Nortel Symposium Web Center Portal, Руководство по установке и администрированию

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Installation and Administration Guide 17
July 2004 Getting started
About Symposium Web Center Portal
Introduction
Symposium Web Center Portal Release 4.0 is part of Nortel Networks’
Symposium suite of applications. This product allows you to receive, route,
track, and respond to customer requests over the Internet.
Nortel Networks Symposium Web Center Portal is a client/server call center
application that expands call center e-mail capabilities to allow agents to view,
respond to, and track requests from the Internet. Unlike conventional e-mail
requests to a single e-mail account, Symposium Web Center Portal lists all of
your customers’ requests, and records all of your agents’ responses with the
initial request. This allows you to measure and control the volume of traffic from
the Internet. Supervisors and administrators can view real-time displays of call
center activities, as well as run historical reports.
You can use Symposium Web Center Portal with either Symposium Call Center
Server Release 4.2 with Service Update SU09 (NS040206SU09S) (or later) or
Symposium Express Call Center Release 4.2 with Service Update SU06
(NS040206SU06S) (or later).
For the purpose of this guide, all references to Symposium Call Center Server
also apply to Symposium Express Call Center unless it is explicitly stated
otherwise.
Symposium Web Center Portal features
Multiple ways to respond to your customers’ inquiries
Symposium Web Center Portal agents can respond to transaction requests
through a variety of media, including callback responses, e-mail, Internet text
chat, and form sharing. The agent desktop software for Symposium Web Center
Portal provides automation for these responses to eliminate repetitive actions,
such as addressing an e-mail or typing a common response in text chat. As a
result, it can reduce agents’ handling time, fatigue, and mistakes.