STD Overview Guide

HiPath ProCenter
Standard, Version 6.5
Overview Guide
*1PA31003-S2265-A100-1-76A9*
1P A31003-S2265-A100-1-76A9
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May 2005
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Nur für den internen Gebrauch Contents
Contents 0
1 Introducing HiPath ProCenter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1

2 About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3
2.1 Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3
2.2 Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3
3 Key concepts in HiPath ProCenter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-5
3.1 Group-based routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-5
3.1.1 Queues in group-based routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6
3.2 Skills-based routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-8
3.2.1 Queues in skills-based routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-8
3.3 Routing strategies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-10
3.4 Queue processing strategies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-12
3.4.1 Queue processing flows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-12
3.5 Contact center roles and profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-13
3.5.1 Profile descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-14
3.5.2 Agent and Associate profiles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-16
4 System overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-17
4.1 Client applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-17
4.2 HiPath ProCenter server machine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-17
4.3 Wallboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-18
4.4 Additional interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-18
4.5 Supported communication platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-18
5 Client applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-19
5.1 Manager application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-19
5.1.1 Administration Center highlights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-20
5.1.2 Broadcast Center highlights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-23
5.1.2.1 Wallboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-24
5.1.2.2 Broadcaster . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-24
5.1.3 Report Center highlights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-25
5.1.3.1 Real-time reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-26
5.1.3.2 Historical and cumulative reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-27
5.1.3.3 Activity reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-28
5.1.4 Design Center highlights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-29
5.1.4.1 Call Director . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-30
5.1.4.2 Call Director and the Interalia XMU+/SBX . . . . . . . . . . . . . . . . . . . . . . . . . . 5-30
5.1.5 Telephony Center highlights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-31
5.2 Client Desktop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-32
5.2.1 Contact Details screen pop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-35
5.2.2 Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-39
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5.2.3 Activity Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-39

5.2.4 Ongoing Activity Log. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-40
5.2.5 E-mail History Search. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-41
5.2.6 Speed List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-42
5.2.7 Speed Bar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-42
5.2.8 Team List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-43
5.2.9 Team Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-44
5.2.10 Creating a callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-45
5.2.11 Creating an e-mail message. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-46
5.2.12 Broadcaster . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-47
5.2.13 Performance Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-47
5.2.14 Contacts Waiting Indicator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-48
5.2.15 Tear-off-and-park capability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-48
6 Third-party integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-51
6.1 Screen pop application programming interface (API) . . . . . . . . . . . . . . . . . . . . . . . . . 6-51
6.2 IVR API . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-51
6.3 Workforce Optimization Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-52
A Hicom 300E V6.6: Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-1
B HiPath 3000 V4.0 or V5.0 and HiPath 5000 V4.0 Real-Time Services Manager (RSM)
Co-Resident and Stand-Alone: Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-1
C HiPath 4000 V1.0, V2.0: Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-1
D Realitis DX V7.1.005 or later: Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-1
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0-2 HiPath ProCenter Standard, Version 6.5, Overview Guide
intro to HPPC.fm
Introducing HiPath ProCenter
1 Introducing HiPath ProCenter

Welcome to HiPath ProCenter, the multimedia contact center system for routing, tracking, and
handling customer contacts.
HiPath ProCenter is designed to be a 'ready-to-run' solution that is easy to implement,
configure, use, and expand as requirements change. HiPath ProCenter provides innovative
features and tools that are easy to use.
HiPath ProCenter provides intelligent contact routing, easily customized graphical reports, and
innovative productivity tools for administrators, supervisors, and agents.
Large enterprises can now benefit from a unified administration console, an intuitive client
desktop, and fully integrated multimedia features.
HiPath ProCenter provides:
● 'Easy-to-use' management tools that validate contact routing strategies
● Presence and collaboration with other business users to drive first customer contact
resolution
● Simplified, easy to understand packaging and options
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Introducing HiPath ProCenter
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about this guide.fm
About this guide
Purpose
2 About this guide

This Overview Guide provides a high-level view of HiPath ProCenter: its key concepts,
supported communication platforms, client applications, and third-party points of integration.
2.1 Purpose
The purpose of this document is to help customers prepare for the planning and design phase
of the HiPath ProCenter implementation. This document provides high-level information about
key HiPath ProCenter concepts.
2.2 Audience
The audience for this document is customers who are planning to implement HiPath ProCenter.
Customers should apply the concepts in this document to their own contact center
implementation.
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About this guide

Audience
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Key concepts in HiPath ProCenter
Group-based routing
3 Key concepts in HiPath ProCenter

This section describes some of the key concepts in HiPath ProCenter. We use the term “agent”
here in a general way, to refer to anybody who uses the Client Desktop to handle customer
contacts. In this sense, an agent could be a customer service representative, a supervisor, a
subject matter expert, and so on.
The following are some of the key concepts used in HiPath ProCenter:
Group Several agents who handle the same type of contact. An agent
can be a member of up to 10 groups at a time. Examples of
groups are: mortgages, loans, and customer service.
Skill An agent characteristic that is useful in handling customer
contacts. Examples of skills are: proficiency in a particular
language, and expertise in selling/repairing a particular product.
Queue A defined, logical container where a contact waits for the next
available agent. Separate queues can be created for calls,
callbacks, and e-mail messages.
Routing strategy The process of identifying and sending an incoming contact to
a appropriate agent or queue. Separate routing strategies can
be created for calls and e-mail messages.
Queue processing strategy The process of defining how a contact is treated once a queue
is determined from the routing strategy. This treatment is then
applied while the contact is waiting to be assigned to the next
available agent. Separate queue processing strategies can be
created for calls and e-mail messages.
Profile A set of permissions that allow access to specific features in
HiPath ProCenter. Users are assigned profiles based on their
role in the contact center.
These concepts are described more fully in the sections that follow.
3.1 Group-based routing

Typically, contact centers have agents who specialize in different types of contacts. For contact
handling purposes, agents who handle the same type of contacts are defined as a group. An
agent may be a member of up to 10 groups at a time.
HiPath ProCenter allows you to define the most efficient way to answer your contacts, ensuring
that the customer is directed to the most qualified group of people to handle the contact.
Contact centers typically receive different types of contacts, for example:
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Group-based routing
● Sales inquiries for different products

● Inquiries about a single product but for different purposes, such as sales or technical
support
Many businesses offer different telephone numbers to their customers, depending on the type
of product or service. These telephone numbers are used by HiPath ProCenter to identify the
groups of specialists, also known as agents, to handle the incoming contact.
3.1.1 Queues in group-based routing

When a contact is routed, it is sent to a queue. A queue is a logical container where a contact
waits for the next available agent. There are separate queues for the Voice, Callback, and
E-mail media.
In Group-Based Routing, the following are defined within the queue:
● Primary group: the first group to receive a contact
● Overflow groups: other groups that can handle the contact in a set period of time, as
configured in the Design Center in the Manager application
If there are no agents available in the primary group, then–after a preconcerted amount of time–
the search for an available agent is expanded to include additional groups. Remember, a queue
can have up to 10 overflow groups.
The use of overflow groups expands the pool of available agents who can handle the contact,
and reduces the wait time for the customer.
In this example, the primary group is in Australia. If the call is not answered within a
predetermined amount of time, for example, 60 seconds, then an overflow group in Asia is
added to the queue. If the call is still not answered, then another overflow group is added. In
this case, this is the General Group. The same queue concept applies to callbacks and e-mail
messages.
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Group-based routing
Australia
Group
Asia
Queue Group
General
Group
Callers
Figure 3-1 Primary and overflow groups in group-based routing
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Skills-based routing
3.2 Skills-based routing

You can configure HiPath ProCenter Standard to use either group-based or skills-based
routing. Skills-based routing is a licensable feature.
Contact center agents specialize in different skills. Each agent has a set of skills; this set of
skills is the user's résumé. Based on their résumés, agents are eligible to receive specific types
of customer contacts.
In addition, different levels and preferences can be assigned to agents’ skills. For example,
agents with the skill “Spanish Language” can be assigned different skill levels based on their
fluency in Spanish. Agents whose native language is Spanish might have higher preference to
handle Spanish contacts than non-native agents with the Spanish skill.
The available skills in the contact center are used to create combinations of skills, which define
virtual groups. For example, a virtual group might be created with the skills “Spanish
Language" and "Computers". Agents in this virtual group are eligible to receive contacts and
handle computer questions from Spanish-speaking customers. The concept of virtual groups
is similar to the concept of groups in group-based routing, which represent a group of people
with similar skills. However, in group-based routing the group represents only one skill set, while
in skills-based routing the virtual group may represent multiple skill sets.
3.2.1 Queues in skills-based routing

Queues in skills-based routing are similar to queues in group-based routing. When a contact is
routed, it is sent to a queue. A queue is a logical container where a contact waits for the next
available agent. There are separate queues for the Voice, Callback, and E-mail media.
In skills-based routing, each queue contains a sequence of steps. These steps define the
virtual group that is eligible to handle the contact. The first step defines the ideal requirements
for the contact and the closest skill match. Subsequent steps relax the skill requirements to
handle the contact and expand the pool of eligible agents. Users can define up to 25 steps per
queue.
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Skills-based routing
Travel Agency
Skills required to take the call are:
- Agent speaks English

- Ticketing and Reservations
- Destination: Caribbean
30 sec
60 sec
600 sec
Time-out Supervisor
or voice mail
Figure 3-2 Skills-based routing: example of call to travel agency
In this example, the routing mechanism does the following:

● Sets up a virtual group of agents who are the “ideal fit” for the call requirements; that is,
agents who have the following skills: "English", "Ticketing and Reservations", and
"Destination: Caribbean". If the call is not answered within 30 seconds, the Routing
Mechanism moves to the next step.
● Relaxes the call requirements and constitutes a new, larger virtual group of agents who are
eligible to answer the call; that is, agents who have the following skills: "English" and
"Ticketing and Reservations". If the call is not answered within 90 second, the Routing
Mechanism moves to the next step.
● Further relaxes the call requirements to have the largest possible virtual group of agents
eligible to answer the call; that is, agents who have the following skill: "English". If the call
is not answered within 600 seconds, it times out and is routed to a supervisor or to voice
mail.
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Routing strategies
3.3 Routing strategies

In HiPath ProCenter, the process of identifying and routing an incoming contact to the right
group of agents is called a routing strategy.
A routing strategy directs the contact to an agent or, if no agent is available, to a queue.
Directing a contact to an appropriate agent or queue may be based on different types of
information. For example, the following information could be used to direct calls:
● The day, time, or specific date the contact comes in
● Source number the customer is dialing from or source e-mail address
● Destination number the customer dialed (typically the 1-800 number of the business)
● Collected data from the customer, such as account number or policy number
● Menu selection
● Performance statistics, such as number of contacts in queue or estimated wait time
● Database lookup, such as customer contact information or account information
For e-mail messages, information such as the following could be used:
● The day, time, or specific date the contact comes in
● E-mail category decision (for example, type of inquiry)
● Destination or source e-mail address
● Performance statistics
● Database lookup, such as customer contact information or account information
● Discard decisions
A routing strategy flow is a program or sequence of steps that uses a series of routing
strategy components to determine how a contact should be handled.
Routing strategy flows determine how a contact arriving in HiPath ProCenter is initially
processed. For example, the contact can be:
● Routed to a queue, while HiPath ProCenter finds a member of a group or virtual group who
is available to handle the contact.
● Routed to a specific extension, such as an extension number that points to a voice mail
box.
● Disconnected, as part of end-of-day processing, after playing a "closed" announcement.
Each flow is a visual script that you create using a flow-chart configuration tool in the Design
Center within the Manager application.
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Routing strategies
Here is an illustration of a basic routing strategy flow for incoming calls.
“Our office is now

closed. Please
leave a message.”
Voice Mail
“For Sales, press 1.
For Service, press 2.”
NO Sales Queue
YES
START
1- Receive call 2- Check whether 3- Prompt 4- Route

office is open caller for the call
option Service Queue
Figure 3-3 Routing strategy flow for incoming calls
In this routing strategy,

1. A customer call is received by HiPath ProCenter.
2. The schedule component checks the time. If the call is not received during business hours,
an announcement is played and the caller is given the option of leaving a voice message.
3. If the call is received during business hours, the caller is prompted with menu options, so
the call can be directed to the appropriate department.
4. The customer is routed to an appropriate queue and handled by the first available agent.
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Queue processing strategies
3.4 Queue processing strategies

A queue processing strategy defines how a contact is treated once a queue is determined
from the routing strategy outcome and the contact is waiting to be assigned to the next available
agent.
Common, simple queue processing strategies for calls include the following:
● Playing announcements
● Playing music via the switch
● Prompting the customer to leave a voice message
Some more complex queue processing strategies include:
● Prompting the customer to provide information (for example, account number)
● Playing back the number provided by the customer
● Based on the amount of time a customer has been waiting in queue, playing a different
message (for example, after two minutes, instead of leaving the caller in queue with no
options, you can configure, "Press 1 to leave a message or press 2 to continue to hold".)
Examples of queue processing strategies for e-mail messages include the following:
● Sending an automatic response to a customer e-mail message to let the customer know
that the message has been received (Auto Acknowledgement)
● Sending an automatic response to an e-mail message when the customer asks a simple
question that can be answered automatically (Auto Response)
● Inserting suggested text into a draft reply e-mail message when the customer asks a
frequently asked question (Auto Suggestion)
3.4.1 Queue processing flows

Queue processing flows define what callers hear and what actions they can take while waiting
in queue for an agent to answer.
While a queue processing flow provides processing similar to that provided in a routing strategy
flow, queue processing flows are primarily used to play messages to the customer, collect
additional information from the customer, or allow customers to change the routing information
they previously provided.
Here is an illustration of a basic queue processing flow for handling callers in queue.
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Contact center roles and profiles
“You have waited 2

minutes. Press 1 to
“Welcome to Star continue to hold,
Travel, an agent press 2 to leave a Voice
will be with you message.” Mail
shortly.”
START
1- Receive call 2- Wait 60 3- Execute 4- Prompt 5- Execute

Seconds flow caller for default
decision option treatment
Figure 3-4 Queue processing flow
In this queue processing flow,

1. A customer call is received by HiPath ProCenter and greeted with an announcement.
2. The call waits for the preconfigured Wait Interval (in this example, 60 seconds).
3. The Flow Decision component checks how much wait time has elapsed. When the
preconfigured Wait Interval is finished, the caller is prompted with menu options.
4. The caller decides to wait for the next available agent.
5. The call is routed to a queue.
3.5 Contact center roles and profiles

Contact centers users typically have different roles. With HiPath ProCenter, each user can be
assigned a profile according to the role and tasks performed. HiPath ProCenter provides
preconfigured, out-of-the-box profiles.
Profiles have predefined permissions which allow access to specific role-related features within
HiPath ProCenter. The profiles can be combined in situations where a single user performs
more than one role within the contact center. For example, if a supervisor takes calls, that
person would be assigned both the Supervisor and the Agent profiles.
Note: Users are defined within the Administration Center in the Manager application. Please
see Section 5.1.1, “Administration Center highlights”, for more information.
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3.5.1 Profile descriptions

Understanding profiles is important when you configure the different users in the contact center.
This section describes the user profiles that are provided with HiPath ProCenter.
Agent
The Agent profile is intended for contact center agents who work in a structured contact center
operation. This profile provides the comprehensive contact-handling permissions required to
achieve the highest efficiency and effectiveness for processing customer contacts in all media
(Voice, Callback, and E-mail).
Associate A
The Associate A profile is intended for users who answer calls and respond to customer
inquiries but are not "high-volume" contact center agents. Users with this profile are not
measured by how efficiently they handle customer interactions, but they are often the most
appropriate people within the organization to handle particular issues.
This profile includes the following:
● Core voice permissions, such as consult, transfer and conference.
● Core callback permissions, such as accept and create callbacks, as well as add and delete
callback schedules.
● Contact handling permissions, such as wrap-up and contact details screen pop.
Associate E
The Associate E profile is intended for professionals and experts who might be called upon to
support the real-time requirements of the contact center. Users with this profile may be
responsible for a business area, such as Accounts Receivable, or have approval authority for
contracts and purchase orders.
This profile includes the following:
● Core voice permissions, such as consult, transfer and conference.
● The ability to monitor the presence and availability of other enterprise users (via the Team
List).
● The ability to monitor specific contact center performance statistics via the Broadcaster.
Administrator
The Administrator profile is intended for users in the contact center who are responsible for
configuring HiPath ProCenter resources. This profile includes full access permission and the
ability to update the database.
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Master Administrator
The Master Administrator profile is intended for designers providing the initial configuration of
the installation. This profile should not be used for day-to-day administration.
Manager
The Manager profile is intended for users who are responsible for contact center business
targets. Specific responsibilities of the Manager might include hiring new contact center
resources and monitoring the performance targets of the contact center. This profile provides
access to historical reports for viewing and measuring agent and contact center statistics.
Supervisor
The Supervisor profile is intended for users who have responsibility for day-to-day supervision
of contact center staff and monitoring real-time contact center performance. This profile
includes access to real-time and cumulative reports that provide immediate feedback of
changes as they occur in the contact center.
Telecommunication Specialist
The Telecommunication Specialist profile is intended for users who are responsible for the
overall IT and telecommunications support for the contact center. This role involves
troubleshooting and configuring both the computer and telephony, callback, and e-mail
resources for HiPath ProCenter. The profile provides access to system and telephony resource
settings.
Phone Agent
The Phone Agent profile is intended for users who receive customer contacts via telephone
only. These users do not require access to the Client Desktop application.
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3.5.2 Agent and Associate profiles

HiPath ProCenter has three preconfigured Client Desktop profiles: Agent, Associate A, and
Associate E. The table below shows the permissions attached to each profile.
Feature Agent Associate A Associate E

ACD Logon ✓ ✓ ✓
Soft Phone ✓ ✓ ✓
Tracking/Reporting ✓ ✓ ✓
LDAP Directory ✓ ✓ ✓
Wrap-up ✓ ✓
Contacts Details Screen pop ✓ ✓
Requeue Calls ✓
Callback ✓ ✓
E-mail ✓
Activity Log ✓
Ongoing Activity Log ✓
Speed List ✓
Personal Performance ✓
Contacts Waiting Indicator ✓ ✓ ✓
Team List ✓ ✓
Broadcaster ✓ ✓
Table 3-1 Summary of permissions for Agent, Associate A, and Associate E
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System overview
Client applications
4 System overview
The major components of HiPath ProCenter are the client applications, servers, and
databases. HiPath ProCenter also supports several third-party components and interfaces.
Client Desktop Manager IT Monitor

Application Application Application
HiPath ProCenter Server Machine

IVR API
SDK
Wallboards
Screen Pop
API
XMU+/SBX
Workforce Servers Databases
Optimization
Interface
Figure 4-1 HiPath ProCenter system overview
4.1 Client applications

The client applications are the Client Desktop, Manager, and IT Monitor. The Client Desktop
can run using the following profiles: Agent, Associate A, and Associate E.
4.2 HiPath ProCenter server machine

The HiPath ProCenter server machine houses the software that performs many functions,
including:
● Routing calls
● Recording statistics
● Providing data for reports
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Wallboards
● Maintaining the system
The server machine also contains databases that store different types of information, including:
● Switch configuration
● Contact processing
● Statistics
● Announcements and interactive messages (XMU+ and SBX)
If the Call Director feature is licensed, announcements and interactive messages can be played
to callers while they are being routed or waiting for an agent.
4.3 Wallboards
HiPath ProCenter supports Spectrum wallboards for displaying contact center information.
4.4 Additional interfaces

HiPath ProCenter supports the following additional interfaces to enhance your contact center
performance:
● IVR API
● SDK (Software Development Kit)
● Screen Pop API
● Blue Pumpkin Workforce Optimization Interface
4.5 Supported communication platforms

HiPath ProCenter supports IP-Telephony and TDM (circuit-switched) communication platforms,
as well as the following:
● Hicom 300 E CS V6.6 (North America only)
● HiPath 3000 V4.0 and HiPath 3000 V5.0
● HiPath 4000 V1.0 and HiPath 4000 V2.0
● HiPath 5000 V4.0
● Realitis DX V7.1
● HiPath DX V8.0
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Client applications
Manager application
5 Client applications
This section provides an overview of the main features in the following HiPath ProCenter client
applications:
● Manager
● Client Desktop
5.1 Manager application

The HiPath ProCenter Manager application is the central point of administration for contact
center Administrators and Managers.
The Manager application has five main components: the Administration Center, Broadcast
Center, Report Center, Design Center, and Telephony Center. Their locations and purposes are
shown below.
Define and administer users,

groups, and devices
Define and administer wallboard and

Broadcaster views and distributions
Create and view real-time,

cumulative, and historical reports
Define resources and workflow

strategies for Voice, E-mail, and
Callback media
Define and synchronize Telephony

Platform resources
Figure 5-1 Main components in Manager application
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You use the HiPath ProCenter Manager application to perform tasks such as the following:
● Configuring system data, switch resources, users, groups/virtual groups, and queues.
● Configuring wallboard and Broadcaster views to display current performance statistics.
● Creating Routing Strategy flows and Queue Processing flows.
● Creating and running real-time, cumulative, and historical reports to monitor performance
trends.
● Configuring servers and notifications, such as an e-mail message to notify the System
Administrator if a HiPath ProCenter server is down.
● Configuring Client Desktop application settings, such as unavailable reasons, work
reasons, and wrap-up reasons.
● Configuring directory settings to access external LDAP (Lightweight Directory Access
Protocol) directories.
The highlights of each component (Administration Center, Broadcast Center, Report Center,
Design Center, and Telephony Center) are described in the following sections.
5.1.1 Administration Center highlights

Use the Administration Center to configure the following resources:
● Users
● Profiles
● In the Client Desktop: Agent, Associate A, Associate E.
● In the Manager application: Administrator, Master Administrator, Manager, Supervisor,
Telecommunication Specialist, Phone Agent.
● You can configure additional profiles to meet your specific business requirements.
● Groups/Virtual groups
● Departments
● Work Reasons
● Unavailable Reasons
● Wrap-up Reasons
● Servers
● Notifications
The Administration Center makes it easy to create and configure these resources.
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Figure 5-2 Creating a new resource in the Administration Center
The configuration of most of the resources is straightforward. For example, to configure user
permissions, once you understand the feature a user needs to access (such as the routing
strategy flow) and the permission levels required (such as read-only or full), you can select the
appropriate settings in the User dialog box, in the Permissions tab.
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Figure 5-3 Configuring user access, profile, and permissions
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5.1.2 Broadcast Center highlights

Use the Broadcast Center to configure views and distributions, which are used to send
messages and statistical data to destinations in the contact center. Destinations include the
Broadcaster in the Client Desktop and wallboards.
● Broadcaster views – like a ‘ticker tape’

that appears on Agent desktops
● Wallboards – physical devices that

display messages
Figure 5-4 Configuring views for Broadcasters and wallboards
To see an illustration of the Broadcaster as it appears on an agent’s desktop, refer to Section

5.2, “Client Desktop”, on page 5-32.
A view displays information on an agent’s desktop or on a wallboard. This might include, for
example, the current date and time, and performance statistics for customer contacts, agents,
queues or groups.
A distribution is one or more groups of agents or wallboards to which you can assign a view.
Note that:
● Only one view can be displayed on each desktop or wallboard.
● Each user or wallboard can be a member of only one distribution at a time.
View Distribution
Figure 5-5 Attaching a view to a distribution
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Administrators and Managers can:

● Build views from individual statistics and free-form text.
● Set thresholds on individual elements and set audible or visual cues for those elements to
indicate an important event or a critical state.
● Build distribution lists that define the wallboards and specific agents to whom views are
broadcast.
● Enable and disable broadcasting.
Figure 5-6 Creating a new wallboard item
5.1.2.1 Wallboards
Wallboards are typically used to display contact center statistics to a number of users at the
same time. Therefore the information displayed is usually generic to the contact center and not
specific to individual users.
HiPath ProCenter supports Spectrum IP Wallboards and can support serial wallboards.
Customers who currently have serial wallboards will require a Serial to IP Conversion Kit.
5.1.2.2 Broadcaster
Like wallboard views, Broadcaster views are used to display contact center statistics to
individual users by displaying a scrolling message in the Client Desktop application.
The Broadcaster feature allows customers to deploy message broadcast functionality without
having to purchase and use a separate piece of hardware that is located somewhere within
view of the contact center users.
To view the Broadcaster, the agent must be running the Client Desktop and have the
Broadcaster feature enabled.
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5.1.3 Report Center highlights

You can configure a variety of reports and report types in the Report Center. The basic report
types (real-time, historical, cumulative, and activity) are described in the following sections.
Here are some highlights of the Report Center.
Generating reports
Types of Users can generate real-time, cumulative, historical, and activity reports.
reports
Report In historical and cumulative reports, users can generate reports with
intervals different intervals, for example, hourly, daily.
User-defined Users can build reports column-by-column, for example, build customized
content reports for every business need.
Aggregates Users can combine several queues of the same type (Voice, Callback, or
E-mail) into an aggregate and view the statistics at the aggregate level.
Adding options for tracking and monitoring

Trend line Users can superimpose a trend line from a previous day (yesterday or the
same day last week) on a current cumulative report to project contact
volumes as the day progresses.
Alarms and In real-time reports, users can set visible and/or audible alarms when
thresholds statistics reach preconfigured thresholds.
Defining report ownership and level of reporting

Report Any user of the Manager application can create reports. Reports can also
ownership be created by a central administration person and distributed to other
individuals.
Restricted The following are examples of restrictions that can be placed on individual
reporting users: restricting their reporting to specific agents, restricting the
individual statistics that can be used in their reports, and restricting their
usage of certain reporting features.
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Printing and saving reports

Multiple report Users can send the output of a reports to the screen or printer, or save a
outputs report in a CSV, PDF, Microsoft Excel, or HTML file format.
Retention periods
Report data is kept for varying amounts of time, depending on the reporting interval.
Reporting interval Retention period

15-minute/hourly ● 42 days
Daily ● 100 days
Weekly ● 53 weeks
Monthly ● 25 months
Figure 5-7 Report data and retention periods
The retention period for data in the Activity Log depends on contact volume, but Activity Log
records are kept for a minimum of 200 days.
5.1.3.1 Real-time reports

The Manager application provides the ability to view real-time reports that show current contact
center activity. You can use the predefined reports in HiPath ProCenter or you can create new
reports.
Real-time reports:
● Monitor the minute-by-minute activities of the selected resources.
● Are updated on screen, at configured intervals.
● Can display current status and point-in-time information for the following:
● Users
● Groups/virtual groups
● Queues
● Contacts
● Callbacks
● Can be printed upon demand
Here is an example of real-time and cumulative reporting views. Each view uses a graphic
format in the upper part and a tabular format in the lower part.
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Figure 5-8 Real-time reporting
5.1.3.2 Historical and cumulative reports

Historical and cumulative reports are also known as 'range reports'. The Manager provides the
ability to view range reports over a specified period of time.
Range reports allow Supervisors to view contact center performance in the following areas:
● Users/departments/site
● Groups/virtual groups
● Queues
● Destinations
● Callbacks
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● Wrap-up reasons
Historical reports
Historical reports provide statistical summaries of activities on individual resources over a
specified period of time and can include roll-ups to higher level resources such as groups or
departments.
Historical reports can display statistics at the following intervals, depending on your selection:
● None (no intervals are defined)
● 15-minutes
● Hourly
● Daily
● Weekly
● Monthly
Historical reports report on events that happened in the past, that is, prior to the current date.
Cumulative reports
Cumulative reports are similar to historical reports, except that cumulative reports are intended
to be used as online reports. They include accumulated statistics for the current day, which are
updated in real time at configured intervals, for example, every 15 minutes or every hour.
Cumulative reports for the current day are continuously updated and show data trends as the
day progresses. The trending information can be used to compare the current day to a specified
previous day. A graph showing the statistical trend for the previous day can be used for
comparison.
5.1.3.3 Activity reporting

Activity reports provide historical, minute-by-minute state and activity data during a specified
date and time interval for:
● Users – for a defined time interval
● Contacts – from a defined calling number or e-mail address
● Scheduled callbacks
Specifically, activity reports allow you to view:
● A step-by-step history of user mode and contact state changes for a user over a defined
interval
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● A step-by-step history of contact state changes for a defined contact from a particular
calling number or e-mail address
Activity reports are useful for investigating the activities of a user during a specified interval, or
for providing a detailed view of how a particular contact was handled.
5.1.4 Design Center highlights

The Design Center is a powerful, visual workflow creation tool that provides:
● Design tools for multimedia routing and key processing strategies, including Voice,
Callback, and E-mail.
● Configurable and reusable components for building Routing Strategy and Queue
Processing flows.
● A point-and-click approach for configuring flows. Administrators can make changes 'on-
the-fly'.
● Automatic validation and testing of workflows and, if required, notification of errors.
● The capacity to store flows 'off- line' for later and/or remote (not logged on to production
database) use.
● Intelligent treatment of customers in queue. The Administrator can configure:
● Wait Intervals
● Music on Hold
● Announcements and Messages
● Transfers
Designers use the Design Center to create and maintain Routing Strategy flows and Queue
Processing flows, and to configure media resources (for example, queues and aggregates).
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Figure 5-9 Creating a new voice component in the Administration Center
5.1.4.1 Call Director

Call Director is an integrated call processing solution within HiPath ProCenter that manages the
playing of announcements (HiPath 3000 and HiPath 5000 only) and interactive messages while
a call is in a Routing Strategy or Queue Processing flow.
Call Director is fully integrated into the Design Center and offers a variety of Call Processing
features. When the Call Director is licensed, the following additional features are available for
configuration:
● Call menu prompting
● Caller input digit collection
● Number playback
● Dynamic passing of call data to Client Desktop application. The call data is based on
customer input digit collection (for example, Customer Account Number and Policy
Number).
● Performance Messages (for example, Estimated Wait Time)
5.1.4.2 Call Director and the Interalia XMU+/SBX

To use Call Director, you must configure an XMU+/SBX voice processing device and the
extensions in the switch to handle interactive messages on all the supported switches, and to
play announcements on the HiPath 3000 or HiPath 5000.
NOTE: If Call Director is not enabled, the switch can provide switch-based announcements
(does not apply to the HiPath 3000 or HiPath 5000).
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5.1.5 Telephony Center highlights

The Telephony Center in the Manager application is where the system designer configures the
switch resources that HiPath ProCenter uses and confirms that they function correctly on the
switch.
Here are the main options in the Telephony Center.
Figure 5-10 Creating a new extension in the Telephony Center
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5.2 Client Desktop

The Client Desktop in HiPath ProCenter is where customer contacts are handled. The desktop
is multimedia: it is used it to handle telephone calls, callbacks, and e-mail messages. Each
Agent or Associate can be logged on to as many media as required.
Speed Bar Agent State Telephony Feature Controls

Controls Controls and Indicators
Personal Performance Broadcaster Team Bar Status Bar and

Toolbar System Messages
Figure 5-11 Client Desktop main window
The standard interface for all contact types is the Contact Details screen pop. It appears when
a new customer contact arrives and contains the tools that an agent needs to handle the
contact, including an updatable table of customer information, a searchable directory of contact
information from an external LDAP database, and a standard, easy-to-use interface for entering
wrap-up reasons, to show how the contact was resolved.
For illustrations of the Contact Details screen pop, see Section 5.2.1, “Contact Details screen
pop”, on page 5-35.
In addition to the Contact Details screen pop, the Client desktop contains many features to help
the agent handle, track, and follow up on customer contacts.
Here is a summary of some of these features.
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Viewing contact information

Contact Details Provides key customer contact information. Users can customize the
screen pop display of the Contact Details screen pop.
Directory Provides a view of detailed contact information in external LDAP-

compliant directories.
Activity Log Stores detailed information on contacts the agent handled in the last
24 hours of logged-on time.
Ongoing Activity Stores detailed information on e-mail messages that are in deferred or
Log consulted state. Makes it easy to resume handling an e-mail message.
E-mail History Facilitates the search for one or more e-mail messages. A number of
Search different criteria can be used, for example, date, e-mail address,
subject.
Speed List Stores the names of frequently called individuals, for quick and easy
dialing. Users can add and delete their own entries.
Speed Bar Facilitates communication with individuals on the Speed List. The
Speed Bar is included in the Client Desktop main window and is a
subset of the Speed List.
Team List Shows the status of other internal users and facilitates calls, transfers
and conferences.
Team Bar Displays real-time presence and availability information of other

agents or associates, either as part of the Client Desktop or undocked,
anywhere on screen. The Team Bar is a subset of the Team List.
Creating new contacts

Create Callback Facilitates the creation of a new callback.
Create E-mail Facilitates writing a new e-mail message.

message
Receiving performance statistics and status information
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Broadcaster Shows general, statistical, and historical information about the state of
the contact center.
Personal Visually informs users of their adherence to thresholds as defined in

Performance the Manager application.
Statistics toolbar
Contacts Waiting Displays the number of contacts waiting in queue. Numbers are
Indicator displayed for all media (Voice, Callback, E-mail) that the user is
currently logged on to. The Contacts Waiting Indicator also flashes
when a predefined threshold is exceeded.
Customizing the display

Tear-off-and-park Allows users to remove toolbars from a window and to place them in
capability another location on their screen.
Customizable Allows user to customize their view of data, for example, in the Speed
views List, Activity Log, and Ongoing Activity Log, to meet their particular
needs. To minimize desktop space, views can also be displayed in
compact mode.
Entering reasons for changing state

Work reasons Used in monitoring and activity reports.
Unavailable Used in monitoring and activity reports.

reasons
Most of the features described above are accessible directly from the Client Desktop main
window. Descriptions are provided in the sections that follow.
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5.2.1 Contact Details screen pop

The Contact Details screen pop assists the agent in handling customer contacts (calls,
callbacks, and e-mail messages).
The agent can:
● Configure multiple screen pops to appear.
● Configure the screen pop to open to the last tab accessed.
The following information is available in the screen pop:
● Key contact information, including actual customer wait time in queue
● LDAP Directory lookup
● Information collected from Call Director, IVR, or database lookup
● API for CRM / customer record screen pop
● Wrap-up reasons to track activities that occur during the call
Telephone calls
Here is the Contact Details screen pop for an active call.
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Figure 5-12 Contact Details screen pop for an active call
Callbacks
The Contact Details screen pop for callbacks is similar to the screen pop for calls. However,
there is also a Schedule tab, where the agent can view the schedule of future, planned
callbacks to the customer and the results of past callback attempts.
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Figure 5-13 Contact Details screen pop for active callback (Schedule tab)
E-mail messages
The Contact Details screen pop for e-mail messages is similar to a standard e-mail application.
The agent can reply to a message or forward it to a knowledge expert. Messages can also be
deferred on consulted on. The Message tab shows the text of the customer’s e-mail message,
and the History tab gives the agent access to the entire record of the back-and-forth
‘conversation’ between the customer and the contact center.
The agent can keep the Message tab open while viewing or working with data in the other tabs.
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Figure 5-14 Contact Details screen pop (expanded) for an active e-mail message
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5.2.2 Directory
The Directory feature allows integration with corporate or external LDAP directory services and
provides flexible communication productivity features for agents to access additional contacts.
Figure 5-15 Directory
5.2.3 Activity Log

The Activity Log automatically tracks details of all inbound and outbound contacts and allows
single-click callbacks for added productivity. Entries are kept for the last 24 hours of the agent’s
logged-on time.
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Figure 5-16 Activity Log
5.2.4 Ongoing Activity Log

The Ongoing Activity Log tracks an agent’s outstanding e-mail messages, that is, messages
that are in Deferred or Consult state. The agent can resume handling them from the Ongoing
Activity Log.
Figure 5-17 Ongoing Activity Log with right-click menu open for selected e-mail message
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5.2.5 E-mail History Search

A searchable history is kept for the entire ‘conversation’ between the customer and the contact
center, including e-mail messages sent and received within the contact center that relate to the
customer’s original message. This history can be searched by date range, subject, e-mail
address, status of the message, and other criteria.
Figure 5-18 Entering Search Criteria for e-mail message
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5.2.6 Speed List

The Speed List is an agent’s own, personal directory. It helps to maximize the efficiency of the
agent’s interactions. For example:
● When a contact has multiple telephone numbers (Office, Mobile, and Home) or several
e-mail addresses, the agent can select the one to use in a single interface.
● When an internal or external contact is contacted frequently, the retrieval of contact
information is fast and easy.
NOTE: The Speed List displays a maximum of 25 names.
Figure 5-19 Speed List
5.2.7 Speed Bar

The Speed Bar is a shortcut ‘buddy list’ based on the Speed List. It is located on the Client
Desktop main window.
Its features include:
● Easy configuration – the Speed Bar can be configured by agents.
● Real-time collaboration – a single-click enables real-time communication.
Here is an example of the Speed Bar with the right-click menu open for the selected contact.
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Figure 5-20 Speed Bar with right-click menu open for selected contact
5.2.8 Team List

The Team List is a real-time presence and collaboration tool available with the Client Desktop.
It displays the status and availability of an agent’s peers, supervisors, and other, 'extended'
contact center agents.
NOTE: The Team List displays a maximum of 25 names.
Figure 5-21 Team List with right-click menu open for selected agent
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5.2.9 Team Bar

The Team bar is a shortcut 'buddy list' based on the Team List. Like the Speed Bar, the Team
Bar is located on the Client Desktop main window.
Its features include:
● Easy configuration – the Team Bar can be configured by agents.
● Visual monitoring – an easy-to-use interface for visual monitoring of presence and
availability.
● Real-time collaboration – a single-click enables real-time collaboration with a team
member.
Figure 5-22 Team Bar with right-click menu open for selected agent
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5.2.10 Creating a callback

Callbacks can be created from the main window. The Create Callback window provides the
ability to capture customer information and schedule multiple callback attempts.
Figure 5-23 Creating a new callback
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5.2.11 Creating an e-mail message

New e-mail messages can be created from the main window. The Create E-mail window
provides the ability to proactively contact customers via e-mail.
Figure 5-24 Creating a new e-mail message
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5.2.12 Broadcaster
The Broadcaster provides an integrated 'ticker-tape' display of real-time contact center
operational statistics and supervisor messages.
The Broadcaster includes:
● Tear-off-and-park ability, so it can be relocated to a position off the Client Desktop main
window.
● Customizable display look and feel (scroll direction and speed).
Figure 5-25 Broadcaster in Client Desktop main window
5.2.13 Performance Statistics

The Personal Performance Statistics toolbar visually informs users of their adherence to
thresholds as these are defined in the Manager Application. Cumulative information is
displayed since the start of the agent’s shift and is updated in real time.
Statistics can be configured to change color or flash when their thresholds are exceeded.
The Personal Performance toolbar can be displayed either as part of the Client Desktop or as
a ‘tear-off-and-park’ window, depending on user preference.
Personal Performance statistics can also be displayed in a separate window.
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Figure 5-26 Personal Performance window
5.2.14 Contacts Waiting Indicator

The Contacts Waiting Indicator is a visual indicator of the number of contacts (Voice, Callback,
and E-mail) that are waiting in queue. The Contacts Waiting Indicator has configurable
thresholds to identify performance highs and lows.
You can configure three different signals to indicate how many contacts are waiting for an agent.
For example, if you configure the three signals at 1, 5, and 10 contacts, then:
● The Contacts Waiting Indicator is a steady green when the number of contacts waiting is
less than 5.
● The Contacts Waiting Indicator blinks yellow when the number of contacts is between 5
and 9.
● The Contacts Waiting Indicator flashes red quickly when the number of contacts is higher
than 10.
5.2.15 Tear-off-and-park capability

The Client Desktops lets agents tear off and park toolbars. This provides maximum flexibility
for a custom desktop, increases screen real estate, and increases productivity.
Here are some examples of toolbars that can be parked away from the Client Desktop main
window.
A31003-S2265-A100-1-76A9, May 2005

Client applications
Client Desktop
Figure 5-27 Examples of toolbars with tear-off-and-park capability
A31003-S2265-A100-1-76A9, May 2005

Client applications
Client Desktop
A31003-S2265-A100-1-76A9, May 2005

third-party integration.fm
Third-party integration
Screen pop application programming interface (API)
6 Third-party integration
This section contains descriptions of third-party points of integration that are included with the
HiPath ProCenter product, for example:
● Screen Pop Application Programming Interface (API)
● IVR API
● Workforce Optimization Interface
● SDK (Software Development Kit – licensable)
6.1 Screen pop application programming interface (API)

The screen pop interface for HiPath ProCenter is used to initiate a screen pop in a third-party
application. Information is sent by HiPath ProCenter to the third-party application at the time
when the contact arrives at the agent's desktop.
This interface is completely independent of the client applications (Manager and Client
Desktop), and is provided as a separate COM control, which limits the exposure of information.
The interface allows a single contact center extension to be monitored, and an event is sent
from the interface when a contact arrives at the agent’s desktop.
The event can include the following information:
● Calling number (ANI–Automatic Number Identification)
● Called number (DNIS–Dialed Number Identification Service)
● Calling extension (which could be different from calling number, for example, in the case of
transfers)
● Queue name
● Contact data
● Contact caption
● Wait time
6.2 IVR API

The IVR Application Programming Interface (API) provides a mechanism for integrating your
Interactive Voice Response (IVR) system with HiPath ProCenter.
Using the IVR APIs, you can access functionality exposed through the Routing Server and
T-Server to:
A31003-S2265-A100-1-76A9, May 2005

third-party integration.fm
Third-party integration
Workforce Optimization Interface
● Enqueue and dequeue contacts

● Access queue information, estimated wait time, and current position in queue
● Transfer a contact
6.3 Workforce Optimization Interface

HiPath ProCenter includes a Workforce Optimization interface. A contact center can use the
interface to obtain user information for reporting and scheduling purposes.
In order to generate scheduling, the Statistics Server outputs reporting and administration files
to an external file system.
A31003-S2265-A100-1-76A9, May 2005

Appendix - 300E.fm
Hicom 300E V6.6: Requirements
A Hicom 300E V6.6: Requirements
Figure A-1 Sample configuration of HiPath ProCenter components connected to a Hicom

300E V6.6
A31003-S2265-A100-1-76A9, May 2005

HiPath ProCenter Standard, Version 6.5, Overview Guide A-1
Appendix - 300E.fm
Minimum requirements Network requirements

HiPath Processor: Single Pentium 4 processor 2.4 GHz ● HiPath ProCenter Server IP
ProCenter Memory: 1 GB SDRAM address to connect to the
Server Machine Hard Disk: 40 GB IDE hard drive switch
(150 or fewer Other: ● 100 MB Full Duplex LAN
users) ● Microsoft Windows 2003 connection
● HiPath ProCenter Server Software ● Switch LAN (10 MB)
● pcAnywhere Remote Connectivity software, V11.5
● Dialogic System Release Software 6.0 NOTES:
● 16x CD-ROM drive ● Determining LAN
● 10/100 Mbps Ethernet (10 Mbps only supported if requirements is dependent on
there are no client desktops) the number and type of
● 56K modem for service (external required) applications running on your
● 56K modem for pager notifications (optional) network
● 20 GB capacity DAT DDS4 tape drive with SCSI ● A Firewall between the Server
controller for backup (optional) and Clients is not
● 1024 x 768 or higher-resolution monitor with high recommended. (If firewall
color (16 bit) implementation is required,
● Network Interface Card for Local LAN consult your Service
● Network Interface Card for PBX LAN Engineer.)
● Dialogic four-port analog board (D41JCT-LS)*.
*Installed by Siemens service personnel only - this
is not to be installed by customer.
HiPath Processor: Dual Pentium 4 processor 2.4 GHz ● HiPath ProCenter Server IP
Server Machine Hard Disk: 60 GB IDE hard drive switch
(more than 150 Other: ● 100 MB Full Duplex LAN
users) ● Microsoft Windows 2003 connection
● pcAnywhere Remote Connectivity software, V11.5
● Dialogic System Release Software 6.0 NOTES:
● 16x CD-ROM drive ● Determining LAN
● 10/100 Mbps Ethernet (10 Mbps only supported if requirements is dependent on
there are no client desktops) the number and type of
● 56K modem for service (external required) applications running on your
● 56K modem for pager notifications (optional) network.
● 20 GB capacity DAT DDS4 tape drive with SCSI ● A Firewall between the Server
controller for backup (optional) and Clients is not
● 1024 x 768 or higher-resolution monitor with high recommended. (If firewall
color (16 bit) implementation is required,
● Network Interface Card for Local LAN consult your Service
● Network Interface Card for PBX LAN Engineer.)
● Dialogic four-port analog board (D41JCT-LS)*.
*Installed by Siemens service personnel only - this
is not to be installed by customer.
A31003-S2265-A100-1-76A9, May 2005

A-2 HiPath ProCenter Standard, Version 6.5, Overview Guide
Appendix - 300E.fm

ProCenter Memory: 512 MB RAM address to connect to the
Auxiliary Hard Disk: 10 GB IDE hard drive switch
Server Other: ● 100 MB Full Duplex LAN
● Microsoft Windows 2003 connection
● To determine whether you require an Auxiliary
server, please contact your Siemens service NOTES:
personnel. ● Determining LAN
requirements is dependent on
the number and type of
applications running on your
network
● A Firewall between the Server
and Clients is not
recommended. (If firewall
implementation is required,
consult your Service
Engineer.)
HiPath Processor: Pentium III processor 300 MHz ● 10 Mbps Switched LAN
ProCenter Memory: 128 MB RAM available
Client Desktop Hard Disk: 25 MB of available disk space
Other:
Agent & ● Microsoft Windows XP Professional with Service
Associate Pack 2 or later
or
● Microsoft Windows 2000 Professional with Service
Pack 4 or later
● 16x CD-ROM drive (optional)

● 10/100 Mbps Ethernet
● 1024 x 768 or higher-resolution monitor with high
color (16 bit)
A31003-S2265-A100-1-76A9, May 2005

Appendix - 300E.fm

Other:
Manager & IT ● Microsoft Windows XP Professional with Service
Monitor Pack 2 or later
or
Pack 4 or later

color (16 bit)
Hicom 300E ● HUBC Card (Mod 80) ● PBX LAN 10 MB Half Duplex
V6.6 ● LAN-S PORT (Mod 30) connection
(U.S. only) ● ACD Application Server (Internal or External) ● 100 MB Full Duplex Local LAN
● Analog ports for the following: connection to ACD App Server
– 2 analog ports for Dialogic connection
(Heartbeat)
– 1 Analog port for remote access
– 1 Analog port for paging
● 1 Composer Supervisor for config sync
● CallBridge
– 1 CSTA non-redundant Ethernet link
– monitored agents
● Analog or T1 card to support Call Director
NOTE: Tested Analog/T1cards for connectivity with an

Interalia XMU+/SBX include:
North America only:

Analog: Q2146-X
T1: Q2474-X100
IM:
Analog: Q2246-X
A31003-S2265-A100-1-76A9, May 2005

Appendix - 300E.fm

XMU+ or SBX ● Small or Large size chassis ● IP Address
● Supported line cards include:
– Interalia Part # 27670 (analog, 8 port)
NOTE: Call – Interalia Part # 27367 (T1, 24 port). North
Director requires America only
XMU+ or SBX for
Interactive ● SBX with 4 or 8 analog ports
Messages – Interalia Part # 23500 (analog, 8 port)
NOTE: To determine call processing requirements, you

must use the Qualification Worksheet and XMU+ Sizing
Tool.
Classic XMU ● Supported line cards same as New XMU+ section ● IP Address
Upgrade ● You will need:
● XMU+ Control Card Upgrade with 8 minutes - Part NOTE: A Firewall between the
# 27062U8 Server and Clients is not
● (upgrades XMU system to XMU+) recommended. (If firewall
● You can reuse: implementation is required, consult
– Small or Large chassis your Service Engineer.)
– Existing supported line cards as listed above
NOTES:
● If you are not using Call Director, an existing XMU
or XMU+ can be used for switch-based
announcements
● If you are not using Call Director, the SBX can be
used for switch-based announcements and music
on hold
Wallboards ● Spectrum IP and Serial (with a Spectrum IP ● IP Address for each wallboard
converter kit) Wallboards are supported.
NOTE: A Firewall between the
Server and Clients is not
implementation is required, consult
your Service Engineer.)
A31003-S2265-A100-1-76A9, May 2005

Appendix - 300E.fm
Operating Systems, Application Server, and Client Requirements

Web Callback Client
● Windows 2000 Professional or Server with SP 2 or later
● Windows XP
● Windows ME
● Internet Explorer 6.0 and Netscape 6.2.1
Server
● Windows 2000 Server with IIS 5
● Windows 2003 Server with IIS 6.0
● Sun Solaris 8 or Linux with Apache 1.3 and Tomcat 3.3
● Sun Solaris 8 with Sun Java System Web Server 6.1
E-mail and Protocols
LDAP ● IMAP version 4
● SMTP version 1 (Enhanced SMTP or ESMTP, is not supported)
811
Server
● Microsoft Exchange 2003
● Lotus Domino 6.5
A31003-S2265-A100-1-76A9, May 2005

Appendix - 3000-5000.fm
HiPath 3000 V4.0 or V5.0 and HiPath 5000 V4.0 Real-Time Services Manager (RSM)
B HiPath 3000 V4.0 or V5.0 and HiPath 5000 V4.0 Real-Time Services Manager
(RSM) Co-Resident and Stand-Alone: Requirements
Figure B-1 Sample configuration of HiPath ProCenter components connected to HiPath

3000 V4.0 or V5.0 and HiPath 5000 V4.0 RSM Co-Resident
A31003-S2265-A100-1-76A9, May 2005

HiPath ProCenter Standard, Version 6.5, Overview Guide B-1
Figure B-2 Sample configuration of HiPath ProCenter components connected to HiPath

3000 V4.0 or V5.0 and HiPath 5000 V4.0 RSM Stand-Alone
A31003-S2265-A100-1-76A9, May 2005

B-2 HiPath ProCenter Standard, Version 6.5, Overview Guide

ProCenter Memory: 1 GB SDRAM Address (Customer LAN)
Server Machine Hard Disk: 40 GB IDE hard drive ● 100 MB Full Duplex LAN
Other: connection
● Microsoft Windows 2003
● HiPath ProCenter Server Software NOTES:
● pcAnywhere Remote Connectivity software, V11.5 ● Determining LAN
● 16x CD-ROM drive requirements is dependent on
● 10/100 Mbps Ethernet (10 Mbps only supported if the number and type of
there are no client desktops) applications running on your
● 56K modem for service (external required) network.
● 56K modem for pager notifications (optional) ● A Firewall between the Server
● 20 GB capacity DAT DDS4 tape drive with SCSI and Clients is not
controller for backup (optional) recommended. (If firewall
● 1024 x 768 or higher-resolution monitor with high implementation is required,
color (16 bit) consult your Service
● Network Interface Card for Local LAN Engineer.)
Other:
or
Pack 4 or later

color (16 bit)
A31003-S2265-A100-1-76A9, May 2005


Other:
or
Pack 4 or later

color (16 bit)
HiPath 3000 and ● HXGM Card ● 100 MB Local LAN connection

HiPath 5000, – 1 HXGM card must be available for every 14 to 5000 RSM Server (co-
RSM agents if you are using IP phones resident with HiPath
Co-Resident or ● Analog ports for the following: ProCenter Server or external)
External – 1 Analog port for remote access
● Analog or T1 card to support Call Director
NOTE: Tested Analog/T1 cards connectivity with an

Interalia XMU+ include:
● Analog: SLMA3
● T1: TMST1 (North America only)

XMU+ or SBX for
Messages. – Interalia Part # 23500 (analog, 8 port)

Tool.
A31003-S2265-A100-1-76A9, May 2005


Classic XMU ● Supported line cards same as New XMU+ section ● IP Address
– XMU+ Control Card Upgrade with 8 minutes - NOTE: A Firewall between the
Part # 27062U8 (upgrades XMU system to Server and Clients is not
XMU+) recommended. (If firewall
NOTES:
– If you are not using Call Director, an existing
XMU or XMU+ can be used for switch-based
announcements.
– If you are not using Call Director, the SBX can
be used for switch-based announcements
and music on hold.
NOTE:
and Clients is not
Engineer.)

Web Callback Client
● Windows XP
● Windows ME
Server
A31003-S2265-A100-1-76A9, May 2005


Server
A31003-S2265-A100-1-76A9, May 2005

Appendix - 4000.fm
HiPath 4000 V1.0, V2.0: Requirements
C HiPath 4000 V1.0, V2.0: Requirements
Figure C-1 Sample configuration of HiPath ProCenter components connected to the

HiPath 4000 V1.0, V2.0
A31003-S2265-A100-1-76A9, May 2005

HiPath ProCenter Standard, Version 6.5, Overview Guide C-1
Appendix - 4000.fm

Server Machine Hard Disk: 40 GB IDE hard drive ● HiPath ProCenter Server IP
(150 or fewer Other: Address (Switch LAN
users) ● Microsoft Windows 2003 192.0.2.X)
● HiPath ProCenter Server Software ● 100 MB Full Duplex LAN
● pcAnywhere Remote Connectivity software, V11.5 connection
● 16x CD-ROM drive ● Switch LAN (10 MB)
● 10/100 Mbps Ethernet (10 Mbps only supported if
there are nversioo client desktops) NOTES:
● 56K modem for service (external required) ● Determining LAN
● 56K modem for pager notifications (optional) requirements is dependent on
● 20 GB capacity DAT DDS4 tape drive with SCSI the number and type of
controller for backup (optional) applications running on your
● 1024 x 768 or higher-resolution monitor with high network.
color (16 bit) ● A Firewall between the Server
● Network Interface Card for Local LAN and Clients is not
● Network Interface Card for PBX LAN recommended. (If firewall
Engineer.)
HiPath Processor: Dual Pentium 4 processor 2.4 GHz ● HiPath ProCenter Server IP
Server Machine Hard Disk: 60 GB IDE hard drive ● HiPath ProCenter Server IP
(more than 150 Other: Address (Switch LAN
users) ● Microsoft Windows 2003 192.0.2.X)
● HiPath ProCenter Server Software ● 100 MB Full Duplex LAN
● pcAnywhere Remote Connectivity software, V11.5 connection
● 16x CD-ROM drive ● Switch LAN (10 MB)
● 10/100 Mbps Ethernet (10 Mbps only supported if
there are no client desktops) NOTES:
● 56K modem for service (external required) ● Determining LAN
● 56K modem for pager notifications (optional) requirements is dependent on
● 20 GB capacity DAT DDS4 tape drive with SCSI the number and type of
controller for backup (optional) applications running on your
● 1024 x 768 or higher-resolution monitor with high network.
color (16 bit) ● A Firewall between the Server
● Network Interface Card for Local LAN and Clients is not
● Network Interface Card for PBX LAN recommended. (If firewall
Engineer.)
A31003-S2265-A100-1-76A9, May 2005

C-2 HiPath ProCenter Standard, Version 6.5, Overview Guide
Appendix - 4000.fm

ProCenter Memory: 512 MB RAM address to connect to the
Auxiliary Hard Disk: 10 GB IDE hard drive switch
Server Other: ● 100 MB Full Duplex LAN
● Microsoft Windows 2003 connection
● To determine whether you require an Auxiliary
server, please contact your Siemens service NOTES:
personnel. ● Determining LAN
requirements is dependent on
the number and type of
applications running on your
network
and Clients is not
Engineer.)
Other:
or
Pack 4 or later

color (16 bit)
A31003-S2265-A100-1-76A9, May 2005

Appendix - 4000.fm

Other:
or
Pack 4 or later

color (16 bit)
HiPath 4000 ● HUBC Card (Mod 4500) ● PBX LAN 10 MB Half Duplex
● LAN-S PORT (Mod 4300) connection
● ACD Application Server pre-installed ● 100 MB Full Duplex Local LAN
● Analog ports for the following: connection to ACD App Server
– 1 Analog port for remote access
● CallBridge
– 1 CSTA non-redundant Ethernet link to
monitor agents
● Analog or T1 cards to support Call Director
NOTE: Tested Analog/T1 cards for connectivity with an

Analog: Q2246-X
T1: Q2192-X (North America only)

XMU+ or SBX for
Messages – Interalia Part # 23500 (analog, 8 port)

Tool.
A31003-S2265-A100-1-76A9, May 2005

Appendix - 4000.fm

Classic XMU ● Supported line cards same as New XMU+ section – IP Address
– XMU+ Control Card Upgrade with 8 minutes NOTE: A Firewall between the
– Part # 27062U8 (upgrades XMU system to Server and Clients is not
XMU+) recommended.(If firewall
NOTES:
● If you are not using Call Director, an existing XMU
or XMU+ can be used for switch-based
announcements.
● If you are not using Call Director, the SBX can be
used for switch-based announcements and music
on hold.
NOTE:
and Clients is not
Engineer.)

Web Callback Client
● Windows XP
● Windows ME
Server
A31003-S2265-A100-1-76A9, May 2005

Appendix - 4000.fm

Server
A31003-S2265-A100-1-76A9, May 2005

Appendix - Realitis DX.fm
Realitis DX V7.1.005 or later: Requirements
D Realitis DX V7.1.005 or later: Requirements
Figure D-1 Sample configuration of HiPath ProCenter components connected to the

Realitis DX V7.1.005 or later
A31003-S2265-A100-1-76A9, May 2005

HiPath ProCenter Standard, Version 6.5, Overview Guide D-1

HiPath Processor: Pentium 4 processor 2.4 GHz ● HiPath ProCenter Server IP
Server Machine Hard Disk: 40 GB IDE hard drive (configured as switch
a single partition) ● 100 MB Full Duplex LAN
Other: connection
● Microsoft Windows 2000 Server with Service Pack ● Switch LAN (10 MB)
4
● HiPath ProCenter Server Software NOTES:
● pcAnywhere Remote Connectivity software, V11.5 ● Determining LAN
● 16x CD-ROM drive requirements is dependent on
● 10/100 Mbps Ethernet (10 Mbps only supported if the number and type of
there are no client desktops) applications running on your
● 56K modem for service (external required) network.
● 56K modem for pager notifications (optional) ● A Firewall between the Server
● 20 GB capacity DAT DDS4 tape drive with SCSI and Clients is not
controller for backup recommended. (If firewall
● 1024 x 768 or higher-resolution monitor with high implementation is required,
color (16 bit) consult your Service
● Network Interface Card for Local LAN Engineer.)
● Network Interface Card for PBX LAN
Other:
or
Pack 4 or later

color (16 bit)
A31003-S2265-A100-1-76A9, May 2005

D-2 HiPath ProCenter Standard, Version 6.5, Overview Guide

Other:
or
Pack 4 or later

color (16 bit)
Realitis DX ● Ethernet Hub ● PBX LAN 10 MB Half Duplex

● UPI or System Card connection
● Analog ports for the following: ● 100 MB Full Duplex Local LAN
– 1 Analog port for remote access connection to ACD App Server
● CallBridge (See Ordering Note for Details)
– 1 CSTA non-redundant Ethernet link
– monitored agents
● Analog card to support Call Director
NOTE: Tested Analog card for connectivity with an

New XMU+ ● Small or Large size chassis ● IP Address

● Supported line cards include: ●
– Interalia Part # 27670 (analog, 8 port) NOTE: A Firewall between the
– Interalia Part # 27672 (analog, 4 port) Server and Clients is not
NOTE: Call recommended. (If firewall
Director requires NOTE: To determine call processing requirements, you implementation is required, consult
XMU+ for must use the Qualification Worksheet and XMU+ Sizing your Service Engineer.)
Interactive Tool.
Messages
A31003-S2265-A100-1-76A9, May 2005

HiPath ProCenter Standard, Version 6.5, Overview Guide D-3

Classic XMU ● Supported line cards same as New XMU+ section – IP Address
– XMU+ Control Card Upgrade with 8 minutes NOTE: A Firewall between the
– Part # 27062U8 (upgrades XMU system to Server and Clients is not
XMU+) recommended. (If firewall
NOTE: If you are not using Call Director, an existing

XMU or XMU+ can be used for switch-based
announcements.
Wallboards ● Data Display IP and Serial Wallboards (with a ● IP Address for each wallboard
Patton IP Converter Kit) are supported.
NOTE: A Firewall between the
Server and Clients is not
implementation is required, consult
your Service Engineer.)

Web Callback Client
● Windows XP
● Windows ME
Server
Server
A31003-S2265-A100-1-76A9, May 2005

D-4 HiPath ProCenter Standard, Version 6.5, Overview Guide
HPPCSOverviewIX.fm
Nur für den internen Gebrauch Index
Index Z
A Speed Bar 5-33, 5-42

Administration Center Speed List 5-33, 5-42
permissions 5-21–5-22 Team Bar 5-33, 5-44
profiles 5-20 Team List 5-33, 5-43
resources 5-20–5-21 tear-off-and-park capability 5-34, 5-48
Administrator, profile 3-14 Unavailable reasons 5-34
agent Work reasons 5-34
in group-based routing 3-5 Contact Details screen pop
profile 3-5, 3-14 callbacks 5-36
résumé 3-8 e-mail messages 5-37
aggregate, configuring 5-25 telephone calls 5-35
Associate A, profile 3-14
Associate E, profile 3-14
D
Design Center
B Call Director 5-30
Broadcast Center XMU+/SBX 5-30
Broadcaster in Client Desktop 5-24
distribution 5-23
E
view 5-23 e-mail messages
wallboards 5-24 Contact Details screen pop, expanded 5-
38
C creating 5-33, 5-46
Call Director 5-30 e-mail history search 5-33, 5-41
callbacks
creating 5-33, 5-45
G
Schedule tab in Contact Details screen group, definition 3-5
pop 5-36 group-based routing
Client Desktop 5-32–?? example 3-6
Activity Log 5-26, 5-33, 5-39 group 3-5
Broadcaster 5-34, 5-47 overflow groups 3-6
Contact Details screen pop 5-33, 5-35–5- primary group 3-6
38 queues 3-6
Contacts Waiting Indicator 5-34, 5-48 H
customizable views 5-34
HiPath ProCenter
Directory 5-33, 5-39
client applications 4-17
main window 5-32
Client Desktop ??–5-49
media 5-32
communication platforms supported 4-18
Ongoing Activity Log 5-33, 5-40
group-based routing 3-5–3-6
Personal Performance Statistics toolbar
interfaces 4-18
5-34, 5-47
major components 4-17
A31003-S2265-A100-1-76A9, May 2005

HiPath ProCenter Standard, Version 6.5, Overview Guide Z-1
HPPCSOverviewIX.fm
Index Nur für den internen Gebrauch
Manager application 5-19–5-31 Q

profiles 3-13–3-16 queue
queue processing strategy 3-12–3-13 definition 3-5
routing strategy 3-10–3-11 in group-based routing 3-6
server machine 4-17 in skills-based routing 3-8
skills-based routing 3-8–3-9 queue processing flow
system overview 4-17–4-18 definition 3-12
third-party integration 6-51 example 3-13
wallboards supported 4-18 queue processing strategy
definition 3-5
M items commonly included 3-12
Manager application queue processing flow 3-12
Administration Center 5-20–5-22 treatment of waiting customer 3-12
Broadcast Center 5-23–5-24
Design Center 5-29–5-30 R
Report Center 5-25–5-29 Report Center
Telephony Center 5-31 activity reports 5-28
Manager, profile 3-15 aggregates 5-25
Master Administrator, profile 3-15 cumulative reports 5-28
media historical reports 5-28
Contact Details screen pop 5-35–5-38 intervals in reporting 5-25, 5-28
Contacts Waiting Indicator 5-48 multiple report outputs 5-26
in Client Desktop 5-32 options for tracking and monitoring 5-25
separate queues 3-8 ownership of reports 5-25
real-time reports 5-26
O restrictions available 5-25
overflow group, in group-based routing 3-6 retention periods of report data 5-26
P setting alarms in real-time reports 5-25
types of reports 5-25
Phone Agent, profile 3-15
résumé, in skills-based routing 3-8
primary group, in group-based routing 3-6
routing strategy
profiles
definition 3-5
Administrator 3-14
purpose 3-10
Agent 3-14, 3-16
types of information used 3-10
Associate A 3-14, 3-16
routing strategy flow
Associate E 3-14, 3-16
creation 3-10
combining 3-13
definition 3-10
definition 3-5
example 3-11
Manager 3-15
Master Administrator 3-15 S
Phone Agent 3-15 skill
preconfigured 3-13, 3-16 definition 3-5
Supervisor 3-15 in skills-based routing 3-8
skills-based routing
A31003-S2265-A100-1-76A9, May 2005

Z-2 HiPath ProCenter Standard, Version 6.5, Overview Guide
HPPCSOverviewIX.fm
Nur für den internen Gebrauch Index
agent skills 3-8

example 3-8, 3-9
résumé 3-8
routing mechanism 3-9
steps in queue definition 3-8
virtual group 3-8, 3-9
Supervisor, profile 3-15
switches
configuring 5-31
Hicom 300E, requirements A-1
HiPath 3000 and HiPath 5000 co-resident,
requirements B-1
HiPath 3000 and HiPath 5000 stand-
alone, requirements B-2
HiPath 4000, requirements C-1
Realitis DX, requirements D-1
T
Telecommunication Specialist, profile 3-15
third-party integration
IVR API 6-51
screen pop API 6-51
Workforce Optimization interface 6-52
trend line, using in reports 5-25
V
virtual group, in skills-based routing 3-8
A31003-S2265-A100-1-76A9, May 2005

HiPath ProCenter Standard, Version 6.5, Overview Guide Z-3
HPPCSOverviewIX.fm
Index Nur für den internen Gebrauch
A31003-S2265-A100-1-76A9, May 2005

Z-4 HiPath ProCenter Standard, Version 6.5, Overview Guide
www.siemens.com/hipath
The information provided in this document contains merely general

descriptions or characteristics of performance which in case of actual use
do not always apply as described or which may change as a result of
further development of the products.
An obligation to provide the respective characteristics shall only exist if
expressly agreed in the terms of contract.
The trademarks used are owned by Siemens AG or their respective
owners.
 Siemens AG 2005 • Siemens Communications •

Hofmannstraße 51 • D-81359 München, Germany
*1PA31003-S2265-
A100-1-76A9*
 Siemens AG 2005 • Siemens Communications •

Hofmannstraße 51 • D-81359 München, Germany

STD Overview Guide

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HiPath ProCenter

Standard, Version 6.5

The information provided in this document contains merely general descriptions or

1 Introducing HiPath ProCenter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1

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Contents Nur für den internen Gebrauch

5.2.3 Activity Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-39

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1 Introducing HiPath ProCenter

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Introducing HiPath ProCenter

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2 About this guide

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About this guide

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3 Key concepts in HiPath ProCenter

3.1 Group-based routing

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Key concepts in HiPath ProCenter

● Sales inquiries for different products

3.1.1 Queues in group-based routing

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Figure 3-1 Primary and overflow groups in group-based routing

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Key concepts in HiPath ProCenter

3.2 Skills-based routing

3.2.1 Queues in skills-based routing

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- Agent speaks English

Figure 3-2 Skills-based routing: example of call to travel agency

In this example, the routing mechanism does the following:

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Key concepts in HiPath ProCenter

3.3 Routing strategies

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Here is an illustration of a basic routing strategy flow for incoming calls.

“Our office is now

1- Receive call 2- Check whether 3- Prompt 4- Route

Figure 3-3 Routing strategy flow for incoming calls

In this routing strategy,

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Key concepts in HiPath ProCenter

3.4 Queue processing strategies

3.4.1 Queue processing flows

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“You have waited 2

1- Receive call 2- Wait 60 3- Execute 4- Prompt 5- Execute

Figure 3-4 Queue processing flow

In this queue processing flow,

3.5 Contact center roles and profiles

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Key concepts in HiPath ProCenter

3.5.1 Profile descriptions

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Key concepts in HiPath ProCenter

3.5.2 Agent and Associate profiles

Feature Agent Associate A Associate E

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Client Desktop Manager IT Monitor

HiPath ProCenter Server Machine

Figure 4-1 HiPath ProCenter system overview