Guide call center

Call Center Solution Guide
Release 17.0 Document Version 1

9737 Washingtonian Boulevard, Suite 350 Gaithersburg, MD 20878 Tel +1 301.977.9440 WWW.BROADSOFT.COM

BroadWorks® Guide

Copyright Notice
Copyright 2011 BroadSoft, Inc. All rights reserved. Any technical documentation that is made available by BroadSoft, Inc. is proprietary and confidential and is considered thecopyrighted work of BroadSoft, Inc. This publication is for distribution under BroadSoft non-disclosure agreement only. No part of this publication may be duplicated without the express written permission of BroadSoft, Inc. 9737 Washingtonian Boulevard, Gaithersburg, MD 20878. BroadSoft reserves the right to make changes without prior notice.
©

Trademarks
BroadWorks and BroadWorksAssistant–Enterprise™, BroadWorks Call Center™, BroadWorks Communicator™, BroadWorks Receptionist™, and BroadWorks Deployment Studio™ are trademarks of BroadSoft, Inc. Microsoft, MSN, Windows, and the Windows logo are registered trademarks of Microsoft Corporation. Other product names mentioned in this document may be trademarks or registered trademarks of their respective companies and arehereby acknowledged. This document is printed in the United States of America.
®

CALL CENTER SOLUTION GUIDE
©

13-BD5009-00 PAGE 2

2011 BROADSOFT, INC.

Document Revision History
Release 17.0 17.0 17.0 17.0 17.sp2 17.sp2 17.sp2 17.sp2 17.sp2 17.sp2 17.sp2 Version 0.1 Draft 0.2 Draft 0.3 Draft 0.4 Draft 0.5 Draft 0.6 Draft 0.7 Draft 0.8 Draft 0.9 Draft 1 2 Reason for ChangeCreated document. Updated document. Updated document with internal review comments. Updated document after external review. Updated document for Enhanced Reporting. Edited part of document. Updated document after review. Edited changes and continued to edit the rest of the document. Updated document with system test review comments Edited and published document. Updated section 4.1Deploy Enhanced Reporting to clarify the instructions related to database passwords. Introduced section 8 Troubleshooting. 17.sp2 17.sp2 2 3 Edited and published document. Add client section updates to document. Added section 4 and made updates to sections 3, 5, 6, and 9. 17.sp2 17.sp2 17.sp2 3 3 4 Updated document with comments from client update review. Edited changes and publisheddocument. Updated section 4.2.1.1 Communication Utility for EV 140423. Updated the document to general Release 17.0. Updated the document for Release 17.sp4. Updated section 5 System Configuration for EV 147775. Updated sections 5.2.1.3 Xsi- Actions and 5.2.1.4 Xsi-Events for EV 147376. Updated section 5.1.7 Configure Enhanced Reporting on Application Server for EV 150668. 17.0 1 Editedchanges and published document. October 12, 2011 Jessica Boyle June 23, 2011 June 28, 2011 September 13, 2011 Milind Joshi Andrea Fitzwilliam Goska Auerbach May 2, 2011 June 15, 2011 Patricia Renaud Milind Joshi Date March 19, 2010 March 29, 2010 April 1, 2010 April 12, 2010 January 21, 2011 January 26, 2011 January 31, 2011 February 4, 2011 February 11, 2011 February 14, 2011 April 27,2011 Author Supriya Herwadkar Supriya Herwadkar Supriya Herwadkar Supriya Herwadkar Martin Perron Andrea Fitzwilliam Martin Perron Andrea Fitzwilliam Martin Perron Patricia Renaud Martin Perron

17.0

1

October 7, 2011

Donna Williamson

CALL CENTER SOLUTION GUIDE
©

13-BD5009-00 PAGE 3

2011 BROADSOFT, INC.

Table of Contents
1 Summary of Changes...................................................................................................................8

1.1 Changes for Release 17.0, Document Version 1 .......................................................................8 2 Overview..........................................................................................................................................9 2.1 2.2 2.3 Key...