Introduction
This document provides information on:
- the Altitude product evolution
- the concepts used in a contact center with Altitude
- the architecture and components of an Altitude contact center
- high-availability solutions
See the sections below to better understand the contents of this document.
Product Evolution Guide
This section guides you in the process of applying an update in Altitude systems, by describing the product changes that may have an impact on your project.
Each section of the Product Evolution Guide is an update, containing all the features and improvements made to the Altitude product in the context of the update.
Contact Center Concepts
This section explains the main concepts of a contact center and presents operational and configuration tasks.
What you should know
To better understand the contact center concepts, you should attend one of the following Altitude training courses:
- Team leader
- Contact center management.
Contents
|
Section |
Description |
|---|---|
|
Describes the types of interactions agents can handle. |
|
|
Describes the concepts related to agents and campaigns. |
|
|
Describes the entities that store the information of contact center customers. |
|
|
Describes how the Altitude uCI Server places interactions in a queue. |
|
|
Describes how the Altitude uCI Server places outbound calls. Details predictive dialing. |
|
|
Describes how the Altitude uCI Server handles scheduled outbound contacts. |
System Architecture
This section describes the Altitude technical requirements, limitations, and configuration scenarios.
Contents
|
Section |
Description |
|---|---|
|
Lists and describes the contact center components. |
|
|
Describes how the contact center entities can be connected in several architecture scenarios. |
|
|
Includes technical documentation related to the installation and configuration of a contact center with Altitude. |
Installation Guide
This section explains how to install the Altitude solution components.
What you should know
You should be familiar with installation of software, virtualization, network connections, and Altitude components.
Contents
|
Section |
Description |
|---|---|
|
Altitude components. |
|
|
Contains guidelines on installing in virtual environments. |
|
|
Describes how to update Altitude components to the 8.7 version. |
|
|
Contains guidelines on how to configure HTTPS. |
|
|
Describes the prerequisites and installation of Altitude agent applications. |
|
|
Describes the prerequisites and installation of Altitude components related to media channels. |
|
|
Describes the prerequisites and installation of Altitude connectors. |
|
|
Describes the prerequisites and installation of Altitude development applications. |
|
|
Describes the prerequisites and installation of Altitude server components. |
|
|
Describes the prerequisites and installation of Altitude supervision applications. |
|
|
Contains common troubleshooting scenarios. |
GDPR
This section describes the GDPR concepts, and provides a guide for using the GDPR Portal.
Intended audience
This section is intended for Data Protection Officers (DPOs), supervisors, and administrators, who need to configure the GDPR settings of an Altitude contact center using the GDPR Portal.
Contents
|
Section |
Description |
|---|---|
|
Contains an overview of GDPR and the Altitude Software interpretation of GDPR. |
|
|
Describes what data is deleted for each delete operation in the Management Portal and the GDPR Portal. |
|
|
Describes how to login to the GDPR Portal, and the first access to the GDPR Portal. |
|
|
Contains tasks on how to configure permissions related to GDPR operations for administrators and agents. |
|
|
Describes what privacy categories are, how you can configure protected customer fields, and see the changes in the Management Portal and Agent Portal. |
|
|
Explains what granted and denied consents are, and how you can see protected and consented data in the Agent Portal and the Management Portal. |
|
|
Describes the new and failed forget requests in the GDPR Portal. |
|
|
Describes the new and failed portability requests in the GDPR Portal. |
|
|
Explains the audit tab of the GDPR Portal, which allows searching for consents and requests. |
Prerequisites
Before starting with GDPR, ensure your contact center has the following entities created and configured:
- One or more services.
- One or more directories.
- One or more campaigns.
High Availability
This section describes solutions that maximize the availability of an Altitude contact center operation in the event of unpredictable software and hardware failures.
Contents
|
Section |
Description |
|---|---|
|
Presents diagrams of the flow of interactions in Altitude. |
|
|
Presents the overview to high availability, and describes the approach to High Availability for Altitude. |
|
|
Describes the clusters for high availability. |
|
|
Describes the failure scenarios for each Altitude component. |
|
|
Contains tasks to create a failover cluster in Windows and install Altitude components in high-availability. |
|
|
Presentation of third-party solutions that may provide higher availability on Altitude contact centers. |
System administration
This section contains high-level system configuration tasks to get your Altitude contact center running, and also examples of how to implement single sign-on.