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