Article 10062: TASKE, a Web-Based Link to your Contact Center
| Products: | TASKE Contact version 8.5 |
| Applications: | All Web Applications |
| Telephone systems: | All |
PrintSummary
Mobility, versatility, dependability. These are just a few words that describe the benefits of deploying TASKE in your contact center and incorporating it into your management regimen. With TASKE, the Internet becomes a primary tool in contact center management.
The hub of the contact center environment is the telephone system. This system handles incoming, outgoing, and internal call traffic, and all the while produces a steady stream of data that documents this activity. By capturing the telephone system data stream the applications of TASKE Contact bring the internal world of the telephone system to contact center managers, supervisors, and agents.
Traditionally though, users of TASKE Contact had to be within the physical confines of the contact center and have the TASKE Contact software installed to benefit from these management tools. Generally this is not a problem. However, what happens when a supervisor is off-site for a day or just in another area of the building and needs to monitor contact center activity? Short of periodic telephone updates or running back to a computer where TASKE Contact is installed, the supervisor is at a loss.
At a loss that is, until the contact center deploysthe TASKE web site.
By deploying the TASKE web site in the contact center, the supervisor now has Internet access to real-time queue activity; queue, agent, and extension statistics for the shift; and the ability to run historical reports.
Components of the TASKE Web Environment
Like the TASKE Contact desktop applications, the TASKE web site receives contact center data via the TASKE Information Server. To receive this data the TASKE web site requires a few additional components.
The TASKE web environment consists of the following components:
TASKE Add-On Server - a service handling the data transfer between the TASKE Information Server and the TASKE Web Server.
TASKE Web Server - a service handling the data transfer between the TASKE Add-On Server and Microsoft IIS (World Wide Web Publishing). This service also provides real-time updates directly to TASKE web clients.
Microsoft® Internet Information Server (IIS) - IIS provides the World Wide Web Publishing service that is the host of the TASKE web site and handles http requests from TASKE web clients.
Web browser - the application that provides remote clients access to the TASKE web site.
Deploying the TASKE Web Site in your Contact Center
The deployment of the TASKE web site is a simple process that may occur anytime after the server installation of TASKE Contact. The deployment involves determining the appropriate hardware setup for the amount of traffic expected on the TASKE site and installing the necessary software. For information on the hardware and software requirements of TASKE Contact, refer to Article 10000: TASKE Minimum System Requirements.
Contact centers may deploy TASKE in a single server or a dual server environment. In a single server environment, the TASKE Web Server and Microsoft IIS reside on the TASKE Contact server computer. The diagram below illustrates the deployment of the TASKE web site in a single server environment.
In a dual server environment, the Web Server and IIS reside on a separate computer. The diagram below illustrates the deployment of the TASKE web site in a dual server environment.
In most cases the single server environment is sufficient, however, in larger centers where the TASKE site may receive a significant amount of traffic, a second computer may be necessary to reduce the amount of activity on the TASKE Contact server.
The next step in the deployment of the TASKE site is the software installation. The first software to install is Microsoft IIS and it must reside on the computer hosting the TASKE web site. In a single server environment this is the TASKE Contact server. In a dual server environment, this is the computer acting as the TASKE web server. After installing Microsoft IIS, install the TASKE Web Services on the same computer to automatically create the TASKE web site and complete the deployment.
All that remains now is to start the services (TASKE Add-On Server, World Wide Web Publishing, and TASKE Web Server) that make the TASKE site operational and ensure that all users have a user name and password. Once this is done, users may log into the site at any time.
Note: for information on deploying the TASKE site behind a firewall, refer to TASKE knowledge base article 10063: Deploying TASKE behind Microsoft Internet Security & Acceleration (ISA) Server 2000.