Administer arenas 

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About arenas

Arenas are a simple but powerful method for using a sundry of Java applets (agent and customer) and Web pages for different purposes. The "Arena" concept is based on the assumption that a single contact center may process sessions for several families of products or services, perhaps for different companies, perhaps in different languages. Each product, language, or company for which the contact center is managing Internet sessions can have its own custom-designed "arena."

Each arena can have its own Web pages with a different look and feel from other arenas supported by the contact center as well as a different look and feel for each Java applet that supports the Web pages. For example, let us assume that your contact center is a service provider for three companies' Web sites (company 1 = arena1, company 2 = arena2, and company 3 = arena3). Arena1 sells tickets to concerts and other events, arena2 provides computing services, and arena3 is a bank. Each arena can have a customer Web page that is unique to its specific service or product. In addition, the Java applets (agent and customer) for each arena can also be specific to the particular product or service.

Some of the customizable options that provide Java applet and Web page distinction are as follows:

• Language

• Appearance of applets (for example, company logo, fonts, and so forth)

• Frames

• PagePops

• Optional features�for example, telepointer, chat transcripts, scheduled callback, and so forth.

What happens when you add an arena

When you add an arena to the system, the Internet session software creates a directory structure (icm\{new_arena}\). Your arena and two new links (Arena Parameters and Agent Parameters) appear in the left frame of the CentreVu Internet Solutions System Administration Web page. With these two links, you can administer parameter values unique to the arena.

Access the Arena Administration Web page

To access the Arena Administration Web page, do the following:

1. From the main administration Web page (http://{icm_server_name}/icmadmin ), click on the Administer Arena/Language link.

   The Arena/Language System Administration Web page appears.

2. Click on the Administer Arenas link

   The Arena Administration Web page appears.

Arena administration interface

An illustration of the Arena Administration Web page follows:

To add an arena, do the following:

1. Enter the name of the arena in the Add Arenas frame. The name can be up to 24 alphanumeric characters.

2. Click the Save button.

   Result:
   

   The new arena appears in the Change or Delete Arenas frame. Your arena and its associated administration Web pages (Arena Parameters and Agent Parameters) appear in the left frame of the CentreVu Internet Solutions System Administration Web page.

To delete an arena, do the following:

1. Click the Yes option in the Change and Delete Arenas frame for the arena you want to remove.

2. Click the Save button.

To change an arena's name, do the following:

1. From the Change and Delete Arenas frame, highlight the arena name that you want to change.

2. Enter the new arena name.

3. Click the Save button.

Further customize your new arena

If you have administered different arena and agent parameter values (that is different from the default arena and agent parameter values) for your new arena, then you have customized your arena. However, you can customize your arena even further.

For example, you could do the following to further customize your arena: