Nortel Symposium Web Center Portal, Installation And Administration Manual

Page: 545 / 710

Installation and Administration Guide 545
July 2004 Symposium Web Center Portal telephony components
7. The Portal Desktop Monitor component monitors the ACD line using the
desktop TAPI component. When the call is offered on the agent’s phoneset,
the call offering event is processed and the call structure is examined to
determine if Symposium Web Center Portal-specific call data is attached.
Notes:
!
If the agent does not answer the phone, the normal ACD mechanisms
requeue the call to the next available agent. This does not have an effect on
the Symposium Web Center Portal transaction other than explicit ACD
functionality (which must be defined for customers in the Meridian ACD
and Symposium Call Center Server environments).
!
The customer should decide if forced answer is the appropriate action for
his or her particular business rules. Forced call answer has no effect on the
design and implementation of the components, only on minor portions of
the call flow. The implementation must allow for variable call flow to
function properly.
8. If there is Symposium Web Center Portal data attached to the call, the
Portal Desktop component determines what to do with the agent’s phone to
prevent more CTI events from occurring. A pop-up dialog box appears on
the agent interface. The agent can accept or decline the transaction.
9. Subsequently, portions of the call data are “posted” to the initial
Symposium Web Center Portal ASP. Active Server Pages provide a thin
client interface to Symposium Web Center Portal agent functionality. Call
data posted to the ASP allows the DTH component to automatically push
the page onto the agent’s desktop in his or her browser (Microsoft Internet
Explorer 5.5 or later is supported).
10. The agent processes the request. When the Request/Transaction is
completed, the TAPI Agent component makes the agent’s phone ready to
allow CTI events to occur again. At this time, the agent is ready to process
the next blended request or phone call, depending upon which event occurs
first.
11. The interaction with the agent and the Symposium Web Center Portal ASP
interface addresses the following possibilities for call flow: