Installation and Administration Guide 203July 2004 Configuring Symposium Web Center Portal for e-mail and telephony integrationConfiguring the DTH and the TransactionMonitor parametersIntroductionThis section provides an overview of the DTH and Transaction Monitorparameters. It also provides instructions on configuring the settings for the DTHand the Transaction Monitor using the DTH & Transaction MonitorConfigurator.DTH settingsThe DTH scans the database for any new unprocessed web-based or e-mailtransactions. You can use the DTH & Transaction Monitor Configurator tochange the following DTH Service parameters:! Polling Interval – The time in seconds between the DTH database queries.Once polled, the transactions are sorted by the DTH priority and transactionID.! Number of Contacts Acquired – The maximum number of contactsacquired during one polling interval.Nortel Networks recommends that you keep the default value of 2 in theNumber of Contacts Acquired box. This ensures that one contact isacquired per skillset while the other contact is in a Queued state. If youwant to change this value, contact Nortel Networks.! Call Mode – Determines if the DTH is running in Drop or Keep mode. Ifyou are running in Drop mode, when an agent accepts a transaction, the callis dropped and the phone is set to the Not Ready state.With TAPI 3.0, a default activity code for the skillset is entered for the NotReady state. The activity code is a number that an agent enters on his or herphoneset during a call. Activity codes provide a way of tracking the timeagents spend on the various types of incoming calls. Activity codes are alsoknown as Line of Business (LOB) codes.If you are running in Keep mode, when an agent accepts a transaction, thephoneset stays active.
