Introduction
Welcome to the Softdial Contact Center™ Help Guide.
This guide is intended for use by Sytel's business partners. Access is provided under the terms of a Non-Disclosure Agreement (NDA).
Softdial Contact Center™ (SCC) is a suite of modular applications providing a core layer of architecture for a contact center system. The Softdial components can be used individually or together to enhance an existing system or to deliver a complete call center solution.
About this guide
This guide contains a broad range of information to meet the requirements of sales, support, integrators and users of SCC.
The guide assumes that a developer / integrator reader will have attended a support / engineering training course on SCC components.
It is not intended to be an end user manual, although it does contain comprehensive end user information that may be extracted by our partners for incorporation into localised end user manuals.
Individual pages or compilations of pages containing user information may be printed to PDF and distributed to users for their sole use.
This content in this guide and the related API documentation is continually being updated, even between software releases. If content has been extracted to hardcopy, PDF, etc. it may quickly become out of date.
More information on Sytel products, including specifications, data sheets and white papers can be found on the main Sytel site at www.sytel.com
Navigating this guide
Contents tab
The Contents tab is organised in three main sections under the root item:
- General - containing non product specific information such as release notes, deployment information and support information.
- User and Integration Guide - containing individual chapters on each product / application. Information in the product / application chapters is generally arranged in the order:
- Overview / Features
- User Information
- Administrator Information
- Developer / Integrator Information
- Support / FAQs
(The specific order may vary slightly section to section)
- API Guide - containing details of all SDMP message and their parameters. Topics within the User and Integration Guide also contain extensive links to this section.
Glossary tab
The Glossary tab contains an alphabetical list of industry- and SCC-specific words and phrases used in this guide with which you may not be familiar, or for which would like to see a definition. The items link directly to the most helpful topic.
To reduce the displayed list, start typing in the Search Glossary field at the top of the tab. The list is filtered as you type, displaying only those items containing the search text.
New to SCC? - Start Here
If this is the first time you have used this guide, we recommend that you read through the sections in the Getting Started section.
The Getting Started section includes a fully functioning simulation Demo. The demo is useful for:
- demonstrating the predictive dialing capability of Softdial Contact Center™'s dialer, Softdial CallGem™
- demonstrating how Softdial Campaign Manager™ works with Softdial CallGem™ to manage outbound and inbound campaigns, providing campaign progress information and agent statistics.
- testing of 3rd party applications interfacing to Softdial CallGem™.
The main components of SCC
To help you to understand the components and architecture (without getting too heavily into the technical issues), read the User and Integration Guide topic.
From there, in the Contents pane on the left, under the User and Integration Guide section:
- click on each product (Softdial CallGem™, Softdial Telephony Gateway™, etc)
- read the first page in each section
If you are already familiar with the products and require further information, each product section contains detailed user and integration information.
For SAP Integration Users
If you are accessing this guide using the SAP users login you will only have access to a very limited set of information relating to Softdial CallGem™ installation and configuration.
For more information on SAP integration:
- please contact Sytel to register for a password
- use your password to log in at www.sytel.com/sapinfo