Any changes made within the Setup Client requires a deployment of the client and contact center environment.  Various features and functionality within the client require either a Light or Full Deploy.

Light Deploy: Will not affect the current interactions being processed or handled and will take effect once the deploy has been completed.

Full Deploy: Will affect current interactions being processed or handled and force the Agent & Supervisor client to restart.  It is recommend to schedule any changes that need a full deploy after business hours. With each full deploy the following pop will appear to verify you wish to deploy the changes:  

Below outlines which actions taken in each subsystem of the Setup Client will require a Full Deploy.All other changes will require a Light Deploy and no message will be displayed.

Business Structure:

  • General Tab:
    • Add/remove a Contact Center, Channel, or Business Process
    • Channel or Business Process:
      • Changing the End Point
      • Changes within the disconnect handling flow
    • Technical Tab:
      • Shift Start Time, Automatic Reset Shift, Max Concurrent Automatic Dialing Interactions, Dialing Phone Expression, SME Caller ID
    • Handling Timeouts Tab:
      • Inactivity limits
    • Time Zones Tab:
      • Changing the time zone
    • Caller ID Tab:
      • Changing allocated DID
    • CRM Tab: Any change

Staffing:

  • Agents Tab:
    • Changing agent’s property – “Hang Up Line after each Call”
    • Enabling an agent's Auto Answer setting
    • Deleting an agent
  • Agent Characteristics Tab:
    • Agent Profiles: Deleting a profile, renaming a profile, adding or removing capabilities, and changing competency level
    • Load Allowances: Renaming load allowance, creating or deleting load allowances, Load Combinations, Interaction Types

Implementation:

  • Interaction Handling Tab: Any change
  • Media Repository Tab: Removing a phrase
  • Dynamic Media Repository Tab: Add or remove
  • Text Template Repository Tab: Any change
  • Priority Classes Tab: Any change
  • Skills Tab: Removing a skill
  • Email Tab:
    • Renaming a Summary Email Template
    • Changing ‘Mail Box’ property within Summary Email Template
  • CRM Integration Tab: Any change
  • API Trigger Tab: Any change

Deployment:

  • End Points Tab:
    • Deleting an endpoint, changing URI, and changing off hook
  • Software Services Tab:
    • Any change
  • Configuration versions Tab: Revert configuration