Administration · Manual myContactCenter

In the Administration, you set up myContactCenter and keep an eye on operations. Here you create agents, skills and their distribution rules, design flows, reports and wallboards, manage licenses and administrators and see whether all services are running. In the Start menu, the program is called myContactCenter Admin.

The main window

Layout of the main window

Title bar — product name and version; on the right, Info and Help.
Ribbon — on the Settings tab, the commands for servers, licenses, language, database and feedback; on the Surface design tab, the appearance of the program.
Navigation pane — one entry per server, below it the areas of the configuration.
Workspace — the list of the selected area. You edit entries from the context menu or with a double-click.
Status bar — the Zoom slider and, on the right, the information area with all messages.

The main window describes the window in detail.

What you see depends on your permissions

Not every administrator sees the same things. Which areas the navigation pane shows, and whether you may only view them there or also change them, is determined by your permissions — see Permissions and administrator profiles. A main administrator sees everything and may do everything. If an area described in this chapter is missing for you, ask a main administrator.

Multiple servers in one window

One Administration can be connected to several servers at the same time, for example to the master and the standby server or to the systems of several sites. Each server has its own entry in the navigation pane — see Multiple servers.

Starting and logging in How to start the Administration, add a server and log in, what the messages during login mean and how to work with several servers. The main window Ribbon, navigation pane, workspace and status bar of the Administration — which commands are where, how to set the language and appearance and which areas the navigation pane contains. Lists and dialogs How to create, edit and delete entries in the lists of the Administration, how to search, filter and sort and what happens when you save. Messages and errors How the Administration informs you about events and errors — the information area in the status bar, the collected error messages of the server and notices on the database, phone system and synchronization. Administrators How to create and lock administrator accounts, assign passwords, designate main administrators and when changes to an account take effect. Permissions and administrator profiles How permissions in the Administration are structured — the three levels, the permissions on the administrator, administrator profiles with permissions per skill and what each permission enables. Licenses How myContactCenter is licensed — purchased licenses and Pay-by-Use, features, packages and profiles —, how to open the license manager and what happens if a license is missing. Server configuration The settings that apply to the whole system — phone system, email sending, agent behavior, standby, logging and more — how to open and save them, and when changes take effect. Agents and profiles How you determine which conversations an agent receives and what they may do in the Agent — with qualifications, agent profiles, groups with a calendar, and activities. Skills and distribution How you create skills and specify when they accept conversations, how long customers wait and which agent receives the next conversation. Mailboxes, texts and media The content that flows and agents need — mailboxes, boilerplates, dictionaries, announcements and music, and connections to external databases. Operation Keeping an eye on day-to-day operation — which services are working, which conversations are currently running, and how to back up, maintain and clean up the database. Performance monitoring and alarms How myContactCenter continuously calculates metrics and alerts you by email, SNMP or event log as soon as a value reaches a threshold — and in which order to set this up. Feedback to ilogixx How to send an error, a request or feedback from the Administration to ilogixx support — with flows, log files and your own files if you wish.