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Contact Center Express Desktop

Agent

Supervisor

Wallboard

MS CRM Connector

Developer

Application Management Service

Configuration Server

Contact Database

Interaction Data Service

IVR Server

Call Routing Server

XML Server

License Director

Rules Plug-in

Rules Wizard

SQL Plug-in

SOAP Plug-in

Script Plug-in

Phonebook Plug-in

Microsoft VBA

The configuration and management of all Contact Center Express media stores and gateways, License Directors, XML Servers and Media Directors is accomplished by the Application Management Service. The service also allows you to add and manage the following data in the ASMediastore database: programs, schedules, AutoText, priority contacts, denied contacts and allowed contacts.

The Application Management Service consists of two components:

• Application Management Director. An application that runs in a Microsoft server environment and gathers status and health information about Contact Center Express servers.

• Contact Center Express Control Panel. A component that connects to the Application Management Director to display the state of currently available servers. Using the control panel, a user can view and change configuration and operation information about currently monitored servers.

When Application Management Director starts up, it opens a connection to all running Contact Center Express media stores and gateways, License Directors, XML Servers and Media Directors it finds on the network. It asks those applications to forward information relating to their configuration and operation. The Contact Center Express Control Panel then displays that information in graphical tree structure.