Installation and System Setup Guides
IC 6.0.2 Service Pack 1 ReadMe:
Please read this document before installing and configuring the Avaya Interaction Center 6.0.2 Service
Pack 1 (Avaya IC 6.0.2 SP1) release. This file contains information that is not provided in the regular
documentation. The Avaya IC 6.0.2 SP1 Readme provides detailed installation instructions as well as
configuration information.
IC 6.0.2
ReadMe Addendum: (updated
10/28/03)
Read this document before you install and
configure Avaya Interaction Center (Avaya IC) 6.0.2.
This Readme Addendum file is a supplement
to the Readme file on the Avaya IC 6.0.2 CD-ROM. It contains last-minute
information that was not available for the publication of the Readme file or
the regular documentation. For basic information about installing Avaya IC,
see the IC Installation
and Configuration Guide. For supported languages and platforms, see
the 6.0.2 Readme file.
IC 6.0.2 ReadMe
This is the ReadMe file which shipped with IC 6.0.2.
IC Installation
Prerequisites Guide
This manual describes the system requirements, suggested configuration, and
third-party applications required for Avaya Interaction Center 6.0.2.
IC
6.0.2 Customer Browser Support Matrix (updated
5/21/03)
Contains up-to-date information about supported browsers for customers who
access your Website.
IC Installation
and Configuration Guide
This manual explains how to install the Avaya Interaction Center 6.0.2.
IC Administration
Volume 1: Servers and Domains
This manual explains how to configure, maintain, and monitor the system
servers and domains that support Avaya Interaction Center 6.0.2 applications
IC Administration
Volume 2: Agents, Customers and Queues
This manual explain how to configure and manage customer environments and
property settings, and how to establish and manage queues within Avaya
Interaction Center applications. It also discusses e-mail scripting and
setting up the Proactive Web Contact feature.
IC Administration
Volume 3: FAQ's, Document Collections, and Legacy Data
This manual explains how to create and administrator web-based FAQs and
common document collections, and how to access and use data contained in
older database systems in Avaya Interaction Center 6.0.2 applications.
IC and Siebel
2000 Integration Guide This addendum contains additional installation and configuration information for Avaya�
Interaction Center 6.0, 6.0.1, and 6.0.2 (Avaya IC) systems that include an integration with
Siebel 2000 eBusiness Applications. This addendum updates and replaces the information
in the Siebel 2000 Integration chapter in the Avaya Agent Integrator�s Guide.
Migration Guide
This manual describes how to upgrade to the latest version of the Avaya
Interaction Center 6.0.2.
Avaya Interaction Center Application Guides
Avaya Agent Users
Guide
This manual describes how to use the Avaya Agent desktop application, and
its integrated component, the Web Agent.
Avaya Business
Applications Tools Reference
This manual explains the tools that are common to all Avaya Interaction
Center applications, including messaging, the Avaya IC Work Schedule
Calendar, reporting, letter generation, and searching.
Avaya Workflow
Designer Guide
This manual describes how to use the Avaya Workflow Designer and the sample
workflows, and how to create and customize workflows for processing media
contacts and for agent scripts.
CallCenterQ
Administration Guide
This manual discusses the administrative tasks necessary to prepare your
database for use by contact center agents.
CustomerQ
Administration Guide
This manual discusses the administrative tasks necessary to prepare your
database for use by external contact center agents.
HRQ Administration
Guide
This manual discusses the administrative tasks necessary to prepare your
database for use by human resource center agents.
Customization and Reference Guides
Agent Control API
Reference
This manual describes the methods and events for specific controls that can
be added to Avaya Agent. This manual was designed to be used in conjunction
with the Avaya Agent Integrator's Guide.
Avaya Agent
Integrator's Guide
This manual explains how to create and configure the Avaya Agent desktop
application.
Data Model
Reference for CallCenterQ
This manual shows the data model for the CallCenterQ application.
Data Model
Reference for CustomerQ
This manual shows the data model for the CustomerQ application.
Data Model
Reference for HRQ
This manual shows the data model for the HRQ application.
IC Database
Designer Application Reference
This manual explains how to use the Database Designer to customize your
application.
IC Scripts
Language Reference
This manual describes the Avaya-specific extensions that have been added to
the IC Scripts VBA scripting language.
IC Scripts VBA
Language Reference
This manual provides detailed information on VBA methods, statements,
functions, operators and other information on writing VBA scripts.
WebQ Reference
This manual explains how to administer a WebQ application, including setting
up security, maintaining servers, creating customizations, and setting up a
searchable knowledge base. The book also contains troubleshooting information.
Programmer's Guides
Agent Data Unit
Server Programmer's Guide
This manual provides detailed information on the operations and programming
of the ADU Server. The ADU Server is the custodian of the Agent Data Unit,
the record of the agent's Telephony session.
Core Services
Programmer's Guide
This manual describes the Telephony Core Services, including the Alarm
Server, the Directory Server, ORB Server, Data Server, and Toolkit
functions.
Electronic Data
Unit Server Programmer's Guide
This manual describes the system interactions, alarms, IDL definitions,
functions, and programming conventions of the eDU Server.
External Function
Library for Avaya IVR Programmer's Guide
This manual explains how to create scripts using the Avaya Telephony
external function library for the Avaya Intuity CONVERSANT VIS system.
External Function Library for Periphonics
IVR (added 8/20/03)
This manual describes how to program the Periphonics VPS IVR to enable this IVR to
communicate with both the contact and Avaya� Interaction Center (Avaya IC) through IC
Telephony.
IC Client and
Server Programmer's Design Guide
This manual provides system information for programmers who are developing
clients and servers for the object request broker (ORB) of the Avaya IC.
Telephony Connectors
Programmer's Guide
This manual describes the Telephony Connector server, the Avaya component
responsible for linking Avaya IC to telephony products, and is a reference
for programming those links.
Telephony
Services for Aspect CallCenter
This manual describes the system interactions, alarms, IDL definitions,
functions, and programming conventions used by the Avaya IC Telephony Server
as implemented for the Aspect CallCenter switch.
VOX Server
Programmer's Guide
This manual describes the system interactions, alarms, IDL definitions,
functions, and programming conventions used by the VOX Server. The VOX
Server communicates with voice response units (VRUs).
Data Model Diagrams
CallCenterQ Data
Model Diagram
This diagram shows the CallCenterQ database tables and relationships between
them.
HRQ Data Model
Diagram
This diagram shows the HRQ database tables and relationships between them.
General Information
Glossary
This document is a collection of commonly used terms within the various the
Avaya Interaction Center products.
Quick
Instructions for Using PDF Documentation
This document contains instructions about navigating and searching PDF
files.
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