Nortel Symposium Web Center Portal, Installation And Administration Manual, Page: 224 / 710

224 Nortel Networks Symposium Web Center Portal
Configuring Symposium Web Center Portal for e-mail and telephony integration Standard 2.0
7. A pop-up window is presented as usual on the agent’s desktop, which the
agent accepts.
8. The transaction is presented to the agent and he or she works on it as
before.
Notes:
!
Any contacts routed to a network skillset consume a trunk between the two
nodes for the duration of the network contact. You can use Symposium Web
Center Portal in Drop Mode to reduce this overhead.
!
You must duplicate the addition or removal of agents on the remote
Symposium Call Center Server servers on the Primary node (the node on
which Symposium Call Center Server is connected to Symposium Web
Center Portal).
!
If you are using ITG cards as trunks with Voice Activity Detection enabled,
then only the network bandwidth for signaling is consumed on the WAN, as
the speech path is silent for these network contacts.
!
Symposium Web Center Portal cannot detect in advance of an attempt to
queue a contact if a given network skillset is Out of Service at all the nodes
in the network. Hence, Symposium Web Center Portal will queue a single
contact per network skillset even though there may be no agent in service
for that skillset.