Introduction

CCM Admin is a a system for the management of agent, campaign, workgroup, and dialer configuration information in support of NobelBiz call center operations.

It provides a mechanism for agent authentication that is used via web service APIs by the ccOps call control application to log agents in and to direct them to the workgroup to which they are assigned. A workgroup links agents to the campaigns and tenants to which they are assigned.

CCM Admin, in combination with the ccOps call control application, eliminates the need to define agents in the Sytel namespace.

Entities and Data Model

dialer_tenant

This describes the Sytel tenant. It is named dialer_tenant because it is anticipated that other dialers may be supported in the future.

Important Note:
Although this entity includes the addresses of the CallGem, database, and STG, these must be configured as described in CCM configuration. Automated propagation of these configuration items to CCM's operational configuration is planned for a future release.

project

This entity is referred to in the user interface and other documentation as "line of business" and is essentially a container so that customers who have multiple domains of activity can keep skills and campaigns for these separate.

config

A lookup table for key-value pairs. Currently not used.

dialer_queue

Queues defined on a sytel dialer to which calls may be routed. For inbound skill based call routing, in order to route a call, there must be an agent available with the appropriate skills on a tenant with a queue with which the same required skills are associated.

CCM Admin does not create queues on the Sytel dialer, they must be configured using Sytel Campaign Manager and Names must match those in CCM Admin.

campaign

Campaigns associated with each dialer_tenant must be configured similarly to dialer_queues.

workgroup

Workgroups link groups of agents with a dialer_tenant and campaign to which they are assigned at login, typically for outbound calling.

agent

Agent information mirrors that in the Sytel namespace. There is also a userId and password. Passwords are encrypted and salted before storing.

agent_skill

For each agent, a list of skills and proficiencies is maintained. Skills are essentially tags or labels. Proficiencies are graded on a scale of 1 to 10. These are used by skill-based routing to make agent assignments.

linked_campaign

Not used

dialer_queue_skill

Skills associated with dialer_queues. See dialer_queue (above).