Nortel Symposium Web Center Portal, Installation And Administration Manual

Page: 195 / 710

Installation and Administration Guide 195
July 2004 Configuring Symposium Web Center Portal for e-mail and telephony integration
Configuring the DTH for TAPI
Introduction
The Dynamic Transaction Handler (DTH) converts web-based transactions into
ACD calls. Symposium Call Center Server processes these calls, and blends
them with existing call center traffic. The DTH works in push mode: it scans the
Symposium Web Center Portal database at regular intervals for New and New
Reply web-based or e-mail transactions and pushes these transactions to the
agents.
You can configure the settings for the DTH using the DTH and Transaction
Monitor Configurator tool.
Symposium Web Center Portal generates calls to the specified CDNs or ACD
DNs controlled by Symposium Call Center Server or agents. Before you
configure the DTH, you must have configured each of the agent’s phonesets and
the TAPI Service Provider (on the TAPI server) for the Contact Center agents.
Follow the procedures in this section to configure the Dynamic Transaction
Handler (DTH).
Note: Before you begin, you must disable the Remote Access Auto Connection
Manager and Remote Access Connection Manager services on all of the TAPI
computers (clients and servers). For more information, refer to your Microsoft
documentation.
.
CAUTION
Risk of malfunction
Before you configure the DTH, you must ensure that you have
different passwords for your Local Administrator and your
Domain Administrator. If the Local Administrator and the Domain
Administrator have the same password, the DTH will not work
properly. For more information about passwords, refer to your
Windows documentation.