Nortel Symposium Web Center Portal, Installation And Administration Manual, Page: 212 / 710

212 Nortel Networks Symposium Web Center Portal
Configuring Symposium Web Center Portal for e-mail and telephony integration Standard 2.0
The call is dropped after 20 minutes (1200 seconds).
For more information, refer to the Nortel Networks Symposium Call Center
Server Scripting Guide.
If you use the Symposium Call Center Server scripts to configure the Maximum
Queued Duration Time Out, the following events occur:
!
The Transaction Monitor service changes the status of the transaction from
Queued to New or Closed (depending on your settings in the DTH &
Transaction Monitor Configurator).
!
The TAPI call associated with the dropped transaction is pegged in the
Symposium Call Center Server statistics (under the Symposium Web
Center Portal application) as a disconnected call.
!
If the status of the dropped transaction is changed to New, then the DTH
Service may re-acquire the transaction and re-queue it to Symposium Call
Center Server.
Configuring the DTH Scheduler
The DTH Scheduler uses the DTH and skillset status information from the
server in Symposium Call Center Server to determine what contacts are queued
to Symposium Call Center Server.
The DTH Scheduler receives information about the status of the skillsets
(whether a skillset is In-Service or Out-of-Service). A skillset goes Out-of-
Service when either the last agent serving that skillset logs off or when the last
agent serving that skillset is placed on standby for that skillset (using a
scheduled agent to skillset assignment). When a skillset goes Out-of-Service, the
DTH no longer queues contacts associated with that skillset to Symposium Call
Center Server. When a skillset goes In-Service, the DTH begins to queue
contacts associated with that skillset to Symposium Call Center Server.
The DTH Scheduler functionality in Symposium Web Center Portal Release 4.0
provides you with two options for controlling calls from the DTH:
ATTENTION
The Symposium Call Center Server scripts must drop the
call before the Maximum Queued Duration time has
expired to prevent duplicate calls being presented to agents.