Nortel Web Center Portal Reference Manual

Also see for Symposium Web Center Portal: Installation and administration guide

Nortel Web Center Portal Reference Manual Manual pdf 59 page image

Planning and Engineering Guide 59July 2004 Planning and engineeringPlanning the Dynamic Transaction HandlerIntroductionThis section describes the two modes that the Dynamic Transaction Handler(DTH) can use to present transactions to agents. By default, when you install theDTH, it is configured for the recommended mode, Keep Mode.Keep ModeIn Keep Mode, the DTH TAPI call remains in a connected state from the timethat the agent accepts the transaction to the time that the agent closes thetransaction, thus releasing the DTH TAPI line. While the call is connected, theDTH TAPI line is busy, and it is unavailable to the DTH to present newtransactions. When the agent closes the transaction, the DTH places a new callfor the next transaction.Nortel Networks recommends that you use Keep Mode, because it provides thebest reporting of agent activity. In real-time displays and reports, agent statusappears Active while the agent is handling the call. The line status shows asBusy; as a result, the agent does not receive other calls (PSTN or SymposiumWeb Center Portal transactions) while working on the transaction.Keep Mode requires more DTH TAPI lines than Drop Mode. Since a DTH TAPIline is kept occupied for the duration of an agent’s talk time or transactionservice time, you must have a DTH TAPI line for each active agent. If you havefewer DTH TAPI lines than available agents, you may encounter a call flowbottleneck resulting in calls not being presented to agents who are idle at thattime.Note: You cannot dedicate lines to particular skillsets.