Nortel Symposium Web Center Portal, Руководство по установке и администрированию

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216 Nortel Networks Symposium Web Center Portal
Configuring Symposium Web Center Portal for e-mail and telephony integration Standard 2.0
Configuring the Host Data Exchange service
Introduction
This section provides the procedure to configure the Symposium Web Center
Portal Host Data Exchange (HDX) Client.
The Symposium Web Center Portal HDX service allows the Symposium Call
Center Server scripting engine to look up information in the Symposium Web
Center Portal database to enable it to decide how to deal with contacts as they
enter the system. When a new contact enters the Symposium Call Center Server
system, the Symposium Call Center Server scripts query Symposium Web
Center Portal as to how to route the call, the HDX looks for routing information
in the Symposium Web Center Portal database based on the Call ID.
Note: When a New Reply to a Closed or Pending transaction is received by
Symposium Web Center Portal, the Agent ID of the last agent to deal with the
transaction is retrieved by HDX, allowing the Symposium Call Center Server
scripts to route the call directly to that agent. It is possible that when the New
Reply arrives, the agent who dealt with the transaction last time may not be
currently operating as a multimedia agent (for example, if he or she is logged on
to another skillset and handling voice calls only). In cases like this, the HDX
only returns the Agent ID if that agent is currently logged on to Symposium Web
Center Portal through the Portal Desktop. Otherwise, ‘-’ is returned to the
scripts, and the transaction is routed by skillset instead.
For example, you can configure the HDX parameters to route a contact to a
Symposium Web Center Portal agent with whom the customer has previously
dealt. For more information about HDX script integration with Symposium Web
Center Portal, refer to the
Nortel Networks Symposium Call Center Server
Scripting Guide.