What's New
Contact Center Express 2.1
Application Management Service
The management and monitoring
of all Contact Center Express media stores, License Directors and Media
Directors is now accomplished by the
Application Management Service.
This service consists of two components: Application Management
Director, which gathers server status and health information, and
Application Management Console, which connects to the Application
Management Director to display that information. Using the snap-in, a
user can also change server configuration and operation information.
MSN Instant Message Gateway
MSN Instant Message Gateway
interacts with the Simple Messaging Media Store to give customers who
enjoy using MSN Messenger the ability to interact with call-centre
agents. By using your existing computer telephony environment, The
gateway allows you to blend MSN instant messages with inbound telephone
calls. MSN Messenger users can enjoy the benefits of priority queuing
and distribution to agents with relevant skills and knowledge.
SOAP Plug-in released
The SOAP Plug-in is a simple plug-in that uses
Microsoft's Simple Object Access Protocol (SOAP) to give Contact Center
Express server applications access to any web or SOAP service on the
internet. This is achieved without the need for new development on the
server.
Script Host Plug-in
The Script Host Plug-in is a simple
plug-in that takes advantage of scripting engines developed by Microsoft
and others, to allow simple scripts written in VB Script or Java Script
to be executed and provide services to the Contact Center Express suite.
Phonebook Plug-in
Phonebook Plug-in allows you to integrate
Agent with the Contact Database. Without changing Agent's code, users
can search a database phonebook for a contact or group of contacts based
on first or last name, dial a number and transfer or conference the
active call. The application is available in all 11 of Contact Centre
Express' supported languages.
MS CRM Connector
MS CRM Connector is a telephony plug-in for Microsofts's browser-based customer relationship management application,
MS CRM. It allows office workers to call people in their Contacts and
Accounts lists and view contact screen-pops with inbound calls.
Suite compatible with Application Enablement Services
Contact Center Express 2.1 is fully compliant with Avaya's
Application Enablement Services (AE Services) software. Contact Center
Express already runs with CentreVu CT, Release 3.3, 9.1, 9.5 and 10.1,
as well as Avaya CT, Release 11.1 (with Service Pack 3) and Avaya CT
1.2.
All references to the Telephony Server refer to the machine running
CentreVu CT, Avaya CT or AE Services.
Media Client offers spell check functionality
Media Client now allows
agents to easily spell check emails they are sending in response to an
email work item. Emails can be spelled checked within Media Client using
the language dictionary the agent chooses.
Media Client offers new email send option
In addition to the button
on Media Client's interface that allows users to send an email reply and
close the work item, a new button now gives users the option of sending
a reply and returning to the original email work item.
Agent supports Spanish (Colombian)
You can now run Agent in Spanish
(Columbian). This language joins the previously supported Spanish
(Castilian), English, French, German, Portuguese (Brazilian), Japanese,
Korean, Russian, Chinese (Simplified) and Chinese (Traditional).
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