Nortel Agent Programmer's Manual

Also see for Agent: Supplementary guide Install guide

Contents

Getting Started with Symposium Agent Reporting Standard 2.046 Nortel Networks Symposium AgentOverviewThe Symposium Agent database is an open database that is accessible fromapplications that support Open Database Connectivity (ODBC) and StructuredQuery Language (SQL).The Symposium Agent administrator can configure the Symposium Agent clientwith three web page views of the reporting data found in the Symposium Agentdatabase. These web pages, referred to as agentTabs, are for call logs, ACDactivity logs, and call statistics. You can create your own reports for loginformation and call statistics using Crystal Reports or other applications that areODBC or SQL compliant.You can use the data in the database in several ways including:! Importing into a spread sheet for manipulation! Generating customized reports using report generation tools such as CrystalReports! Creating web based reports using server side scripting and database accessobjectsSkills you needIf you want to create reports of the call log and statistics data in a format otherthan those that appear on the web pages, you will need to have familiarity with thefollowing:! Crystal Reports or other reporting tool! Understanding of server-side scripting if creating a web based report! Structured Query Language (SQL)Storage durationThe duration for which statistics are stored in the Symposium Agent database isconfigurable through the Symposium Agent Administration web pages. See thehelp panels available through the Symposium Agent Administrator web pagesdetails.Type of data collectedStatistics are collected only if the Symposium Agent Call Monitor service isrunning on the SA server. The types of statistics collected include call informationand ACD agent activity. The call monitor service can be started from the services