Configuration
You must configure MiVoice Analytics before you are able to report on call activity.
You configure devices in the following order:
- In YourSite Explorer, under YourSite, add devices in the following order:
- Sites, see "Adding sites".
- Media servers, see "Adding media servers".
- Employees and employee groups (optional), see "Adding employees".
- Subscribers and subscriber groups (optional), see "Adding subscribers".
- Extensions and extension groups, see "Adding extensions".
- Queues and queue groups, see "Adding queues".
- Trunks and trunk groups, see "Adding trunks".
- DNIS and DNIS groups (optional), see "Adding DNIS".
- Account Codes (optional), see "Adding Account Codes".
- Phone numbers and phone number groups (optional), see "Adding phone numbers".
- In YourSite Explorer, under MiVoice Analytics, add MiVoice Analytics components in the following order:
- Call types, see "Adding call types".
- Time slots, see "Adding time slots".
- Call rates, see "Adding call rates".
- Carrier plans, see "Adding carrier plans".
- Add digit patterns to carrier plans and associate call types and call rates to the digit patterns, see "Adding outbound digit patterns".
- Assign carrier plans to media servers and/or trunk groups, see "Associating carrier plans to media servers and/or trunk groups".
- In YourSite Explorer, under Enterprise, specify alarm settings. See "Monitoring and alarming subsystem".
- In YourSite Explorer, under Enterprise, create schedules that specify the business hours of your operation to be used for media servers and alarms, see "Creating schedules".
- In YourSite Explorer, under Enterprise, restrict user access to specific areas of MiContact Center Business.
See "Security roles".
The following section focuses on configuration for Voice contact centers. For detailed information on configuring Multimedia Contact Center devices, see "Multimedia Contact Center Installation and Deployment Guide.".
You configure MiContact Center Business in the following order:
Basic Configurations
- In YourSite Explorer, under Enterprise, set up your Enterprise structure by specifying Enterprise settings, adding sites, and media servers to the sites.
See "Configuring enterprise settings", "Adding sites", and "Adding media servers".
- In YourSite Explorer, under Devices, configure the YourSite database to mirror the information on your telephone system. Add devices in the following order:
- Add employees. Configure their general settings and licensing attributes and select the media types they will handle. When you select a media type, an agent of that media type is automatically created and associated to the employee.
- Add agent groups and associate employees to those groups.
- Add queues and associate agent groups to those queues.
Advanced Configurations
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