What's New
Contact Center Express 3.0.2
ASContact database replaces the previous ActiveContact database
ASContact database is Contact Center Express' new repository for all contact
information,replacing the previous ActiveContact database. Contact Center Express
uses ASContact to identify people (with or without the help of an operator), and
assign what permissions and priorities they may have.For example,you can automatically
permit a sender of an incoming email to use a particular program,and assign a preferred
agent and upgraded queue priority if called for. Contact Center Express refers to ASContact
for all its contact-focussed activities.
Contact Center Express Desktop now includes the following seven new plug-ins:
1.Contact Management.This plug-in allows the agent to add, change and
delete a contact's information via Contact Center Express Desktop's directory. It also allows an administrator
to customize some of the field names in a contact's record.
2.Custom Buttons.This plug-in allows an administrator to create buttons on the user
interface that the agent can click to perform certain actions. It works in conjunction with Rules Plug-in.
After a custom button is clicked, the event associated with that button is fired, triggering any rule set up
for it within the Rules Window.
3.Customized Forms.This plug-in allows an administrator to add one or more additional
work forms to multimedia work items. These work forms, which are accessed via additional tabs on the side of a
work item, are created via Contact Center Express Control Panel.
4.Enhanced Dial.This plug-in allows an administrator to include user-to-user information,
which follows a customized format, with a new outbound call, transferred call or conferenced call.
5.Python Breakout.This plug-in allows a developer to invoke IronPython scripts when
Contact Center Express Desktop events are triggered.
6.Quick Dial.This plug-in allows the agent to create buttons on the user interface
that can be quickly clicked when they want to call someone they talk to regularly. It saves them from typing
in the number or searching the directory.
7.Time In Aux Display.This plug-in adds a time counter to Contact Center Express
Desktop's status bar that displays how long the agent spends in any of the three work modes: Auxiliary, Available
and After Call Work.
More configuration options available via Contact Center Express Desktop interface,
The Options dialog box now allows you to configure the application's directory, Interaction
Data Server - View Client, as well as several of the new plug-ins.
History Window now shows the agent more
Contact Center Express Desktop's History Window now contains two tabs: the Customer History tab,
which displays the conversation and interaction history of the customer you are currently dealing with, and the
Agent History tab,which displays a list of work items that you (or another agent you specify) have previously
worked on.
Contact Center Express Desktop directory enhanced
Contact Center Express Desktop's directory now allows the agent to add, change and delete
contacts in the ASContact database.
Wallboard enhanced
The wallboard integrated with Contact Center Express Desktop now gives you the option to
display an agent on startup, even if the agent is logged out.
Work code and AutoText values now visible to the agent from the menu bar,
Agents assigning a work code to work items or inserting AutoText into work items can now
preview the code or text value by hovering their mouse over the menu item key.
User Plug-in enhanced
Several more features have been built into the User Plug-in. You can now:
-prevent the user from using the ACW button more than once after a call
(and thereby extending the length of time they can spend in After Call Work mode)
-prevent the user from changing the reason code they selected when moving into Auxiliary mode
-allow the user to select between Auto-In and Manual-In when they change to Available mode
-force the user to select a reason code when changing to Auxiliary mode
-force the user to select a reason code from a drop-down list when logging out.
Contact Center Express Control Panel
The latest version of Contact Center Express Control Panel allows you to:
-add, change and delete contacts and contact groups in the ASContact database
-assign permissions to contact and contact groups in the ASContact database
-create and configure column display lists in the ASContact database
-configure a for any of the Contact Center Express gateways
-select an ASContact database for any of the Contact Center Express media stores
-add one or more additional work forms to any type of multimedia work item
(previously you could only do this to Preview Contact work items)
-insert a pre-defined variable into AutoText values. As a user makes a selection
from the AutoText menu within Contact Center Express Desktop, AutoText Plug-in will scan the selected
value for variables that need replacing. Where these are found, the appropriate text will be inserted
into the value before it is inserted into the destination.
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