Introduction Overview
INDeX Contact Centre Modules Page 3
Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)
Introduction
Overview
INDeX Contact Centre provides the user with the necessary tools to facilitate the
management of call traffic. The diagram shows the concept of this contact centre:
INDeX Telephone System
INDeX Access Manager
INDeX Call Centre View
INDeX Wallboard
Manager
INDeX Report Manager
INDeX Delta Server
INDeX Taskbar
This contact centre consists of the following components:
• INDeX Telephone System: The telephone system must be an INDeX system
with Level 8 software.
• INDeX Access Manager: This is the only component connected to the INDeX
Telephone System (using a serial cable) by the means of a bi-directional CTI
link. The Access manager is responsible for obtaining all the relevant
information from the INDeX Telephone System.
• INDeX Delta Server: This component connects to the Access Manager.
• INDeX Taskbar: This component communicates with Delta Server to provide
User Access Level as well as Password Protection for the CCM modules.
• INDeX Call Centre View: This component communicates with Delta Server to
enable the user to monitor, in real time, selected contact centre activity.
• INDeX Wallboard Manager: This component communicates with the Delta
Server enabling the user to display selected contact centre activity on a
wallboard device.
• INDeX Report Manager: This component comprises of 2 components (INDeX
Report Server and INDeX Report Client). INDeX Report Server communicates
with the Delta Server to enable you to obtain and schedule the available
standard reports.
• INDeX Networked Administration: This component communicates with the
Access Manager enabling you to change the INDeX Telephone System's
configuration.
