UNIVERGE UC700 - NEC Corporation of America

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5
Configuring OW5000/UC700 to
Support ACD Integration
UC for Enterprise (UCE) Agent is a separately licensed option that
provides a unified communications desktop application for ACD agents.
It enhances the capabilities of NEC’s CallCenterWorX ® ACD, which is
part of the CCDesign ® product suite. As an integral part of NEC’s suite of
applications, it combines all of the functionality of the UCE Desktop
Client with the enhanced features designed specifically for agents.
The following topics are included in this chapter.
• ACD Server Management
• ACD Configuration
ACD Server Management
In order to provide ACD agent functionality for UC700 users, it is
necessary to configure the ACD system(s) that will be connected to the
server by the application. The OW Agent Service component establishes
communication with any ACD that is configured.
The following topics are included in this section.
• ACD Servers Configuration
• ACD Settings Configuration
• Agent Screen Pop Configuration
• ACD Break Modes Configuration
• ACD Split Modes Configuration
• ACD Work Modes Configuration
Follow the steps below to configure ACD Server options.
Step 1
Log on to the OW5000 Administrator program. Once you are logged in to
OW5000 Administrator, select OW5000 > Applications > ACD.
Figure 5-1 displays.
UCE Desktop Client/Agent (UNIVERGE UC700) Installation Guide - Revision 4.01