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Contact Center Express 3.0.3

Contact Center Express 3.0.2

Contact Center Express 3.0.1

Contact Center Express 3.0

Contact Center Express 2.1.1

Contact Center Express 2.1

What's New in Contact Center Express

This Readme file applies to Release 3.0.3 of Avaya Contact Center Express.

For the latest information on Contact Center Express issues, refer to the Contact Center Express Knowledge Base , and a 3.0.3 Knowledge Transfer is available for download from here.

NEW FEATURES IN CONTACT CENTER EXPRESS RELEASE 3.0.3

Contact Center Express Desktop has now been upgraded.

1. Email handling has been enhanced:

• An enhanced HTML editor that enables rich text formatting.

• The ability to save emails. This is disabled by default, but can be simply enabled via the Control Panel.

• There is now advanced template functionality that allows for predetermined subject line, body content and attachments. What’s more, these templates can be defined per queue.

2. Email Mediastore has two usability enhancements:

• The ability to use variables in signatures to automatically insert the Agent ID and Agent Name as defined in Communication Manager.

• Support for both HTML and plain text footer files. These are set to automatically match the format of the outgoing email – the HTML footer automatically goes out with an HTML email, and likewise, the plain text footer matches to plain text emails.

3. Presence has been improved:

• There are now two display modes available – Agent and Supervisor mode, with the latter providing additional statistical information.

• Users can control the number of groups agents belong to by placing them in different tabs, and can limit the number of viewable entries (rows) within the tabs itself.

• There are two new entries - the ‘Update Last State Time Interval’ and ‘Update Averages Time Interval’ – which enable adjustment of the plug-in to suit computer performance.

• A simple right-click enables a context menu that allows transfer/conference/dial of numbers on the list.

• Users can sort by column heading and can move columns around.

4. The CCE Desktop’s Work Code collection feature has been extended to provide an ‘Advanced Work Code’ function – this allows various options including:

• Creation of as many tiers as desired.

• Collection of as many Work Codes per Work Item as desired.

• Force collection of a Work Code – this prevents a Work Item from being closed without a Work Code.

5. Agent Workmode can now be automatically changed when Work Items are completed – Agents can:

• Make themselves available on interaction close.

• Auto accept non-voice interactions.

6. New outbound interactions can be created at the desktop without needing to have received an inbound interaction first (such as email). Also, a Preview Contact may be created and suspended to initiate a call back to someone - this can be associated with the Work Item that initiated it, such as an email.

7. Options have been introduced to Master Media Director and License Director to improve reliability in a distributed environment. These components can now communicate with each other during normal operation and can work in isolation in the event of a WAN failure between sites.

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