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Standard 2.0

iv

Nortel Networks Symposium Agent

Publication history

November 1999

This is the standard 1.0 release of the

Nortel Networks Symposium

Agent Planning and Engineering Guide

Release 2.0.

June 2001

This is the standard 2.0 release of the

Nortel Networks Symposium

Agent Planning and Engineering Guide

Release 2.3.

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Summary of Contents for Symposium Agent

Page 1: ...Nortel Networks Symposium Agent Planning and Engineering Guide Product release 2 3 Document release Standard 2 0 Date June 2001...

Page 2: ......

Page 3: ...ary to Nortel Networks Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use Violatio...

Page 4: ...istory November 1999 This is the standard 1 0 release of the Nortel Networks Symposium Agent Planning and Engineering Guide Release 2 0 June 2001 This is the standard 2 0 release of the Nortel Network...

Page 5: ...configuration 14 Coresident configuration 16 Symposium Agent switch connectivity 17 Understanding server performance 19 Introduction 20 Key performance factors 20 Understanding client features 23 Intr...

Page 6: ...Standard 2 0 vi Nortel Networks Symposium Agent...

Page 7: ...Planning and Engineering Guide 7 Chapter 1 Getting started In this chapter About this guide 8 Overview 9 Considerations for planning and engineering 9 System components 10 Technical Support 12...

Page 8: ...tion 11 81 PBX or DMS 100 or MSL 100 Symposium TAPI Service Provider for M1 Symposium Call Center Server or Symposium Express Call Center Server Symposium CompuCall TAPI Server or Symposium TAPI Drive...

Page 9: ...ranet not Internet zone to allow the use of the ActiveX control that provides the Help Table of Contents For instructions on browser security settings see the section called Running the Symposium Agen...

Page 10: ...application s or will you use Internet Information Server Which server will Symposium Agent uses as it s web server If you use Symposium Agent s server as your web server you may require a faster mach...

Page 11: ...with Service Pack 5 0 or higher or Windows 2000 Professional Microsoft Data Access Components MDAC DCOM from Microsoft TAPI 2 1 Remote Service Provider upgrade for Windows 95 clients Server Windows N...

Page 12: ...rt Introduction If you experience technical difficulties ensure that you have downloaded the latest Service Updates Performance Enhancement Packages PEPs and addenda for Symposium Agent You can downlo...

Page 13: ...Planning and Engineering Guide 13 Chapter 2 System configurations In this chapter Introduction 14 Standalone configuration 14 Coresident configuration 16 Symposium Agent switch connectivity 17...

Page 14: ...ent must not be installed on a Symposium Call Center Server This section provides the minimum hardware and software requirements for implementing a Symposium Agent system Standalone configuration List...

Page 15: ...the TAPI SP software Refer to the following documents to obtain guidelines for engineering the TAPI Server For Meridian 1 switch Refer to the Engineering and Capacity Rules for Windows NT using the Sy...

Page 16: ...Display 800 x 600 pixels Symposium Agent client agent workstation requirements The Symposium Agent client requirements are the same as for the standalone configuration Symposium Agent administration w...

Page 17: ...deployed with Symposium Call Center Server 1 1 or higher 1 5 is recommended or Symposium Express 1 0 X11 Release 23 or higher Symposium TAPI Service Provider for Meridian 1 Release 2 1 or higher When...

Page 18: ...telephones M5000 series Pots single line or M2000 series sets with IVD patch RIC88 on MSL09 DMS 100 switch Symposium Agent 2 3 can be connected to any DMS Centrex ACD environment with an Intelligent C...

Page 19: ...Planning and Engineering Guide 19 Chapter 3 Understanding server performance In this chapter Introduction 20 Key performance factors 20...

Page 20: ...Symposium Agent Server software reside on the same server as the Symposium TAPI Service Provider for M1 software or the Symposium TAPI Driver for ICM software when the number of Symposium Agent users...

Page 21: ...the Sybase database The following table provides the break points for the number of agents and the amount of RAM needed These configurations are the same for standalone or coresident server setups Se...

Page 22: ...the amount of storage space needed on the server as shown in the following example 16000 calls per hour 4 Kbytes 64000 Kbytes or 64 Mbytes You must monitor the storage space on the server Refer to the...

Page 23: ...Planning and Engineering Guide 23 Chapter 4 Understanding client features In this chapter Introduction 24 Client software features 24...

Page 24: ...gent client software includes the following features automatic software update user login browser softphone agentTelephony tabs agentTabs call rules runtime telephony control license management langua...

Page 25: ...he 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 direc...

Page 26: ...telephony data to web URLs represented by the browser tabs Telephony control Telephony control is provided by a Nortel Networks ActiveX Telephone Object nato exe and an ActiveX EXE component This com...

Page 27: ...Guide 27 Graphical user interface The browser uses a series of custom light weight Nortel Networks graphical user interface controls to achieve its unique look and feel These controls include pop up...

Page 28: ...Understanding client features Standard 2 0 28 Nortel Networks Symposium Agent...

Page 29: ...ppendix A CPU usage In this appendix Introduction 30 Load testing and data collection 31 Load test and hardware software configuration 32 CPU loading measurement data 33 CPU loading model 34 Summary 3...

Page 30: ...Networks Symposium Agent Introduction This appendix describes the performance testing that was performed on the Symposium Agent product and provides a model that was derived from these tests It furth...

Page 31: ...sting and data collection Symposium Agent test environment The following diagram illustrates the Symposium Agent test environment used for the testing as well as the transaction flow Network diagram f...

Page 32: ...80 Load generator Switch PII 400 MHz 256 M RAM PII 400 MHz 128 M RAM PII 400 MHz 128 M RAM PII 500 MHz 256 M RAM 4 Clients per host server Ameritec Load Box Meridian 1 Windows 2000 Symposium TAPI Ser...

Page 33: ...rived Note These calls were simple calls and had no other processing associated with them The log data for the SA server and TAPI server are summarized below in the first and second tables respectivel...

Page 34: ...e summarized in Table 1 Table 1 The equation for CPU estimation is given by BaseCPU CPU scale UCPU 3600 where is the no load CPU is the call rate in CPH and is the CPU cost per call in CPU Sec Scale i...

Page 35: ...as 0 75 1 33 0 56 Table 2 Example Calculate the CPU load on a PIII 500 MHz for both TAPI and Symposium Agent Server for a call rate of 30 000 CPH I Symposium Agent server BaseCPU CPU scale UCPU 3600...

Page 36: ...III 933 PII 400 0 68 from Table 2 10 0 68 0 3600 0172 0 30000 01 0 CPU U or 10 Summary This report represents an analysis of the Symposium Agent performance data For the simple calls used in the testi...

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Page 38: ...Agent Planning and Engineering Guide Nortel Networks 9701 Data Park Minnetonka MN 55343 USA Copyright 2001 Nortel Networks All Rights Reserved Product release 2 3 Document release Standard 2 0 Date J...

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