Nortel Symposium Web Center Portal, Installation And Administration Manual

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222 Nortel Networks Symposium Web Center Portal
Configuring Symposium Web Center Portal for e-mail and telephony integration Standard 2.0
Node SCCS3
Notes:
!
The agents 2001, 2002, 2003, 2004, 3001, 3002, and 3003 are configured
for network skillsets MM_Sales and MM_Support on SCCS2 and SCCS3
respectively. You must create a second dummy configuration for each of
these agents, as Symposium Web Center Portal only pulls agent
information from SCCS1 through the OAM interface, thereby allowing
these agents to log on to the Symposium Web Center Portal Agent Interface
workbook and view their transactions.
!
In the above example, the skillsets assigned to an SCCS1 agent are the
skillsets they see on the workbook. Skillsets are determined by SCCS1.
!
The agent logon IDs must be unique within the network call center. For
example, you cannot have agent logon ID 4007 on two Symposium Call
Center Server nodes in a network.
!
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. In that case, you would need to
restrict the skillsets you assign agents to on SCCS1 and update the SCCS1
configuration as agents are moved about on SCCS2 and SCCS3.
MM_Support Network 2003, 2004
Skillset Skillset type Agents
MM_Sales Network 3001, 3002
MM_Support Network 3002, 3003
Skillset Skillset type Agents