Director Server Administration

You configure Director-specific containers in Interaction Administrator to administer Interaction Director. Interaction Administrator manages every aspect of Interaction Director, such as hardware-level parameters for carrier interfaces, connection information for the CIC servers running at the various call center sites, timing and configuration options, routing rules, and membership in virtual spanned workgroups (called Enterprise Groups). For more information about containers, see the Interaction Director Installation and Configuration Guide.

When Interaction Administrator runs for a Director server, it displays Director-specific configuration containers and a subset of other containers relating to features that Director has in common with CIC servers. For more information about non-Director containers, see the Interaction Administrator Help.

Interaction Administrator is easy to use, once you understand how to work with containers, entries, and property sheets.

• A container is an icon in Interaction Administrator's tree view that users can select to manage configuration settings of some kind, such as those settings that configure Interaction Director. When you select a container in Interaction Administrator's tree view, columns of configuration data appear in the list view on the right. Each row is a configuration entry that you can open for editing by double-clicking the row. 
  
  If a container is empty (doesn't contain rows), you can press Insert to create a new entry. Likewise, pressing Delete removes a selected entry. When you add or edit an entry, configuration data displays in a property sheet.

• A property sheet is a form that allows you to maintain data. Some property sheets have multiple pages (tabs). 

• A configuration entry is a saved property sheet for the selected container. Each entry stores one configuration record for that type of container. A container can have many configuration entries. 

Interaction Director containers

You administer Director using the containers in an Interaction Director node in the Interaction Administrator's tree view.

The Interaction Director container manages overall server configuration settings, and expands to display five child containers. Each container manages a group of logically related settings.

Users container: Collects user information needed for authentication purposes (CIC Name, Windows NT Domain User, and password).

Interfaces container: Defines boards and devices that interface with MCI or SIP.

Monitored Servers container: Manages a list of candidate CIC servers/sites available to Interaction Director. This container defines possible destination sites that Interaction Director can route interactions to.

Queues container: Represents a Site Group and a Queue and Line Group within that site. Director handlers determine routing decisions based on statistics collected for queues.

Enterprise Groups container: Manages collections of Queues that represent the target destination of a routed call.

About containers

Each container creates an object to which other objects can refer. For example, you can define a Queue object and refer to it in an Enterprise Group object that pools agents from several call centers. In this context, object refers to a group of related settings that have an assigned name. Configuration settings (or objects) sometimes manage lower-level items. For example, an Enterprise Group object identifies queues that belong to the group. 

Each container provides user interfaces that configure logically related settings. Containers manage objects (called entries) that can contain items. Items are subentries that an object manages. You define objects separately so other objects can use them. 

You don't have to know the details of each container, entry, and dialog box. Administration exists in one administrative program so that it's easy for administrators to configure and maintain a Director system. For more information, see the Interaction Director Installation and Configuration Guide.