contact Center - Displayed name options, enter the name in the field, and click Save and Close buttons:
The user administrator can define the default segment which is displayed as the directory in the CDT application. The CDT user can change it later on in the CDT directory view and the setting is automatically saved to user's personal settings:
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3.10.6. QUEUES TAB NOTE: System administrators create and maintain queues and skills in the System Administrator application. They also create links to the CPM database and external applications. NOTE: External agents have rights to serve in all types of queues. For example, an account may not have rights for any actual enterprise telephony functions, but is still able to serve in queues remotely.
You can give the account rights for the queues and define whether the special force function is in use. See the section 3.1.4. Managing queue rights (page 10) for some recommendations related to the number of queues an account should have rights for. The tab has the following parts: The list of conceptual applications The list displays a conceptual application only if its type is CALLCENTER. The list may display several conceptual applications of each type. Use the advanced search functions and template accounts to manage queue rights centrally. See the sections 3.2.5. Using search functions (page 17) and 3.2.6. Using mass update functions and templates (page 20). Queues => The left-hand side checkboxes are for giving the account rights for the queues. Select the appropriate checkboxes to add the account to individual queues, or select the topmost checkbox to add the account simultaneously to all queues in the conceptual application. Slave => The right-hand side checkboxes are related to the slave function. Accounts cannot log out from so called slave queues, that is they are forced to serve in such a queue. You can select individual queues to be slave queues, or define that all queues in the conceptual application are slave queues.
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3.10.7. SKILL TAB
3.10.7. SKILL TAB NOTE: System administrators create and maintain queues and skills in the System Administrator application. They also create links to the CPM database and external applications.
You can define the skill levels for the account if the skill-based routing (SBR) is in use. Note the following: The list displays a conceptual application only if its type is CALLCENTER. See the System Administration Guide document for information on how to configure SBR. For example, it may have at least the following requirements: An IVR module for identifying the caller. A customer information database. Agents with different skill levels. The skill levels ascend from zero (no skill) to five (the highest rank).
3.10.8. CMC TAB

This tab is enabled only if you have given the account the CMC rights, either the CMC: Limited functions (Lite) option for the User type, or the Communication Mobile Client (CMC) option selected for the External phone settings, as described in the section 3.10.2. Authorization tab (page 46). The options available in this tab depend on the CMC mode selected for the account, and the platform option in use: All settings are available only for the CMC (full) mode. For the Lite mode, only the following settings are enabled: user right settings for Recording, Call routing service and Source number masking, Application, Forwarding numbers for call diverting and Profiles.
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For the UIQ platform option clients, only the following settings are in use: user right settings for Call routing service and Source number masking, and Application. Access to other settings is not disabled but they have no effect.
The settings marked with an asterisk (*) can also be edited in the user settings, if the Can edit personal settings option is selected. Settings for user rights => This selection enables some services. Configure the service, see the Installation guide, and activate it either here below, or in the CMC application settings (in the full mode only and when the Can edit personal settings option is selected). Recording => Enables recording calls to the users voicemail box. Call routing service => Enables using call routing services. Calendar integration* => Selection integrates the phone device calendar and CMC application so that when a calendar entry is made, the application suggests creating an availability information entry as well. By default the option is not selected. Source number masking => Enables using a source number different from the callers mobile number. Can edit personal settings => Enables the user to edit the Calls, Profiles and Miscellaneous tabs in user settings in the CMC application, see the settings marked with an asterisk (*). The user can always edit the settings in the Connection and Logs tabs. By default the option is not selected. Application => The conceptual application the account is connected to. Virtual phone start-up => Sets the start-up method of the CMC virtual phone. Manual => The application must be set to on-line mode manually. The default value. Automatic => The application is set to on-line mode automatically after start-up. Ask for confirmation => The application asks for confirmation before it is set to on-line mode. Active call service* => Sets the active call service in the CMC application. None => No call service is in use. The default value. Call routing => Activates the Call routing service, where the call is routed as defined in the call routing table. For example, the call table can define the least expensive route to reduce roaming costs.
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3.10.8. CMC TAB
Source number masking => Activates the Source number masking service where the recipient cannot see the callers mobile phones number but, for example, the switchboard number or the callers extension number. Max contacts per page =>Selects the maximum number of contacts displayed on a page between 200 and 800 in steps of 100. The default value is 200. Call prefix* => Select the checkbox if the automatic prefix is to be added to the numbers called, and enter the prefix. Block inbound calls during absence* => Selection blocks the inbound calls when an absence profile is active. By default the option is not selected. Auto-start* => When selected, the CMC application starts automatically when the device is turned on, and five minutes after the application has been turned off. By default the option is not selected. Set IAP at start-up* => Select the checkbox if you want the user to define the server connection to be used when the application is started. By default the option is not selected. Set IAP after failure* => Select the checkbox if you want the user to define the server connection to be used after a failure. By default the option is not selected. Forwarding numbers for call divert => Replaces the settings made in the phone device when the CMC application is started. Divert (busy) => Enter the number to which the call is transferred if the line is busy. Divert (out of reach) => Enter the number to which the call is transferred when the phone is out of reach. Divert (no answer) => Enter the number to which the call is transferred if it is not answered in the set delay time. Delay => Select the delay time for the no answer option above. To remove the existing call divert numbers from the system, write the - (minus) character to the specific divert number field. The divert will be removed and the word Cancelled is displayed in the divert number field.
NOTE: Enter the divert numbers in the international format. Alternatively internal extension numbers can be used if the PRSOutPrefixes and PRSInternalNumberLen parameters are properly configured in the System Administrator application, so that the country code is included in the PRSOutPrefixes value.
Profiles (PRS and phone device) => If these options are set, the software PRS profiles and the phone device profiles are linked. Select each of the phone profiles General, Silent or Meeting to be the default, presence and absence type profiles. By default the options are not set. In the CMC (full) mode this means that when the PRS profile of a certain type (default, absence or presence) is selected in the CMC or CDT application, the phone profile is changed accordingly. For example:
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In the CMC Lite mode this means that the user can change the availability information visible in the system by selecting the corresponding phone profile. For example:
To enable linking between CMC Lite availability profiles and phone device profiles the following rules must be followed when creating CMC Lite availability profiles: Profiles can only be made in the System Administrator application. Use the following settings: Type => Select the PRESENCE or ABSENCE option Duration => Select (Continuous). Profile behaviour => Do not select the Mobile option, any other option may be used. Set other options according to your needs, for example name the profile to Silent (CMC Lite) and availability to be AWAY. VoIP settings Register SIP profile autom. => Select the checkbox if the application can register automatically when it is in the range of associated WLAN. Otherwise the registration is handled according to the phone devices settings. By default the option is not selected. Select call type Manual => Users select manually if they want to use VoIP for calls. Automatic => The application uses VoIP for calls whenever possible. Ask for confirmation => The application uses VoIP whenever possible but asks for confirmation before starting a call. Updating CMC administrative settings The following table lists the administrative settings, where to configure them and how the new values are applied. SETTING => Name of the setting in the user interface CONFIGURED IN => The user interface where the value can be changed. The settings marked with an asterisk (*) can also be edited in the user settings of the CMC (full mode) application, if the Can edit personal settings option is selected. VALUES UPDATED AFTER => The changed setting value is applied after. UPDATE => Automatic or manual Settings update updates the values. LOGIN => Login updates the values, for example when the Mobile number is changed. RESTART => Restarting the application updates the values. SETTING Active call service CONFIGURED IN User Administrator* VALUES UPDATED AFTER UPDATE x LOGIN x RESTART x
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SETTING Automatic SIP profile registration Auto-start Block inbound calls during absence Calendar integration Call prefix Call prefix in use Call type selection Call routing service enabled for user Can editing personal settings CEM host CEM port Divert delay Emergency numbers Forwarding numbers for call divert Internal number length Internal number prefix Max contacts on page MCB hosts Operator GSM number Operator ID Operator number Profiles (PRS and phone device) Queues enabled Recording enabled for user/service number Set IAP at start-up Set IAP after failure
CONFIGURED IN User Administrator* User Administrator* User Administrator* User Administrator* User Administrator* User Administrator* User Administrator* User Administrator User Administrator user settings user settings User Administrator System Administrator User Administrator System Administrator System Administrator User Administrator System Administrator User Administrator user settings User Administrator User Administrator User Administrator System Administrator/ User Administrator User Administrator* User Administrator*
VALUES UPDATED AFTER UPDATE x x x x x x x x LOGIN x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x RESTART x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x
Source number masking service enabled for User Administrator user Source number masking service number CMC mode Virtual phone start-up System Administrator User Administrator User Administrator
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3.10.9. VOICEMAIL TAB NOTE: System administrators define whether it is possible to change the message length, message quota and SMS notification settings for individual users in this application. They may also define basic values for these settings. See the voicemail parameter descriptions in the System Administration Guide document.
Managing voicemail settings. The actual functions are described in the Communication Desktop (CDT) User Guide document. The tab has the following parts: Number => The voicemail box extension number (compulsory) (such as 4050). See the section 3.1.3. Managing names and numbers (page 9). E-mail address => An optional e-mail address for notifications (such as john.smith@company.com). When you click the field, the application transfers a value to the field automatically. The value is the e-mail address that you entered in the Info tab. See the section 3.1.3. Managing names and numbers (page 9). Enable e-mail => If this option is selected, the account receives a copy of a new voicemail message by e-mail. See the Communication Desktop (CDT) User Guide document. Exchange integ. => If this option is selected, the customized Microsoft Exchange Server integration is in use. The Enable e-mail option must be selected as well. This is a special function for advanced use only. Contact the supplier for further information. SMS number => An optional mobile telephone number for notifications (such as +358123456789). When you click the field, the application transfers a value to the field automatically. The value is the mobile number that you entered in the Info tab. See the section 3.1.3. Managing names and numbers (page 9). Enable SMS => If this option is selected, the account receives an SMS notification for a new voicemail message. See the Communication Desktop (CDT) User Guide document. SMS notification from all => If this option is selected, the account receives an SMS notification for all new voicemail messages. Otherwise users receive a notification only for the first new voicemail message. Call-back activated => If this option is selected, the account receives a new voicemail message by phone. Use the following options to configure the function: Call-back number => The number for receiving the voicemail message. Retries => The number of attempts to call the call-back number if the first call is not answered. Retry interval => The interval between the attempts. Other destination => An optional forwarding number which is used if a caller presses the 5 key when listening the voicemail greeting. The key must be pressed within 30 seconds if the caller wants to be forwarded to this number instead of leaving a voicemail message. Call-back confirmation => If this option is selected, the account must confirm a received message (by pressing the 1 key) or skip the confirmation (by pressing the 0 key).
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3.10.10. MONITORING TAB
Message length => Defines the default maximum length of a message that a caller leaves to a message inbox. Message quota => Defines the default maximum number of messages saved and displayed in the message inbox. Enabled voicemail queues => The list of queues which have been defined to have a queuespecific voicemail number. See the section 3.2.3. Creating queue voicemail numbers (page 16).
3.10.10. MONITORING TAB

You can give the account monitoring rights for the entire conceptual applications or specific queues. The actual monitoring functions are described in the Online Monitoring User Guide document.
NOTE:
Displaying certain items in Online Monitoring are prevented by default by the protection parameters set in the System Administrator.
1. 2. 3. 4.
Select the application you want to give monitoring rights for. Click the Update button to display the queues list. Select ALL QUEUES or the desired queue(s) by checking the checkbox. Click the Update button.
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3.10.11. CPM TAB NOTE: System administrators create and maintain queues and skills in the System Administrator application. They also create links to the CPM database and external applications.
You can give the account rights for the CPM database and the related applications. The actual management issues are described in the CPM Administration Guide document. The following options are available: Administration (full control) => Rights to manage all CPM settings (including segments and outbound campaigns). See the CPM Administration Guide document. Administration (Outbound Desktop) => Rights to manage outbound campaigns. See the CPM Administration Guide and Outbound Desktop (OB Desktop) User Guide documents. Administration (segments) => Rights to manage segments. See the CPM Administration Guide document. Outbound Desktop => Rights for this application. See Outbound Desktop User Guide document. Outbound Monitoring and Reporting => Rights for this application. See the Outbound Reporting and Monitoring User Guide document. Communication Task Management (CTM) => Rights for this application. See the Communication Task Management User Guide document. Communication Task Management (CTM) Backoffice => Rights for remote task management. Select this option only if a login is required when users enter the remote task management application. See the CPM Administration Guide and Communication Task Management User Guide documents.
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3.10.12. EXTERNAL APP. TAB
3.10.12. EXTERNAL APP. TAB NOTE: System administrators create and maintain queues and skills in the System Administrator application. They also create links to the CPM database and external applications.
You can enable links to external applications. These links are displayed in the File menu in the Communication Desktop (CDT) application. System administrators may define that the name displayed in this tab and in the CDT application can be different. See the System Administration Guide document.
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4. GLOSSARY
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4. GLOSSARY
ABBREVIATION (TERM) 3G (third generation) DESCRIPTION OR SYNONYM A level of development related to wireless technologies. The preceding levels were 1G (included analog standards such as FDMA and NMT), 2G (included digital standards such as CDMA and GSM), and 2.5G (included the packet-based GPRS standard). The 3G standards include UMTS (based on GSM) and WCDMA (based on CDMA). The number where the call or message comes from (the callers number or the source number). A status in the PRS system when a user is away or not available and cannot be reached. A service that transfers user accounts from Active Directory to the CEM database. A user who handles queue calls and interacts with customers. Usually related to contact centers. One of the databases in the Reporting system, works as an access point for operative SQL databases and controls the DTE job. An enterprise that provides other enterprises or individuals remote access to application programs and services over the Internet. A call is transferred to another number only after the person it is transferred to answers the phone. The call is put on hold automatically, and you can release it and continue if the other party does not answer. Compare to the blind transfer method. The call queue mode where you automatically get the next inbound call from the queues in which you are currently serving as an agent. The call is offered to one agent at a time. Compare to the hunt group mode. Indicates whether a user is absent or present. Related to PRS profiles. The target of the call or message (the destination number). A call is transferred to another number without you knowing whether the other party answers or not. Compare to the attended transfer method. A core module for connecting the registered terminal devices and the gateways to the CD core module. The target of the call which is forwarded from the B number. Defines the contents of the outbound call set (such as the customers, scripts and special rules) in the Outbound Desktop application. The core module for low-level call handling. An end user application for enterprise telephony systems and contact center operations.
A number Absence ADS (Active Director Synchronizer) Agent APO (Access Point) ASP (application service provider) Attended transfer
Auto-allocation mode
Availability information B number Blind transfer
Bridge (H.323 or SIP) C number Campaign
CD (Call Dispatcher) CDT (Communication Desktop)
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4. GLOSSARY
ABBREVIATION (TERM) CEM (Contact Event Manager) CEM database Chat, chatting Chat Server, Chat Portal Server ClientCom CMC (Communication Mobile Client) Codec (coder/decoder) Company Connection Server (CoS)
DESCRIPTION OR SYNONYM The core module for top-level call handling. The system database for call handling. Real-time communication between users using computing devices. Server components that must be installed in the system if the chat channel is used. The communication interface between the client-level applications. An end user application for mobile phone users. A module which combines analog-to-digital and digital-to-analog conversion. An external customer or an internal employer in the CPM database. Contacts are always linked to one or more companies. A mandatory server component that carries out communication to the end-user interfaces CDT and CMC via a TLS-secured connection. An external customer or an internal employee in the CPM database. When internal user accounts are transferred from the CEM database to the CPM database, they are interpreted as contacts. Contacts are always linked to one or more companies. The system database for managing customer information and activities (such as tasks). An administration application related to the CPM database and predefined outbound call campaigns. An extension application which makes it possible to use some telephony and availability functions in the MS Office Outlook application.
Contact
CPM (Contact Process Manager) database CPM Administrator CT Outlook (Communication Toolbar for MS Outlook)
CTM (Communication Task Management) An end user application related to task management. It is also used for creating and maintaining customer data and personal segments. Customer Customizer, customizing file Data Collector DB, db (database) Dialer Directory In the CPM database: an external company or contact. In the ASP system model: a separate subsystem. A text file in the CEM server which contains dedicated customerspecific values. A server component that collects reporting and monitoring data. Required if Reporting or Online Monitoring applications are used. A collection of information which is organized by using predefined rules. A module that controls the outbound call sequence, timing and agent assignment in the Outbound Desktop application. Either a CEM directory defined in the System Administrator application, or a segment which is displayed as a contact directory in the Communication Desktop (CDT) application.
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4. GLOSSARY
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ABBREVIATION (TERM) DSArea (Data Staging Area) DTE (Data Transformation Engineer) DTMF (dual tone multi-frequency) DW (Data warehouse) E-mail channel External agent ETC (External Terminal Controller)
DESCRIPTION OR SYNONYM One of the databases in the DTE. Related to the Reporting application. A tool that runs the transformation process in the Reporting application. The signals you generate by pressing the keypad of a traditional phone. Information organised in datamarts for effective on-line search. Related to the Reporting application. The queue type which is used for receiving and handling e-mail messages. A user who is logged into the software from an external number (mobile or fixed). External agents serve in queues remotely. A core module that translates the protocol used with desk phones into a protocol used with softphones. This enables that certain CDT functions such as PRS can be used with the desk phones as well. A core module for interconnecting several BCM systems. Used in ASP systems. A core module for registering the terminal devices to the CD core module. The graphical interface for human-computer interaction (HCI). GUIs make it easier to use the software applications compared to command-based interfaces. An external module for connecting the system to an external network (usually to the PSTN network). A standard protocol for audio, video, data, internet phone, and VoIP transmissions. A system or module which is operational also when uncontrolled interruptions occur. An infrastructure application that ensures one of the redundant virtual unit instances is running all the time. Database for saving data for Reporting and Online Monitoring applications. It is installed automatically when the CEM Database or Reporting Database is installed. The call queue mode where you can pick an inbound call from the queues in which you are currently serving at as an agent. The call is offered simultaneously to all agents who are logged into the queue. Compare to auto-allocation mode. An administration application for creating the system model, and starting and stopping all components of the system. The connection server through which the CMC application connects to the internet.
FBR (Federation Bridge) GK (gatekeeper) (H.323 or SIP) GUI (graphical user interface)
GW (gateway) (H.323 or SIP) H.323, H323 HA (high availability) HAC (High-Availability Controller) History Database
Hunt group mode
IA (Infrastructure Administrator) IAP (Internet Access Point)
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4. GLOSSARY
ABBREVIATION (TERM) IIS (Internet Information Server) IM (instant message) Inbound Internal Web Services (IWS) IP (Internet Protocol) IP phone IVR (Interactive Voice Response)
DESCRIPTION OR SYNONYM A Microsoft server product which is used for various web-related tasks, such as managing services and sharing information. A short messages sent and delivered using the Communication Desktop (CDT) application internally in a BCM system. Incoming (contact events). A core server component required for the communication process. The method and technology for sending data between computers on the Internet. A telephone based on IP technology. A system which supports interaction between the caller and the system. For example, the caller may hear a prerecorded prompt which instructs them to enter data with the phone keypad. A group of computing devices which are used over a shared data line within a limited geographical area. The core module required for ClientCom integrations and the task management integration. This ActiveX component is installed on a client workstation. A cellular telephone. The core module for playing prompt files. It also converts the RTP stream into a WAV file when a caller leaves a voicemail message. The file format for Microsoft Windows Installer packages. Functions for defining multiple terminal devices for receiving inbound calls, and for selecting which one of the devices is used when making outbound calls. Used in the Communication Desktop (CDT) application. An IP address used in one network (the inside network) is translated to a different IP address known in another network (the outside network). Often involves address mapping and firewall configuration to improve security. An end user application related to predefined outbound call campaigns. On-line analytical processing. Related to the Reporting application. The default queue for passing personal inbound calls within the BCM system Outgoing (contact events). A traditional corporate telephone system which usually includes switchboard hardware. A CEM module which runs the outbound campaigns. Used in the Outbound Desktop application. An external individual in the CPM database. Persons are not connected to companies and are usually private persons.
LAN (local area network) MCTABUFF
Mobile phone MRS (Media Routing Server) MSI MTD (Multiterminal Desktop)
NAT (Network Address Translation)
OB Desktop (Outbound Desktop) OLAP OPER_DIR Outbound PBX (private branch exchange) PDC (Predictive Dialing Controller) Person
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ABBREVIATION (TERM) POP (point-of-presence) Presence Prompt PRS (Personal Reachability Services)
DESCRIPTION OR SYNONYM An internet access point which has a unique IP address and provides access to the rest of the Internet. A status in the PRS system when a user is free and can be reached. An audio message file in the WAV format. Functions related to the availability information. The selected PRS profile tells other users if you are available or not. Used in the Communication Desktop (CDT) application and Communication Mobile Client (CMC) application. An absence, presence or conference profile which defines how inbound calls are handled when an appropriate profile is selected. The collection of interconnected public telephone networks and systems. The rules for offering calls to the agents who are serving in the queues in the auto-allocation mode. The term used for the original external source number (the A number) in the following special case: the system is configured to display the original number even if the call has been forwarded within the system before it is finally forwarded to another external number. Normally the system displays the personal extension number or the queue number as the source number. An application using data warehouse technology for effective reporting. Database for saving data for Reporting application. A standard protocol for audio, video, data, internet phone, and VoIP transmissions. A queue routing method in the software. The software offers calls to the agents who are most suited to take the call. A target group which is created in the CPM database and displayed as a directory in the CDT or CMC application. It contains persons, contacts, and companies. Segments may be company-wide (created in the CPM Administrator application) or personal (created in the CDT or CTM application). A standard protocol for audio, video, data, internet phone, and VoIP transmissions. The method for delivering short messages to mobile phones. The method which allows an exchange of data between applications running on different platforms. A programming language used for database queries and updates. May also refer to a database server or program. Configuration that uses encryption in the RTP signaling.
PRS profile PSTN (public switched telephone network) Queue routing R number
Reporting Reporting Database RTP (Real-time Transport Protocol) SBR (skill-based routing) Segment
SIP (Session Initiation Protocol) SMS (short message service) SOAP (Simple Object Access Protocol) SQL (Structured Query Language) SRTP (Secure RTP)
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4. GLOSSARY
ABBREVIATION (TERM) SSR (Server-side Recording)
DESCRIPTION OR SYNONYM Configuration where the recorded files are saved on the server, instead of the client workstation. Enables that recording can be used for desk phones as well. A role related to special queue functions. Traditionally hardware (a telephone routing table) for routing and connecting calls to other users. An administration application related to the system data and configuration. A programming interface which allows you to make telephone and video calls using computers. A method and language for sending data between computers on the Internet. The core module required for the phone functions in the Communication Desktop (CDT) application. This ActiveX component is installed on a client workstation. An administration application where user accounts and their rights are created and maintained. The standard time system used in the software. Times in different time zones are calculated in relation to the UTC time. A group of computing devices which are used over a wireless link within a limited geographical area. Traditionally a telephone answering service where callers can leave messages into a voicemail box. Also an application in the BCM system. A method for transferring voice signal over the Internet. A method for offering remote users secure access to a network. A group of technical services that are managed as a single unit. Related to the system infrastructure. BCM software is installed in the virtual units that have redundant instances on two or more physical computers. HAC controls that one of the instances is active at a time.
Superior-assistant Switchboard System Administrator TAPI (Telephony Application Programming Interface) TCP/IP (Transmission Control Protocol/ Internet Protocol) Terminal
User Administrator UTC (Coordinated Universal Time) WLAN (wireless local area network) Voicemail
VoIP (Voice over internet protocol) VPN (virtual private network) VU (virtual unit)
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User Admin Guide

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BUSINESS COMMUNICATIONS MANAGER USER ADMINISTRATOR

Copyright 2009 SAP AG. All rights reserved.

MARKING Italic Italic

Italic Italic Courier font Bold Bold italic

CAUTION: NOTE: HINT:

This is an important caution.

This is a necessary note. This is a helpful hint.

2.1. MENU BAR

2.4. STATUS BAR

3.1. UNDERSTANDING BASIC MANAGEMENT ISSUES

3.1.4. MANAGING QUEUE RIGHTS

3.1.5. SELECTING CALL FORWARDING OPTIONS

3.2. USING GENERAL FUNCTIONS

3.2.1.1. CREATING ANONYMOUS USERS

3.2.2. CREATING PERSONAL VOICEMAIL NUMBERS

3.2.3. CREATING QUEUE VOICEMAIL NUMBERS

3.2.4. CONFIGURING SUPERIOR-ASSISTANT FUNCTION NOTE:

3.2.5. USING SEARCH FUNCTIONS

Enter an optional group account name.

3.2.6.2. DELETING SELECTED ACCOUNT PROPERTIES

3.2.7. VIEWING, SAVING AND PRINTING ACCOUNT LIST REPORTS

Click the Exit button.

3.2.10. CREATING MULTIPLE VOICEMAIL NUMBERS (VOICEMAIL WIZARD)

Check the report for errors. Click the Exit button.

3.3. USING CONSOLE VIEW

3.3.1. CONSOLE TAB

3.3.2. QUEUES TAB

3.3.3. AD HOC SCHED. TAB

3.4. USING COMPANY VIEW

3.5. USING GROUPS VIEW

3.6. USING BARRING GROUPS VIEW

3.7. USING LOCATION GROUPS VIEW

3.8. USING BANDWIDTH GROUPS VIEW

Each account can belong to one bandwidth group only.

3.8.1. MANAGING BANDWIDTH GROUPS

3.9. USING NAT LOCATION VIEW

3.10. USING ACCOUNT VIEW

3.10.1. INFO TAB

A view in the Communication Desktop (CDT) application:

User type settings

USER TYPE None CMC: Limited functions (Lite)

RIGHTS TO SERVE IN QUEUES No rights No rights

Additional settings (optional values)

Conference Video MTD

Only System Administrators can edit this right.

External phone settings (optional values):

SETTING MS Outlook Extension

Communication Mobile Client (CMC)

SETTING External agent

3.10.2.1. DEFINING CMC USERS

3.10.3. AUTHENTICATION TAB

3.10.4. LINKS TAB

Only registered accounts can be group leaders.

Select an appropriate radio button

3.10.8. CMC TAB

VALUES UPDATED AFTER UPDATE x x x x x x x x LOGIN x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x RESTART x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x

3.10.10. MONITORING TAB

Availability information B number Blind transfer

Bridge (H.323 or SIP) C number Campaign

CD (Call Dispatcher) CDT (Communication Desktop)

Hunt group mode

IA (Infrastructure Administrator) IAP (Internet Access Point)

LAN (local area network) MCTABUFF