What's New
Contact Center Express 3.0
Contact Center Express Desktop released
Contact Center Express Desktop replaces Media Client as the suite's
flagship desktop application for presenting multimedia work items to
agents. Contact Center Express Desktop uses plug-in architecture to give
agents everything they need in one screen. They can reply to work items
from customers who make contact via web chat, instant messaging, simple
messaging service (SMS), email or telephone. Without leaving their
screen they can search a directory for a phone number or email address,
record customer notes, insert auto text, spell check their work or print
work items. Contact Center Express Desktop also gives agents access to
external applications like Internet Explorer so they don't have to
minimize their work screen. Contact Center Express Desktop also
integrates with Avaya iClarity, giving agents VOIP functionality from
their desktop.
Contact Center Express Desktop interacts with Media Director, Media Proxy, several media stores and media gateways. It comes in English, French, German, Portuguese (Brazilian), Spanish (Castilian), Spanish (Colombian), Japanese, Korean, Russian, Chinese (Simplified) and Chinese (Traditional).
AOL Instant Messenger Gateway released
AOL Instant Messenger Gateway joins the multimedia suite to give customers who use AOL Instant Messenger the ability to interact with call center agents. The gateway allows you to blend AOL instant messages with inbound telephone calls. AOL Instant Messenger work items are delivered to agents via Contact Center Express Desktop.
Short Message Service Gateway released
Short Message Service (SMS) Gateway joins the multimedia suits to give customers the ability to communicate with your call center using their mobile phone. Mobile users enjoy the benefits of priority queuing and distribution to agents with relevant skills and knowledge. Short Message Service work items are delivered to agents via Contact Center Express Desktop.
Contact Center Express Reporting released
Contact Center Express Reporting is a reporting tool that allows you to visually record the computer telephony activity of your Contact Center Express environment. The tool displays data retrieved from Interaction Data Server - View. The user can choose to display that information (e.g. agent state, device state, VDN state, queue state, as well as agent and customer history) in either grid format or report layout.
Interaction Data Service expanded
With 3.0, the Interaction Data Service has been expanded to include:
Interaction Data Server - Voice and Presence (the original server shipped with previous versions of Contact Center Express. The server that stores information about Contact Center Express voice applications)
Interaction Data Server - Multimedia (a new server that stores data about Contact Center Express multimedia applications)
Interaction Data Server - View (a new server that pools the data from the Voice and Presence and Multimedia servers and makes that data available to other applications for reporting purposes).
Contact Center Express Control Panel replaces Application Management Console
The GUI interface of Application Management Console has been revamped for release 3.0. Now built using .Net Framework and a plug-in architecture, its look and feel is a lot more user friendly. The console, which connects to Application Management Director, also connects to a database management tool that allows administrators to easily update and maintain multimedia databases. The new Application Management Console has been renamed Contact Center Express Control Panel.
New features with MS CRM Connector
MS CRM Connector 3.0 includes two configuration parameters that make it easier for users to customize how the application behaves when incoming calls are received. Contact Center Express 3.0 also includes a new Advanced MS CRM Connector, which integrates with Contact Center Express Desktop. Full instructions on its use are included in a Readme file with the application, which is installed in the DVD's Utilities folder.
Agent supports iClarity
With 3.0 you can use iClarity as an extension for the Agent desktop application. This gives Agent VOIP functionality, allowing agents to receive and manage phone calls via their personal computer rather than their physical telephone.
Call Routing Server no longer requires licensing
Call Routing Server no longer requires its own run-time licenses to run. Prior to release 3.0, the server required a run-time license for every VDN it was configured to monitor.
One database for all three media stores
For simplicity and consistency, Contact Center Express 3.0 introduces only one database for all media stores. Previously there was one database per media store.
SQL Server 2005 Express now shipped free with Contact Center Express
SQL Server 2005 Express, the truncated version of Microsoft's latest SQL Server 2005, is now distributed on the Contact Center Express CD. It replaces the former free database application, Microsoft Data Engine (MSDE) 2000.
Database Administrator dropped
Contact Center Express 3.0 (and subsequent releases) will no longer include Database Administrator, a graphical user interface that allowed you to backup, restore and delete Contact Center Express databases. From now on, users of SQL Server 2005 Express (Microsoft's latest truncated version of SQL Server) are required to download Microsoft's GUI management tool called SQL Server Management Studio Express.
Suite compatible with Application Enablement Services 3.1
Contact Center Express 3.0 is fully compliant with Avaya's latest release of Application Enablement Services, version 3.1. Contact Center Express already runs with 3.0.
Media Proxy now runs as a Windows service
With release 3.0, Media Proxy, which acts as a bridge component between the Media Director and any number of client applications, will no longer run as a Windows application. Instead it will run as a Windows service. Its functionality remains the same.
Software License agreement added to product installs
To install any Contact Center Express application, users must now read and accept the conditions of the Avaya Software License agreement.
Server managers dropped from suite
Manager applications used to start and stop Contact Center Express servers are no longer distributed with the Contact Center Express CD. From now on, users will be required to use Windows Services to start and stop Contact Center Express servers.
Support for Windows NT 4.0 dropped
Avaya Contact Center Express no longer supports Microsoft Windows NT 4.0 server and desktop.
Attendant and Assistant dropped
Contact Center Express 3.0 (and subsequent releases) will not include the Attendant and Assistant desktop applications.
Preview Contact Media Store Management dropped
The Preview Contact Media Store Management tool distributed with Contact Center Express 2.1 has been dropped. Its functionality (which allows you to create, change and delete information stored in the Preview Contact database) is now part of Contact Center Express Control Panel.
Interaction Data Client to be dropped with next release
The next release of Contact Center Express (Version 3.1) will not include Interaction Data Client. Its functionality will be replaced by Interaction Data Server - View and Interaction Data Server - View Client.
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