Communications Center Admin Guide

203 Pages·2010·2.33 MB·English

®
AT&T Connect
Communications Center
(ACC) User Guide for
Administrators

Enterprise Edition
Version 8.9
September 2010

© 2009‐2010 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks 
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About this Guide
This User Guide contains a description of the features available to
Communications Center users with administration rights:
 Chapter 1, Communications Center Overview, describes the features available
to users with administration rights, and the Communications Center
environment and terminology.
 Chapter 2, Installing Applications, tells how to assist users in downloading and
installing the AT&T Connect Participant application.
 Chapter 3, Managing Users, describes how the user assigned the User Manager
role can manage users within the Communications Center, and import user
lists.
 Chapter 4, Permissions Management, describes how the user assigned the
Permissions Manager role can create and manage user roles and permissions.
 Chapter 5, Customer Management, describes how to set a setting per
customer/subsidiary. Relevant for Integrated Edition only.
 Chapter 6, Managing Portals, describes how the user assigned the System
Manager role can create and manage departmental versions of the
Communications Center interface.
 Chapter 7, Managing Overview Pages, describes how the user assigned the
System Manager role can create and manage Overview Pages.
 Chapter 8, Defining Application Parameters, describes how the user assigned
the System Manager role can define Communications Center Application
Parameters.
 Chapter 9, Additional Administrator Tools, describes additional tools and tasks,
such as lookup tables, reports, license management, email templates, and event
settings such as default event audio, event security and event entry settings.
Administrators can also define Telephony settings and import iClass
information.
 Appendixes include a list of illegal characters, an overview of the functionality
in different events, system requirements, and an overview of the Getting Ready
Page.

Note: Most of the features are not relevant for the Integrated Edition. In the
Integrated Edition, users are provisioned from ATCS side and get the permissions
from ATCS. In addition, scheduled Events are not available.

AT&T Connect® Communications Center (ACC) User Guide for Administrators ii
Table of Contents
Communications Center Overview.......................................................6
Overview......................................................................................................6
Before You Begin........................................................................................7
Communications Center Events................................................................7
AT&T Connect Environment......................................................................8
Communications Center Users.................................................................9
Glossary.....................................................................................................11
Installing the Participant Application.................................................14
Overview....................................................................................................14
Participant Installation Process..............................................................14
User Management ................................................................................17
Overview....................................................................................................17
Adding New Users....................................................................................18
Editing Users.............................................................................................24
Sending a Customized Email to Users...................................................26
Importing and Exporting User Lists........................................................30
Permissions Management...................................................................49
Overview....................................................................................................49
Default User Roles....................................................................................50
Creating Roles...........................................................................................54
Editing Roles.............................................................................................54
Customer Management........................................................................56
Overview....................................................................................................56
Setting the Default Value..........................................................................56
Updating the Value...................................................................................57
AT&T Connect® Communications Center (ACC) User Guide for Administrators iii
Managing Portals .................................................................................59
Overview....................................................................................................59
Portal Components...................................................................................60
Creating a New Portal...............................................................................66
Editing a Portal..........................................................................................67
Working with Templates...........................................................................68
Modifying the Portal Design....................................................................72
Managing Overview Pages..................................................................83
Overview....................................................................................................83
Overview Page Components...................................................................84
Creating an Overview Page......................................................................89
Modifying the Overview Page Design.....................................................91
Working with Overview Page Templates................................................99
Defining Application Parameters......................................................106
Overview..................................................................................................106
ACC Parameter Groups..........................................................................107
Additional Administrator Tools.........................................................133
Lookup Tables.........................................................................................133
Reviewing and Renewing the ACC and Telephony License...............135
Defining Event Settings..........................................................................139
Defining Account Settings.....................................................................153
Defining Telephony Settings.................................................................158
Managing Groups...................................................................................162
Reports....................................................................................................166
Email Templates......................................................................................173
Importing iClass Information.................................................................184
Illegal Characters for Event Names.......................................................189
Event Materials, Event Materials File Names and Event Material Items189
Other........................................................................................................189
Overview..................................................................................................192
System Check Settings..........................................................................194
Setup the Participant Application.........................................................196
AT&T Connect® Communications Center (ACC) User Guide for Administrators iv
Review a Demo/Enter an Event.............................................................197
AT&T Connect® Communications Center (ACC) User Guide for Administrators v
Chapter 1
Communications Center Overview
This chapter contains a description of the features available to Communications
Center users defined with administrator rights (by the organization’s Super User),
as well as an overview of the Communications Center environment and
terminology.
 Overview introduces the Communications Center.
 Before You Begin describes the prerequisite knowledge for understanding and
following this Guide.
 Communications Center Events describes each of the Communications
Center Event types.
 AT&T Connect Environment, introduces the components that make up
AT&T Connect, including the Communications Center.
 Communications Center Users, describes the various user roles in the
Communications Center.
 Glossary describes some of the terms used in this Guide.
Overview
AT&T Connect® enables people to easily communicate using voice, video and data
through the Internet, from any place and at any time.
AT&T Connect is the first and only integrated platform to address the primary
experiences that comprise live interaction, collaboration and learning across a
global organization:
 iMentoring: Live one-on-one tutoring.
 iMeeting: Interactive online meetings.
 iClass: Live learning sessions in a virtual classroom.
 iSeminar: Virtual seminars.
 iCast: Broadcasting out over the Web.
 On Demand: Pre-recorded standalone sessions.

Note: For further details about the above event types, refer to page 7.
The AT&T Connect Communications Center (ACC), which is the key component
of AT&T Connect, provides the gateway to your organization’s training programs,
and online meetings, whether applicable to single users, via iMentoring, or a
multitude of users, via iCast, for example.
The Communications Center incorporates proven AT&T technology, namely the
Participant application, into the complete communication platform for an
organization’s employees and customers. As the Communications Center is a
web-enabled system, users require only a standard browser to view the displayed
information.
As a user assigned with administrator rights, you can manage the Communications
Center and control the system’s implementation throughout your organization,
according to the roles assigned to you by the Super User (the only user who has
total control and all available permissions).
Before You Begin
Before you can start working with the Communications Center, Microsoft
Windows 2000, 2003, XP or Vista must be installed on your computer. This Guide
assumes a basic familiarity with Windows concepts and procedures. Also refer to
“System Requirements,” (see Appendix C, System Requirements) before you begin.
Communications Center Events
The six event types within the Communications Center, iMentoring, iMeeting,
iClass, iSeminar, iCast, and On Demand, provide any organization with the
complete package for communicating with its employees, as well as a means of
opening channels of communication to users external to the organization.
 iMentoring is live, one-on-one tutoring within a virtual learning environment.
iMentoring moderators are selected by the ACC Administrator and have a
number of additional rights that enable them to upload materials to the
participant, before and during the live learning session. The maximum number
of participants in an iMentoring event is 100.
 iMeetings are interactive online meetings that can be initiated by any
registered user. An iMeeting can be an ad-hoc event and include users from
both within and external to the organization. The AT&T Connect system
automatically grants the participant who initiated the event with initial control,
in effect making the initial participant the event presenter, complete with
presentation rights.
AT&T Connect® Communications Center (ACC) User Guide for Administrators 7
In contrast to iMentoring and iClass events, participants of an iMeeting are viewed
as equals, meaning that although a specific user has initiated the iMeeting, all
participants can take an active role and contribute to the iMeeting. Control can
be freely passed to each participant, enabling each to speak and upload
content/materials to the event.
The iMeeting presenter uses the AT&T Connect Participant application to lead the
iMeeting. Note that the features and capabilities available in an iMeeting event
are also used in Meeting Room sessions.
The maximum number of participants in an iMeeting event is 300.
 iSeminars are virtual seminars, providing an additional learning tool within the
AT&T Connect communications environment. iSeminar events can be
accessed by large numbers of users, though they are less interactive than the
iMentoring, iMeeting and iClass events. The maximum number of participants
in an iSeminar event is 750.
 iCasts are the casting, or streaming, of events to a great number of users, both
within and external to the organization. iCasts enable the organization to
broadcast events of relevance to a multitude of users, even though they are the
least interactive of the Communications Center events. The maximum number
of participants in an iCast event is 750.
 On Demand Events are pre-recorded stand-alone sessions freely available to
any user, both within and external to the organization. These events provide
greater flexibility as they enable users to view sessions at their own pace and
within their own time.
AT&T Connect Environment
The ACC is only part of the one platform solution offered by the AT&T Connect
Suite. The main components that make up the AT&T Connect environment
include the following:
 ACC (AT&T Connect Communications Center): Web-based application that
handles administration and maintenance of live participants, events, and event
materials that are part of the AT&T Connect communications environment.
Technically, the ACC is a Web site with a set of ASPs and a database.
Note: For additional information about the ACC, including how to work with the
Catalog, search tools and so on, refer to the AT&T Connect Communications
Center User Guide.
AT&T Connect® Communications Center (ACC) User Guide for Administrators 8
 AT&T Connect Participant Application: The Participant application enables
users at remote locations to connect by means of their personal computers to a
live, interactive session in a virtual meeting or classroom and view recorded
sessions as well. Installed automatically with the Participant application is the
myAT&T application, which provides users with their own private, “always-
on” Meeting Room.
 In addition, the Participant application includes the Push Client, which every
60 minutes wakes up and checks all the ACCs that the participant is registered
to for new materials. The Push Client automatically downloads them (both
event and pre-recorded materials). When the participant enters an event, the
software checks if all the event materials required for the event have already
been downloaded. If not, it launches the Push Client to bring them in only
when required.
Note: For additional information about the components and configuration
requirements for the total AT&T Connect suite, including the ISM (Interwise Server
Manager) and Communications and Telephone Server, as well as the additional
components used to support telephony events, please contact AT&T support.
Communications Center Users
This section describes the various users that you, as a user assigned with
administrator rights, may encounter in the ACC. The following user types are the
general ‘roles’ that can be applied to ACC users, though each of these roles can
incorporate any number of rights, as defined by the Super User or user assigned
with the Permissions Manager role:
 Super User
 Administrator
 Event Administrator
 Basic User
Note: Refer to Chapter 3, Managing Users and Chapter 4, Permissions Management,
for information about the specific roles/rights that can be assigned to individual users
within the ACC.
Super User
Each ACC has one Super User defined during the ACC installation process
(performed by AT&T). The Super User has all possible user rights. However, a
Super User cannot be created in an indirect manner, meaning that even if a
registered user has been assigned all possible rights, they are not assigned the status
of Super User (and cannot edit events created by other users for example).
AT&T Connect® Communications Center (ACC) User Guide for Administrators 9
The Super User also sees all events created in the ACC and can perform any action
on these events (including editing).
Administrator
Administrators are defined by the Super User and can be of any number for any
one ACC. The Administrator can perform many operations, according to the roles
assigned to them either by another user (with the Permissions Manager role) or by
the Super User, including the following:
 Create, modify, import and export users (if assigned the User Manager role).
 Assign roles to each user (if assigned the User Manager role).
 Modify the rights attached to a specific role (if assigned the Permissions
Manager role)
 Define and manage departmental versions of the ACC, known as Portals (if
assigned the System Administrator role).
 Define parameters that shape the ‘look and feel’ of the ACC, such as the links
and logo displayed in the ACC title bar (if assigned the System Administrator
role).
 Define event settings and telephony settings (if assigned the System Manager
role)
 Generate reports that summarize data for events within the ACC (if assigned
with the Reports role)
Event Administrator
The User Manager defines Event Administrators and the event types they can
create. For example, if an Event Administrator is assigned the iMentoring
Administrator role only, then this specific Event Administrator can create only
iMentoring events.
Event Administrators may also be assigned the presenter role, which enables users
to conduct events. The moderator, who also works with the AT&T Connect
participant application, can:
 Establish voice and video control for instruction.
 Prepare event materials offline; provide them to participants and update them
live onscreen during the event.
 Make recordings of offline events and play them back and edit them as
required.
 Define when a participant can converse during an event, interrupt a
conversation and point at, mark, type and draw on the screen display.
AT&T Connect® Communications Center (ACC) User Guide for Administrators 10