Nortel Symposium Web Center Portal, Installation And Administration Manual

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Installation and Administration Guide 223
July 2004 Configuring Symposium Web Center Portal for e-mail and telephony integration
Symposium Web Center Portal call flow in a network
Symposium Web Center Portal call flow with network skillsets
The call flow in a networked environment is similar to that for a single node
Symposium Web Center Portal. The flow for a call presented to a network
skillset is as follows:
1. A new contact arrives in Symposium Web Center Portal and a skillset is
assigned to it by the rules engine. In Drop Mode, the trunk call is dropped
as soon as the contact is accepted by a remote agent. In Keep Mode, the
trunk call is held up until the agent closes the contact.
2. The DTH generates a call from one of its TAPI lines to the Primary
Symposium Call Center Server node.
3. The call triggers a script, which sends an HDX query to Symposium Web
Center Portal for more information about the transaction.
4. Based on the response, the call is routed to a network skillset.
5. If a remote agent is available, Symposium Call Center Server reserves that
agent, and routes the call to the agent using Meridian1/Succession 1000
networking.
6. TAPI routes the associated Symposium Web Center Portal call data to the
remote site.