Nortel Symposium Web Center Portal, Руководство по установке и администрированию

Страница: 481 / 710

Installation and Administration Guide 481
July 2004 Troubleshooting
DTH pop-up dialog box does not appear
If the dialog box that indicates that there is an incoming transaction does not
appear or appears but is delayed, you should verify that
!
the TAPI server is running properly. For more information, refer to the
TAPI documentation.
!
the return call to queue setting is not too low in Symposium Call Center
Server. If it is too low, the transactions are returned to the queue before
Symposium Web Center Portal has a chance to present them to the agent.
!
the network is working properly.
!
Symposium Web Center Portal data is not staying too long on the TAPI
server and the switch. The DTH waits 20 minutes for a call to be connected.
The time the data stays on the TAPI server and the switch must be longer
than the time it takes for the DTH to connect to a call. You can solve this
problem by changing the call data lifespan on the TAPI server.
To change the call data lifespan for TAPI 2.3
1 From the Start menu, choose Programs
➝
Nortel Networks
➝
Symposium
TAPI Service Provider for M1
➝
Configure Database.
2 Click Preview Database.
Result: The Database Configuration window appears.
3 Click Provider.
4 Change the Call Data Life Span parameter to a higher value.
Accepting and declining a transaction
To avoid problems with the accept/decline dialog box, ensure that the features on
the switch and Symposium Call Center Server for Symposium Web Center
Portal agent phonesets do not change the status of the phoneset when the agent
answers the phone. For example, you must ensure that the Symposium Call
Center Server and the switch do not automatically change the status of the
phoneset to Not Ready or OnHold when the agent answers the phone. For more
information about configuring the switch and Symposium Call Center Server,
refer to the switch documentation and the Symposium Call Center Server
documentation.