Nortel Symposium Agent Reference Manual

Also see for Symposium Agent: Install guide

Nortel Symposium Agent Reference Manual Manual pdf 26 page image

Understanding client features Standard 2.026 Nortel Networks Symposium Agent! web pages for other vendorsí call center applications (such as Comverse callrecording, and Symon call center statistics)! customized call guides! others, as required by the customerCall information can be passed to these web pages. This allows easy constructionof web-based call guides that are customized for a call centerís needs. Differentpages can appear on the tab based on call state (offering, connected, idle), and allof the pages are passed call data (for example, IVR digits, calling line id, dialednumber).Call rules runtimeThe call rules runtime component is an ActiveX .EXE that is started by the loginprogram. It allows screen pops or other interactions with third-party softwarethrough a variety of mechanisms (keystroke macros, DDE, or OLE) whentelephone calls are made or received. The call rules runtime component is alsoresponsible for passing telephony data to web URLs represented by the browsertabs.Telephony controlTelephony control is provided by a Nortel Networks ActiveX Telephone Object(nato.exe) and an ActiveX .EXE component. This component is used by thebrowserís soft phone and by call rules runtime.License managementLicense management is accomplished with the aid of Globetrotterís FlexLMsoftware, which allows only a certain number of users to check out a feature atthe same time. The number of simultaneous users is defined in a license filegiven to the customer by Nortel Networks when Symposium Agent is purchased.In addition, hardware protection is employed (via a dongle on a license server).When a Symposium Agent user logs in, a feature is checked out. When aSymposium Agent user logs out, the feature is checked back in. While aSymposium Agent user is logged in, the license manager heartbeat is periodicallychecked.Language supportOne attribute of a user in the Symposium Agent database is preferred language.Text strings in the user interface of both the browser and call rules runtimeprograms appear in the logged-on userís preferred language.