Nortel Symposium Web Center Portal, Installation And Administration Manual

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220 Nortel Networks Symposium Web Center Portal
Configuring Symposium Web Center Portal for e-mail and telephony integration Standard 2.0
1. Ensure that TAPI Networking is set up at each of the sites that will have
multimedia agents, so that call data may be passed between sites.
Use the
Network TAPI/IVR Server tab of the TAPI Configurator to add the IP
address and Home Location Code (HLOC) of the local and remote sites.
For more information, refer to your TAPI documentation (
Network
Managers Guide for Symposium TAPI Service Provider for Succession,
release 3.0
, August 2003).
2. On Symposium Call Center Server, you must add all multimedia network
skillsets (network skillsets with the prefix MM_) at the NCC and replicate
them on each node. Use the Network Skillsets subsection of the
Symposium Call Center Server client to add the skillsets. For more
information, refer to the
Nortel Networks Symposium Call Center Server
Administrator’s Guide.
3. On Symposium Call Center Server, you must add the multimedia agents
already configured at the remote nodes to the Primary node, using either the
Classic Client or Symposium Web Client. You must also assign the
multimedia agents to the network skillsets defined above. These are dummy
agents, which are displayed as Not Connected at the Primary node.
Note: Adding the agents to the network skillsets, on the Primary node ensures
that Symposium Web Center Portal recognizes these agents and allows them to
log on to the system. It also allows the users on remote nodes to search for any
contact within the skillsets to which they are assigned and to view any
transactions in these skillsets through the Symposium Web Center Portal Agent
Interface workbook.
If you assign the agents to all of the multimedia skillsets and you have restricted
or sensitive information on a particular skillset, you may want to restrict agent
access to these skillsets.
4. On Symposium Call Center Server, change the Symposium Call Center
Server scripts so that contacts are queued to remote agents as well as local
agents. For more information, refer to your
Nortel Networks Symposium
Call Center Server Scripting Guide .
5. On Symposium Web Center Portal, disable the DTH Scheduler (see
“Configuring the DTH Scheduler” on page 212). A network skillset appears
as Out of Service at the Primary node if no local agents are logged on and
Symposium Web Center Portal will not attempt to queue any contacts to it.