Nortel Symposium Agent, Reference Manual

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June 2001 System configurations
Planning and Engineering Guide 25
User login
The user login program validates the user ID and password against the list of
users and passwords stored in the Symposium Agent database. If validation
succeeds, the login program starts the browser and call rules runtime programs. It
then hides itself but stays alive.
Browser
The browser is a full-featured, telephony-enabled, Internet Explorer-based web
browser. It contains a soft phone and tabs that correspond to web pages.
Softphone (agentTelephony)
The softphone is an ActiveX control that resides on the browser. It allows the user
to perform telephony functions (answer, dial, hold/unhold, transfer, conference)
and ACD agent functions (login/logout, go ready/not ready, make set busy/in
service) through the computer keyboard without touching the physical telephone.
Outbound calls (simple, transfer, or conference) are performed with the aid of a
dial wizard that can make use of special dial plans or corporate directories. It is
also possible to attach text to any outbound call. If the recipient of the call is also
a Symposium Agent user, the text appears along with the incoming call.
Symposium Agent supports a maximum of two lines.
Telephone numbers are not always dialed the way they appear in corporate
directories or databases. For example, an electronic phone directory might contain
the number 6125551212. If the user’s area code is 612, that number might be
dialed as 95551212 (remove the area code and insert 9 for an outside call). Dial
plans are stored in the server database. The dial plan client software
(nndpUser.dll) is an ActiveX component. If dial plans are in effect, this
component examines all numbers to be dialed and makes available to the dial
wizard possible modifications of the digits based on dial plans.
The soft phone has the ability to dial numbers from the customer’s corporate
directory, provided that the corporate directory is compliant with the Light-
Weight Directory Access Protocol (LDAP). An example of an LDAP-compliant
directory is Microsoft’s Exchange server. The component responsible for
retrieving LDAP data is NNLDAP.dll.
Tabs (agentTabs)
The tabs that appear on the browser are shortcuts to web URLs. When a tab is
selected, the browser displays its associated URL. The following types of tabs
may appear:
!
Symposium Agent standard web pages (such as call logs, agent activity logs,
and statistics)
!
web pages for other Nortel Networks applications (such as Symposium
WebResponse Server)