Introduction
This document serves as the administration guide for the Avaya Contact Analyzer, version 1.7.7. It details the functionalities and procedures necessary for managing and optimizing the Contact Analyzer system. The guide covers essential aspects such as system overview, getting started, administration console operations, user and role management, security considerations, data handling, and troubleshooting.
Avaya Contact Analyzer is designed to help contact centers and business managers enhance performance by providing quantifiable feedback and insights into customer interactions. It facilitates improvements in business policies and routing processes, ultimately leading to increased customer satisfaction and loyalty.
Key Features and Functionality
- System Overview: Understand the core capabilities of Contact Analyzer in analyzing customer data for improved performance and competitive advantage.
- Administration Console: Learn to navigate and utilize the Administration Console for managing users, roles, data sources, services, and scheduling.
- User and Role Management: Discover how to define new roles, create users, and assign roles to manage access and permissions within the system.
- Security Considerations: Review important security aspects related to users, roles, Linux environments, network configurations, and firewalls.
- Data Considerations: Understand database storage requirements and network traffic implications for the Contact Analyzer system.
- Troubleshooting: Access a comprehensive appendix with solutions for common issues, including logging, command-line variables, log analysis, starting/stopping services, data retention, and database querying.
Getting Started
The guide provides step-by-step instructions for connecting to the Administration Console, including details on default credentials and the initial login process. It also explains the Roles Based Access Control (RBAC) implementation used by the Pentaho Administration platform.
Support Information
Information on obtaining support, including details regarding Application Support Agreements and accessing online documentation, is also provided.
For more information about Avaya Inc. products and services, please visit www.avaya.com.
