This section describes how to configure contact centers. The following screenshot shows the Contact Centers page in the Administration module.
Adding or Deleting a Contact Center in Configuration Manager
New contact centers can be added only in Genesys Configuration Manager. Adding and deleting contact centers cannot be performed in the Advisors Administration module. However, you can remove the contact center from the Advisors configuration.
To add a new contact center in Configuration Manager, see Advisors Business Objects.
In addition to the
Type fields, add the data source for the contact center. This cannot be changed subsequently. In the
Data Source field, valid values are:
Service: for site contact centers
Other: for site and network contact centers
Otherrepresents voice queues, interaction queues, and call types.
To delete a contact center from Configuration Manager, see Advisors Business Objects.
Configuring the Attributes for a Contact Center in Advisors
To edit a contact center’s configuration attributes, select it in the upper panel of the Contact Centers page and edit the details in the
Edit panel. Alternatively, type the first few letters of its name in the
Search field, click the icon beside the
Search field, and then select from the list. When your edits are complete, click
Data Source fields cannot be edited.
Complete the fields in the
Edit panel. When you have made the
Edit panel selections and saved them, the following happens:
- If the contact center has been newly created in Configuration Manager, the
Configuredfield changes to
Yesto indicate that the configuration is now complete on the Advisors side.
Updated Successfullymessage displays at the top of the screen.
Remove from Advisors configurationbutton is activated.
Removing a Contact Center from Advisors Configuration
To remove the contact center from the Advisors configuration, click on the
Remove from Advisors Configuration button. This removal is not synchronized back to Configuration Manager. The contact center continues to be present in the contact center list, but displays as not configured and not active. The contact center completely disappears from the list only after it is deleted from the Configuration Manager.