Installation and Administration Guide 543July 2004 Symposium Web Center Portal telephony componentsSymposium Web Center Portal Agent thinclient and DTH applicationIntroductionThe DTH functionality allows the system to push web requests and e-mailrequests to agents using telephony-based methods. The thin client AgentInterface simplifies and shrinks the agent client, reducing the impact on theagent’s desktop environment. The thin client is based on Microsoft’s ActiveServer Page (ASP) technology.This section describes the flow of a transaction from the DTH to the PortalDesktop.General description of ACD blending! The DTH treats Symposium Web Center Portal transactions and AutomaticCall Distribution (ACD) telephony events as the same type of transaction(blended media on the desktop).! The DTH can place Symposium Web Center Portal web-based transactionsin the ACD queue by creating a TAPI call with attached data. This allowsSymposium Web Center Portal transactions to “blend” with ACD traffic forpresentation to the agent’s desktop.! The Symposium Web Center Portal HDX application sends a request forinformation. For more information, refer to the Scripting Information forSymposium Web Center Portal appendix in the Nortel NetworksSymposium Call Center Server Scripting Guide.! An event (either an ACD call or a Symposium Web Center Portaltransaction) can be presented to the agent when the agent’s phoneset islogged on and ready.! The Symposium Web Center Portal transaction is pushed to the agent’sdesktop web browser.! The agent uses the standard Symposium Web Center Portal user interfacepresented through Active Server Page technology.! The DTH is comprised of agent- and server-based components.
