Nortel Symposium Web Center Portal, Руководство по установке и администрированию

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172 Nortel Networks Symposium Web Center Portal
Installing and configuring agent PCs Standard 2.0
Overview
Symposium Web Center Portal Agent Interface is a browser-based application
that allows agents to receive multimedia customer inquiries. Agents can respond
to contacts by telephone or e-mail from the Agent Workbook. Agents can use the
Agent Workbook to view, sort, and select transactions; to log fax, mail, and
courier responses; and to maintain customer information.
The Portal Desktop component is an interface between the TAPI Client software
and the Agent Interface. You must install and configure the Portal Desktop on
every agent’s computer in the contact center to allow agents to use the Agent
Workbook.
Before you can use the Agent Workbook, make sure the agent PCs meet the
requirements found in the
Nortel Networks Symposium Portfolio Server and
Operating System Requirements Guide (P-2003-0381-Global) (provided on the
Partner Information Center web site) and in “Supported configuration” on page
30. You must also make sure that you follow the steps in the Portal Desktop
Checklist to ensure that you install and configure the Portal Desktop correctly
(see “Portal Desktop checklist” on page 536).
This chapter explains how to complete the following tasks:
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configuring the agent PCs for the TAPI Service Provider
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installing the Portal Desktop
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configuring the agent roaming feature
Note: For information about reporting by agent, refer to the Nortel Networks
Symposium Web Center Portal User Guide for Supervisors .