Nortel Symposium Web Center Portal, Installation And Administration Manual

Page: 204 / 710

204 Nortel Networks Symposium Web Center Portal
Configuring Symposium Web Center Portal for e-mail and telephony integration Standard 2.0
!
Maximum Queued Duration Time Out – This can be handled by either
the DTH component or by the Symposium Call Center Server scripts. For
more information, refer to “Configuring the Maximum Queued Duration
Time Out” on page 210.
!
Not Ready Reason Codes DTH Support – Determines whether you are
using Not Ready Reason codes with Symposium Web Center Portal. If Not
Ready Reason codes are implemented, these codes are entered into the
system every time an agent goes into the Not Ready state (for example,
when the agent accepts a transaction in Drop mode or when an agent opens
a transaction in the Workbook). The agents are not required to enter
anything into the telephone keypad. The activity code associated with the
multimedia skillset of the transaction (Open or Accepted) is pegged.
Notes:
!
Nortel Networks supports TAPI 3.0 with Symposium Web Center Portal.
!
The DTH refreshes the Skillset and Not Ready Reason code information
every 15 minutes. Therefore, any updates made to the Skillset or Not Ready
Reason code information in the DTH will take up to 15 minutes to take
effect.
DTH load balancing
The following is a list of requirements to prevent skillset starvation:
!
The number of TAPI Line devices available to the DTH must be equal to
the maximum number of active skillsets plus the maximum number of
active Symposium Web Center Portal agents.
If a multimedia call center has a maximum of three active skillsets and a
maximum of six active agents, then the DTH requires nine TAPI Line
devices to prevent skillset starvation when all the agents are logged on and
all the skillsets are active.
If a skillset goes out of service, any calls made by the DTH are not dropped
unless the Maximum Queued Duration is exceeded, in which case the
system administrator must configure the DTH or the Symposium Call
Center Server scripts to disconnect the call.
!
The DTH must be configured correctly.