ACCS_Info

[sbhano]

Hello Guys
Good Day .. !!

I am new to ACCS, I been working on IPOCC from past few year I need some information regarding ACCS.

1. Phone-book:- Is LDAP is the only way for phone book integration, Can we do it by importing any csv file etc.

2. Customer database :- As we do in IPOCC, we can import the customer list and use the customers for last agent/personal contact etc. IS their any thing in ACCS like that ?

3. Agent Panel :- As in IPOCC,we can customize agent panel too.. can show others agent status/Queue calls etc. How can we do it in ACCS?


Thanks in Advance
Shekhar

[gsanadze]

ACCS Agent Panel

I can only talk about Agent Desktop - as far as I am aware, customization is not supported. It looks as designed without possibility to change much. You can writhe your own Agent application using SDK, but this is another story...

[mkopiec]

Hi,
I came across this today looking for something else and remembered your question. Hopefully this might help.

You can create a phonebook data file to allow for the AAAD phonebook to be utilized without using an LDAP directory. The steps below outline how to modify or create (if it does not already exist) the PhonebookLDAPData.gz file, on the server to provide comma delimited items for phonebook population.

1. The comma separated txt file is in the F:\Avaya\Contact Center\Email Attachments\Inbound\PhonebookLDAPData.gz zip file. The format is "lastname,firstname,email,phonenumber".

2. Create a text file using Notepad and add your necessary comma delimited line items. Save the file as "PhonebookLDAPData.txt then rename the file and remove the .txt extension.

3. Use JZip or Winzip to create the PhonebookLDAPData.gz in the path outlined in step 1.

4. Restart AAAD to redistribute the new Phonebook file to the desktop.

Note: To prevent the file from being overwritten by an existing LDAP administered phonebook server, you need to delete the Phonebook LDAP entry from the server list in the Multimedia Admin tool. If you follow this procedure, you must now maintain the PhonebookLDAPData file manually when entries need to be added or modified.