Welcome to the Softdial Contact Center™ Help Guide.
This guide is intended for use by 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 SCC 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.
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 it may quickly become out of date.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
The navigation panel (to the left) contains two tabs:
Contents tab
The Contents tab has four main items under the root:
- Product Overview - read this to help you to understand the components and architecture (without getting too heavily into the technical issues)
- Product Guides - containing guidance on SCC products, divided so as to be relevant to specific roles within the contact center space; agent, supervisor, etc
- API Message Reference - containing details of all SDMP message and their parameters. Topics within the Product Guides, especially the Guide for Integrators, also contain extensive links to this section
- Release Notes - containing notes on each release as it becomes available
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.