Nortel Web Center Portal, Symposium Web Center Portal Reference Manual

297-2183-115

Nortel Networks Symposium Web Center
Portal

Planning and Engineering Guide

Product release 4.0/SU05 Standard 2.0 July 2004

Nortel Networks Symposium Web Center Portal

Planning and Engineering Guide

Publication number: 297-2183-115
Product release: 4.0
Document release: Standard 2.0
Date: July 2004

Copyright © 2004 Nortel Networks, All Rights Reserved

Information is subject to change without notice. Nortel Networks reserves the right to make changes
in design or components as progress in engineering and manufacturing may warrant.

The process of transmitting data and call messaging between the Meridian 1 and Symposium Web
Center Portal is proprietary to Nortel Networks. Any other use of the data and the transmission
process is a violation of the user license unless specifically authorized in writing by Nortel Networks
prior to such use. Violations of the license by alternative usage of any portion of this process or the
related hardware constitutes grounds for an immediate termination of the license and Nortel
Networks reserves the right to seek all allowable remedies for such breach.

*Nortel Networks, the Nortel Networks logo, the Globemark, Meridian, Meridian 1, Succession, and
Symposium are trademarks of Nortel Networks.

ADOBE, ACROBAT, and ACROBAT READER are trademarks of Adobe Systems Incorporated.

APACHE is a trademark of Apache Micro Peripherals, Inc.
MICROSOFT and WINDOWS are trademarks of Microsoft Corporation.
PCANYWHERE is a trademark of Symantec Corporation.
SYBASE is a trademark of Sybase, Inc.

Publication history

July 2004

November 2003

The Standard 2.0 version of the Nortel Networks Symposium
Web Center Portal Planning and Engineering Guide, Release

4.0, is released.

The Standard 1.0 version of the Nortel Networks Symposium
Web Center Portal Planning and Engineering Guide, Release

4.0, is released.

Planning and Engineering Guide v

Publication history Standard 2.0

vi Nortel Networks Symposium Web Center Portal

Contents

1 Getting started 9

About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

About Symposium Web Center Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Planning your Symposium Web Center Portal system. . . . . . . . . . . . . . . . . . 20

What’s new in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

2 Planning and engineering 23

Windows networking requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

System network configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

E-mail server requirements for Symposium Web Center Portal . . . . . . . . . . 30

Engineering the switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

TAPI requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Contact center planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

External Web server integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Planning the Dynamic Transaction Handler. . . . . . . . . . . . . . . . . . . . . . . . . . 59

TAPI license requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

DTH traffic model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Other parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Symposium Web Center Portal database and disk capacity. . . . . . . . . . . . . . 69

Symposium Web Center Portal Performance Tool. . . . . . . . . . . . . . . . . . . . . 72

A Telephony calculations 75

Using Erlang B . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Glossary 77

Index 87

Planning and Engineering Guide vii

Contents Standard 2.0

viii Nortel Networks Symposium Web Center Portal

Chapter 1

Getting started

In this chapter

About this guide 10
Skills you need 12
About Symposium Web Center Portal 13
Planning your Symposium Web Center Portal system 20
What’s new in this release 21

Planning and Engineering Guide 9

Getting started Standard 2.0

About this guide

Introduction

This guide includes the engineering guidelines that will help you to successfully
prepare for the installation of Symposium Web Center Portal.

Distribution of this guide

This document is available only in electronic Portable Document Format (.pdf)
file format on the documentation CD-ROM that is supplied with the Symposium
Web Center Portal Release 4.0/SU05 software.

You can view this guide online using Acrobat Reader, or you can print the guide
in whole or in part for individual use.

Related documentation

To install Symposium Web Center Portal, refer to the Nortel Networks
Symposium Web Center Portal Installation and Administration Guide.

To learn how to use the Agent Interface, refer to the following guides, which are
available on the documentation CD-ROM:

! Nortel Networks Symposium Web Center Portal Installation and

Administration Guide

! Nortel Networks Symposium Web Center Portal User Guide for Agents
! Nortel Networks Symposium Web Center Portal User Guide for Supervisors

Online Help

Symposium Web Center Portal Release 4.0/SU05 software provides the
following online Help:

! Symposium Web Center Portal Release 4.0/SU05 online Help for

administrators

! Symposium Web Center Portal Release 4.0/SU05 online Help for agents

10 Nortel Networks Symposium Web Center Portal

July 2004 Getting started

! Symposium Web Center Portal Release 4.0/SU05 online Help for

customers

Assumptions

This guide does not provide installation or configuration instructions for
Symposium Web Center Portal or any of the required third-party applications.
For instructions, refer to the documentation that comes with the applications.

Who should read this guide

This guide is intended for the following types of readers:

! system designers who are responsible for planning and provisioning a

Symposium Web Center Portal system

! engineers who are responsible for configuring the switch for Symposium

Web Center Portal

! administrators who are responsible for configuring TAPI for use with

Symposium Web Center Portal

Technical support

Nortel Networks provides support during the installation and configuration of
Symposium Web Center Portal, and answers questions about the operating
system requirements and pcAnywhere.

Planning and Engineering Guide 11

Getting started Standard 2.0

Skills you need

You must have knowledge of and experience with the following concepts and
applications to successfully install and configure Symposium Web Center
Portal:

! telephony concepts
! database concepts
! Internet and e-mail concepts and protocols
! Microsoft Windows and Microsoft Windows networking concepts
! your company’s network configuration
! Symposium Call Center Server or Symposium Express Call Center

concepts

! Nortel Networks TAPI configuration tools
! switch administration overlays and procedures

12 Nortel Networks Symposium Web Center Portal

July 2004 Getting started

About Symposium Web Center Portal

Introduction

Nortel Networks Symposium Web Center Portal is a client/server contact center
application that expands contact center capabilities to handle multimedia
contacts, including e-mails and web forms. Unlike a conventional e-mail system,
which directs e-mail contacts to a single e-mail account, Symposium Web
Center Portal directs them to a skillset, or a group of qualified agents. The
contact is then handled by the first available agent in the skillset. If more than
one agent is available, the contact is routed to the agent with the highest priority
for the skillset.

Symposium Web Center Portal provides enhanced routing, tracking, and
reporting of Internet transactions, which consist of the initial contact plus your
agents’ responses. It allows you to measure and control the volume of traffic
from the Internet. Supervisors and administrators can view real-time displays of
contact center activities and run historical reports.

The Agent Interface presents agents with a browser-based graphical user
interface. Symposium Web Center Portal agents can respond to contacts through
a variety of media, including callback responses, e-mail, Internet text chat, and
form sharing.

The Portal Desktop software provides an automated response feature to
eliminate repetitive actions, such as addressing an e-mail or typing a common
response in text chat. As a result, it can reduce agents’ handling time, fatigue,
and mistakes.

System components

Symposium Web Center Portal Release 4.0 consists of the elements shown in the
diagram on the following page. These elements are described in the following
sections.

Planning and Engineering Guide 13

Getting started Standard 2.0

Existing Call
Center Solution

Portal

Desktop

Portal

Desktop

DTH

Lines

Succession 1000

Symposium Web Center Portal

Meridian 1/

Switch

Symposium

TAPI
Server

CLAN

ELAN

Center
Server

DTH

Call

PSTN

Portal Server

OA&M

Telephone

Customer

External Web Server

Java Business

Objects

Web

Communications

Customer

Interface

Internet-based Customers

Web

Customer

Transaction

Agent Interface

Web

Monitor

Database

Administrator

Email Manager

SMTP

E-Mail Server

E-mail Transaction

E-mail

Customer

HDX Client

Portal

Rules

Engine

IMH

OMH

POP3

14 Nortel Networks Symposium Web Center Portal

July 2004 Getting started

Portal Server

The Symposium Web Center Portal server contains the following
subcomponents:

! Database—The component that stores all contact center data (including

e-mails, web requests, and all of the associated responses) in a structured
format.

! Agent Interface—A browser-based application that allows agents to receive

multimedia customer inquiries and e-mail messages from the Web. Agents
can respond to contacts by telephone or e-mail from the Agent Workbook.
Agents can use the Agent Workbook to view, sort, and select transactions;
to log fax, mail, and courier responses; and to maintain customer
information.

! Transaction Monitor—The component that tracks the transactions. A

transaction consists of the contact (the initial e-mail or web form) plus any
responses.

! Dynamic Transaction Handler (DTH)—The component that controls the

Phantom (virtual) TNs in the telephony switch through TAPI. The DTH
presents multimedia contacts to Symposium Call Center Server to queue,
route, and report on in the same way as Symposium Call Center Server
handles voice contacts.

! Operations, Administration and Maintenance (OA&M)—The interface that

allows Symposium Web Center Portal to access information in the
Symposium Call Center Server database, including configured agents,
supervisors, skillsets, and agent to skillset mapping.

! HDX client—The interface to the Symposium Call Center Server

component that allows multimedia contacts to be routed based on skillset,
preferred agent ID, and so on.

! Portal Administrator—The component that provides administrative and

management capabilities. It can be installed on the Symposium Web Center
Portal server or on both the Portal Server and a separate PC for remote
access.

! Email Manager—The component that connects to the e-mail server at

regular intervals to access all of the configured mailboxes. E-mails from the
customer are read from the e-mail server, processed, and then stored in the
database. It generates outgoing e-mails from the e-mail responses stored in

Planning and Engineering Guide 15

Getting started Standard 2.0

the database, and sends them to the e-mail server. The Email Manager
contains the following subcomponents:

! Rules Engine—The component that executes rules relevant to the e-mail

(based on To address, and so on). The rules determine the skillset to
which the contact is queued, as well as assigning priority.

! Inbound Message Handler (IMH)—The component that retrieves

inbound e-mails from the e-mail server and stores them in the
Symposium Web Center Portal database. The IMH connects to the e­mail server using the POP3 protocol; therefore, it supports any POP3­capable server, including Short Message Service (SMS) and fax servers.

Note: Release 4.0 SU05 supports connection to multiple servers on a
per-mailbox basis. (That is, for each mailbox, you can define the e-mail
server from which e-mails are retrieved.)

! Outbound Message Handler (OMH)—The component that logs on to

the e-mail server, using the SMTP protocol, and sends any outbound
automated responses.

Portal Desktop

This component provides the logon and telephony integration with the Agent
Interface.

External Web server

This component contains the following subcomponents:

! Java business objects—A Java API that writes contacts into the Symposium

Web Center Portal database, retrieves them from the database, and queries
their status. The Java API is detailed in a JavaDocs set distributed with the
Java archive (JAR) file containing the API.

! Web Communications—An optional component that allows agents and

customers to communicate using Internet text chat, push web pages to each
other, and share forms.

! Customer Interface—A component set up on the External Web server. The

Customer Interface consists of customized web pages that interact with the
Symposium Web Center Portal database. Sample Customer Interface pages
are provided with Symposium Web Center Portal.

16 Nortel Networks Symposium Web Center Portal

July 2004 Getting started

Processing multimedia contacts

Symposium Web Center Portal receives multimedia contacts through two
external interface points: the e-mail server and the External Web server.
Symposium Web Center Portal can present calls to Symposium Call Center
Server in two different modes: push mode (recommended) and pull mode.

E-mail server transactions

E-mail server transactions are retrieved from a POP3 capable e-mail server using
the Inbound Message Handler (IMH). The IMH runs at regular intervals. You
can configure the settings for the IMH (such as the time between intervals and
the number of e-mails retrieved from each mailbox during each run) through the
Portal Administrator.

The IMH logs on to the mailboxes on the e-mail server as listed in the Email
Manager. It parses e-mails in the mailboxes and stores them in the Symposium
Web Center Portal database. Any attachments associated with the e-mails are
stored in the Inbound attachment folder, as specified in the Portal Administrator.
Once an e-mail is successfully stored in the Symposium Web Center Portal
database, it is deleted from the e-mail server.

The IMH passes a received e-mail to the Symposium Web Center Portal rules
engine, which executes any rules relevant to the e-mail (based on the To address,
and so on) and invokes the Outbound Message Handler (OMH) to send any
necessary auto-responses.

Once the IMH process is complete, the OMH logs on to the e-mail server and
sends any automated outbound e-mails (auto-responses) through the SMTP
protocol.

External Web server transactions

Symposium Web Center Portal also receives contacts from the External Web
server through the Symposium Web Center Portal Java business objects. The
Java business objects provide a Java API, which allows contacts to be written
into the Symposium Web Center Portal database, retrieved from the database,
and then have their status queried.

Contacts received through the Java business objects are not passed through the
Rules Engine. The External Web server determines the skillset and priority
assigned to the contact.

Planning and Engineering Guide 17

Getting started Standard 2.0

A set of sample pages is distributed with Symposium Web Center Portal to
provide Java Server Pages (JSP) script examples of how a Web server can access
the Java business objects. You must have a web developer to create your own
web pages, with their own look, feel, and business logic.

Presentation to Symposium Call Center Server: push mode

Once the contacts are placed in the Symposium Web Center Portal database, the
DTH and the Transaction Monitor manage their presentation to Symposium Call
Center Server for routing to agents. The system performs the following tasks:

! At regular intervals, the DTH sorts new contacts in the database by

Transaction ID (the row number of the contact in the Transaction table of
the database) and Priority (assigned by the rules engine for e-mails and by
the web server business logic for web contacts).

! The contacts are pushed into the Symposium Call Center Server system

through calls originated from the Phantom TNs assigned to the DTH. They
are routed to a CDN, and then to scripting. At this point scripting may
invoke an HDX exchange to retrieve further routing information (such as
skillset, preferred agent ID, and so on) from the Symposium Web Center
Portal database. Based on this information, the contacts are routed to the
appropriate agents.

Note: HDX is not supported with Symposium Express Call Center.

! The Transaction Monitor tracks contacts that are routed to Symposium Call

Center Server. If their related Phantom calls are disconnected by
Symposium Call Center Server, the Transaction Monitor ensures that these
contacts are presented to Symposium Call Center Server again.

Push mode is the most efficient way of processing contacts.

Presentation to Symposium Call Center Server: pull mode

In pull mode, agents select transactions from the Agent Workbook; transactions
are not routed to them by Symposium Call Center Server. Pull mode can be used
in two ways:

! For pending transactions only. Agents work mostly in push mode, but can

pull contacts that are in a pending state—for example, when a customer
calls to follow up on the status of an e-mail. (This is the recommended
method for working with pull mode.)

18 Nortel Networks Symposium Web Center Portal

July 2004 Getting started

! For all transactions. The DTH is disabled, and agents use the Agent

Workbook to pull contacts from the list presented to them in the Workbook.
This list only contains the contacts assigned to skillsets to which the agents
belong.

For information about configuring Symposium Web Center Portal for push and
pull mode, refer to the Nortel Networks Symposium Web Center Portal
Installation and Administration Guide. For more information about using the
Agent Workbook in push and pull mode, refer to the Nortel Networks
Symposium Web Center Portal User Guide for Agents.

Integration with Symposium Call Center Server

The Symposium Web Center Portal system is integrated directly with
Symposium Call Center Server through the OA&M interface and (optionally)
through the Host Data Exchange (HDX). The OA&M interface allows
Symposium Web Center Portal to access the information in Symposium Call
Center Server about configured agents, supervisors, skillsets, and the mapping
of these users to skillsets. The HDX interface allows you to route calls to
different skillsets based on data such as skillset, preferred agent ID, and so on,
obtained from the Symposium Web Center Portal database.

Notes:

! HDX is not supported with Symposium Express Call Center.
! You can use Symposium Web Center Portal with either Symposium Call

Center Server 04.02.06 Revision 3 with SU09 (
later]) or Symposium Express Call Center 04.02.06 (or later).

Integration with TAPI

Symposium Web Center Portal is integrated with the TAPI server through the
Dynamic Transaction Handler (DTH). The DTH controls the Phantom (virtual)
TNs in the telephony switch through TAPI. The DTH presents multimedia
contacts to Symposium Call Center Server to queue, route, and report in the
same way as Symposium Call Center Server handles voice contacts. TAPI call
data identifies the Symposium Web Center Portal contact for the associated call.
The Portal Desktop then uses this data to route the contact to the appropriate
agent.

Note: You must use TAPI Service Provider 3.0.

NS040206SU09S [or

Planning and Engineering Guide 19

Getting started Standard 2.0

Planning your Symposium Web Center Portal
system

When you are planning your system, you must consider the following details:

! The platform requirements. For more information, refer to the Nortel

Networks Symposium Portfolio Server and Operating System Requirements
Guide (P-2003-0381-Global). This document is available on the Partner

Information Center (PIC) web site, in the location
Products by Brand (Documentation) / Symposium Web Center Portal

! The system network configuration. For more information, refer to “System

network configuration” on page 26.

! The e-mail server configuration and mailbox requirements. For more

information, refer to
Center Portal” on page 30.

“E-mail server requirements for Symposium Web

! The Meridian 1/Succession 1000 configuration requirements. For more

information, refer to

“Engineering the switch” on page 32.

Note: Unless otherwise specified, references to the Succession 1000 switch
also apply to the Succession 1000M switch.

! The skillset requirements for the system and routing requirements within

Symposium Web Center Portal and in Symposium Call Center Server
scripting. For more information, refer to

“Contact center planning” on page

54.

! Integration of the customer’s Web server with the Symposium Web Center

Portal Java business objects. For more information, refer to

“External Web

server integration” on page 58.

! The TAPI configuration of DTH lines (Phantom lines) and the Agent

Desktops. For more information, refer to

“TAPI license requirements” on

page 61.

! The server requirements depend on agent numbers and anticipated

transaction volume. Storage space must take into account the space
requirements for attachments to e-mails. For more information, refer to
“Symposium Web Center Portal database and disk capacity” on page 69.

20 Nortel Networks Symposium Web Center Portal

July 2004 Getting started

What’s new in this release

Introduction

This section provides an overview of the new features and enhancements to the
installation and administration of Symposium Web Center Portal Release 4.0.

New operating system

In Symposium Web Center Portal Release 4.0, the Portal server runs on the
Windows 2000 Server and Windows 2000 Advanced Server operating systems.
For more information, refer to the Nortel Networks Symposium Web Center

Portal Installation and Administration Guide.

New version of Sybase

Symposium Web Center Portal Release 4.0 uses Sybase 12.5. For more
information, refer to the Nortel Networks Symposium Web Center Portal

Installation and Administration Guide.

New TAPI requirements

Symposium Web Center Portal Release 4.0 requires that TAPI be installed on
every agent desktop to enable unified logon with Symposium Call Center Server.

Planning and Engineering Guide 21

Getting started Standard 2.0

22 Nortel Networks Symposium Web Center Portal

Chapter 2

Planning and engineering

In this chapter

Windows networking requirements 24
System network configuration 26
E-mail server requirements for Symposium Web Center Portal 30
Engineering the switch 32
TAPI requirements 43
Contact center planning 54
External Web server integration 58
Planning the Dynamic Transaction Handler 59
TAPI license requirements 61
DTH traffic model 63
Other parameters 67
Symposium Web Center Portal database and disk capacity 69
Symposium Web Center Portal Performance Tool 72

Planning and Engineering Guide 23

Planning and engineering Standard 2.0

Windows networking requirements

Introduction

Before you install Symposium Web Center Portal, your network administrator
must configure your Microsoft Windows network.

Simplest configuration

In the simplest configuration, the network administrator adds your Portal and
TAPI servers to the domain forest of the Portal Desktops.

Multiple-domain configuration

Optionally, the network administrator can put the Portal server, the TAPI server,
or both, into a different domain than the Agent Desktops. However, each of these
domains must have a two-way trust relationship with the others.

For example, if you have three domains, one containing your Portal Server, one
containing your TAPI server, and one containing your Agent Desktops, the
following conditions must be true:

! The Portal domain must have a two-way trust relationship with both the

TAPI and Agent Desktop domains.

! The TAPI domain must have a two-way trust relationship with both the

Portal and Agent Desktop domains.

! The Agent Desktop domain must have a two-way trust relationship with

both the Portal and TAPI domains.

A two-way trust relationship between two domains means that members of both
domains have access to the resources of the other domain without having to log
on to that domain. For example, in a two-way trust relationship between the
Portal and TAPI domains, members of the TAPI domain have access to the
resources of the Portal domain, and members of the Portal domain have access
to the resources of the TAPI domain. For more information, refer to the Network
Managers Guide for Symposium TAPI Service Provider and your Microsoft
Windows documentation.

24 Nortel Networks Symposium Web Center Portal

July 2004 Planning and engineering

Windows configuration checklist

When configuring the Microsoft Windows network, the network administrator
must complete the tasks in this checklist. For more information about
completing these tasks, refer to the Nortel Networks Symposium Web Center
Portal Installation and Administration Guide.

Configuration task

✓

Create a domain user for the DTH user.

Create a domain user for the uploads_user.

Configure the TAPI desktop.

Configure Agent Roaming.

Configure the SWCPlog folders.

Create user accounts for the Dashboard configuration and add
these accounts to the same user group as the Portal server and
Portal Agent Interface server.

Configure anonymous access to the Portal Agent Interface for a
upload_user.

Note: For more information about completing the tasks listed above, refer to
your Nortel Networks Symposium Web Center Portal Installation and

Administration Guide.

Planning and Engineering Guide 25

Planning and engineering Standard 2.0

System network configuration

Introduction

This section provides an overview of the Symposium Web Center Portal system
network configuration. For more information about configuring Symposium
Web Center Portal, refer to the Nortel Networks Symposium Web Center Portal

Installation and Administration Guide and the Nortel Networks Symposium
Portfolio Server and Operating System Requirements Guide.

Note: For more information about your system requirements, use the
Symposium Web Center Portal Release 4.0 Performance Spreadsheet (see
“Symposium Web Center Portal Performance Tool” on page 72).

Symposium Web Center Portal network configuration

The following illustration shows a sample Symposium Web Center Portal
network configuration:

26 Nortel Networks Symposium Web Center Portal

July 2004 Planning and engineering

Symposium Web Center Portal port requirements

The following diagram provides an overview of the TCP ports that are required
for Symposium Web Center Portal:

Portal

Desktop

Remote

Procedure

Call

Remote

Procedure

Call

RMIHTTP

Portal Server

Agent Interface

TAPI Server

Admin: 8000

Firewall

customer

Web

External Web Server

Tomcat/

JRun

IIS/

Apache

HTTPS HTTP

8100/8080

Customer-facing

Web pages

www

DB: 5005

DB: 5005

Database

Email Manager

SMTP POP3

E-Mail Server

DB Backup: 5001

DB Admin: 5005

Planning and Engineering Guide 27

Planning and engineering Standard 2.0

Portal Server ports

Port Description

5001 Used during a database backup

5005 Used for normal database access

Agent Interface ports

Port Description

HTTP (Port 80) Used for normal HTTP protocol access

RMI (Remote Method Invocation) The default port is 1099.

External Web Server ports

These ports include those used by Web Communications and Customer Interface
modules.

Port Description

HTTP Used for normal HTTP protocol access (8080 for Tomcat or 8100

for JRUN)

HTTPS Used for secure HTTP protocol access (usually 443)

5005 Used for normal database access

8000 Used to access Admin pages for the servlet engine used to run

Web Communications (either Tomcat or JRUN)

28 Nortel Networks Symposium Web Center Portal

July 2004 Planning and engineering

E-mail server ports

Port Description

110 Used for POP3 protocol access

25 Used for SMTP protocol access

TAPI ports

Port Description

135, 530, 1500, 2500,
Random >1024

Bandwidth recommendations

Nortel Networks recommends that the average CLAN utilization not exceed 30
percent of the total bandwidth. This includes all the traffic (even customer
traffic).

The e-mail server can be remote, but the latency and bandwidth of the
connection to these servers will mean slower throughput of the overall system.

Used for Remote Procedure Call (RPC)

Planning and Engineering Guide 29

Planning and engineering Standard 2.0

E-mail server requirements for Symposium
Web Center Portal

Introduction

This section provides an overview of the e-mail server requirements.
Symposium Web Center Portal pulls e-mail from any POP3 compatible e-mail
server. It polls the mailboxes at specified intervals.

Note: For more information about the e-mail server requirements, refer to your
e-mail server documentation. Contact your distributor for white papers about the
e-mail servers and Symposium Web Center Portal.

E-mail server configuration requirements

Before you configure your e-mail server for Symposium Web Center Portal, you
must ensure that it is POP3 compatible and that you have adequate network
bandwidth to retrieve e-mails, including their attachments (especially over a
WAN network).

You must consider the following items when you are configuring your e-mail
server:

! E-mails are stored in the e-mail server mailboxes. You must create a set of

mailboxes on the e-mail server, which will be polled by Symposium Web
Center Portal at regular intervals for e-mails. You can use your existing
mailboxes or create new mailboxes for Symposium Web Center Portal.
Each mailbox you create must have a unique Windows user name.

! The mailboxes must have logon credentials to allow them to be polled by

Symposium Web Center Portal.

! You can have multiple To addresses arriving into one mailbox. For more

information, see

“To address requirements” on page 31.

! You can configure the mailbox scanning interval (frequent scanning can

place an unnecessary load on your server). For more information, refer to
the Nortel Networks Symposium Web Center Portal Installation and

Administration Guide.

30 Nortel Networks Symposium Web Center Portal

July 2004 Planning and engineering

To address requirements

The number of mailboxes that you create on your e-mail server depends on how
you want to route e-mails into your system. The To address (inbox) is the contact
center’s e-mail address (such as [e-mail]). You can have one To
address or many To addresses. Each To address is associated with a skillset
through the rules engine. For more information, refer to the Nortel Networks
Symposium Web Center Portal Installation and Administration Guide and your
e-mail server documentation.

From address requirements

The server maintains a table that maps From addresses (outboxes) to skillsets.
When an agent sends an e-mail, the server checks the table to find the From
address associated with the agent’s skillset, and uses that address on the
outgoing e-mail.

When you configure the outbound mailboxes, keep in mind that

! Only one outbound mailbox is created for each skillset.
! Each mailbox can have multiple skillsets.
! You can map multiple mailboxes to each skillset through the Symposium

Web Center Portal Rules Administrator.

! Outbound mailboxes are set up automatically to match inbound mailboxes.

You can create a general mailbox account for outbound mail so that customers
see your reply coming from a mailbox name representing your company. For
more information, refer to the Nortel Networks Symposium Web Center Portal
Installation and Administration Guide.

Planning and Engineering Guide 31

Planning and engineering Standard 2.0

Engineering the switch

Introduction

This section provides an overview of the Symposium Web Center Portal switch
requirements.

Before you install the Symposium Web Center Portal components, you must
ensure that the switch is configured properly with

! Predictive Dialer TNs for use with the DTH
! agent phonesets configured with TAPI
! CDNs configured as route points for the DTH originating calls into scripts

This section provides samples of

! the configuration of Predictive Dialer TNs on the switch for use with the

DTH

! the setup of the agent TNs on the switch to allow TAPI control

Complete the checklists in this section to ensure that your switch meets all of the
requirements for Symposium Web Center Portal.

Supported switches

Symposium Web Center Portal requires one of the following switches:

! Meridian 1 Options 11, 51, 61, or 81
! Succession 1000

32 Nortel Networks Symposium Web Center Portal

July 2004 Planning and engineering

Supported switch software versions

The software release of either Meridian 1 or Succession 1000 that you require
depends on the version of Symposium Call Center Server or Symposium
Express Call Center that you plan to use. For more information about software
releases, refer to your call center documentation.

! X11 Release 25.40
! Succession 1000M, Release 3.0

Notes:

! Peripheral Equipment (PE) and Enhanced Peripheral Equipment

(EPE) are not supported on Succession 1000M, Release 3.0. You must use
Intelligent Peripheral Equipment (IPE).

! For instructions on how to configure your switch, refer to the

documentation provided with your switch.

Switch capacity

You can use the M1 Switch Capacity Spreadsheet to calculate call throughput
for the Meridian 1/Succession 1000 switch. (This spreadsheet is available from
the Partner Information Center web site.)

Note: You must treat each DTH line as an agent during switch capacity
planning.

Planning and Engineering Guide 33

Planning and engineering Standard 2.0

Configuring agent phonesets for TAPI control

Symposium Web Center Portal requires TAPI on all of the agent desktops to
allow the agent user interface to control the status of the phoneset. This
configuration is the same as the standard TAPI configuration for the agent
phoneset.

Meridian 1/Succession 1000 checklist for agent phonesets

When engineering agent phonesets (TNs) for use with TAPI, you must complete
the tasks in this checklist.

Meridian 1/Succession 1000 for the agent ✓

Create a TN entry for each contact center agent as per instructions
in the Symposium Call Center Server documentation.

Ensure that key 0 has ACD functionality. TNs can be configured
with a Symposium Web Center Portal-specific ACD queue or a
normal ACD queue used for both voice and media.

If you are enabling scheduled callback dialing, ensure that a
personal DN key is created on the contact center agent phoneset.

Enable Associated Set Assignment (AST) for the ACD key and
for one of the other personal DN keys.

Note: AST can only be configured on a maximum of two keys.

Ensure that IAPG is enabled.

Change the Class of Service (CLS) to AHA.

34 Nortel Networks Symposium Web Center Portal

July 2004 Planning and engineering

Sample agent phoneset configuration for TAPI

The following sample provides the switch configuration of the agent phoneset
configured for TAPI. You perform this setup on LD 11.

DES 8446
TN 017 0 00 09
TYPE 2616
CDEN 8D
CUST 0
AOM 0
FDN 8383
TGAR 1
LDN NO
NCOS 6
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST
SCPW
CLS CTD FBD WTA LPR MTD FNA HTA ADD HFD
MWA LMPN RMMD SMWD AAD IMD XHD IRA NID OLA VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LNA CNDD
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDD CFXD ARHD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHA
DDGA NAMA
DRDD EXR
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC
MCBN
CPND_LANG ENG
RCO 0
HUNT 8383
LHK 8
LPK 0
PLEV 02
SPID NONE
AST 00 08
IAPG 1
AACS YES
ACQ AS: TN,AST-DN,AST-POSID

Planning and Engineering Guide 35

Planning and engineering Standard 2.0

ASID 16
SFNB 1 2 3 4 5 6 9 10 11 12 13 15 16 17 18
19 22 24
SFRB 1 2 15
USFB 1 2 3 4 5 6 7 9 10 11 12 13 14 15
CALB 0 1 3 4 5 6 8 9 10 11 12
FCTB
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
DNDR 0
KEY 00 ACD 8710 0 4715
AGN
01 DWC 8710
02 AO6
03 TRN
04
05 NR
06MSB
07
08 SCR 8446 0
CPND
NAME Mark Smith
XPLN 27
DISPLAY_FMT FIRST,LAST
09 SCR 8476 0 MARP
CPND
NAME Paula Jones
XPLN 27
DISPLAY_FMT FIRST,LAST
10 ACNT
11 SCR 4305 0 MARP
12 ADL 16
13 CFW 4 8396
14 MWK 8383
15
DATE 30 APR 2004

36 Nortel Networks Symposium Web Center Portal

July 2004 Planning and engineering

Configuring Predictive Dialer TNs for use with the DTH

The Predictive Dialer TNs are used by the software to initiate calls by the DTH.
The DTH initiates calls into the switch to CDNs controlled by Symposium Call
Center Server. These calls have call-associated data that contains the transaction
ID of the contact from Symposium Web Center Portal. Symposium Call Center
Server scripts route these calls to the relevant skillsets and agents whereby the
Agent Interface uses the call associated data to pop the contacts on the agent
desktop.

Choosing where to create the Predictive Dialer TNs

This section provides guidelines on where to create Predictive Dialer TNs
depending on the type of switch you are using. The following sections describe
the methods to create a Predictive Dialer TN with minimal hardware deployment
for Meridian 1 Options 51/61/81, Meridian 1 Option 11, and Succession 1000
systems.

All supported switch types On all supported switch types, you can create
Predictive Dialer TNs for use by the DTH on

! any unit (units 0-31) in an unused IPE of a Succession 1000 or Meridian 1

switch

! the upper 16 units (units 16-31) of a slot populated by a Digital Line Card

(XDLC) in a Succession 1000 switch, Meridian 1 Option 11 switch, or
large system IPE shelf

Note: These are the only options available on an Option 11 or Succession 1000
system, but they provide alternative implementations for large systems (51/61/

81) where Network Loop resources are scarce.

When you configure the Predictive Dialer TNs you must configure the Class of
Service FLXA to prevent the audit routine of the switch from disabling the TN.
This audit routine would normally occur as there is no physical set connected to
the TN. Class of Service VCE is also required for units 16-31.

Planning and Engineering Guide 37

Planning and engineering Standard 2.0

Option 51/61/81 (only) If you are using the DTH on a large system, you can
create Predictive Dialer TNs on a Phantom Loop on a network loop card.

Note: The Phantom Loop consumes physical resources on the network loop
card, so you must take this into account when provisioning resources for the
system. For more information about Phantom Loops, refer to the information
about the Predictive Dialing feature in Succession 3.0 Software Features and
Services, Book 3 of 3 (N to Z), Standard 12.00, October 2003. (You can
download this document from www.nortelnetworks.com.)

In most cases the initial steps of the setup referred to in the Predictive Dialer
feature are complete, but you must configure the Phantom Loop in LD 17 (LD
97 if a Super Loop is used).

Once the Phantom Loop is configured, you can create the Predictive Dialer TN
on the Phantom Loop as described in the section that follows.

Meridian 1/Succession 1000 checklist for Predictive Dialer TNs

When engineering Predictive Dialer TNs for use with DTH, you must complete
the tasks in this checklist:

Note: Nortel Networks recommends that you set the TYPE for Predictive Dialer
TNs to 2616 and that they are not configured as ACDs.

Meridian 1/Succession 1000 ✓

Create Predictive Dialer TNs in LD11 with TYPE 2616.
Note: For more information about Predictive Dialer TNs, refer to

the Succession 3.0 Software Features and Services, Book 3 of 3 (N
to Z), Standard 12.00, October 2003.

Enable Associated Set Assignment (AST) for one of the personal
DN keys.

Ensure that IAPG is enabled.

Ensure that ITNA is set to YES to ensure that the switch is set up
for third-party applications (such as DTH).

Note: The default for ITNA is NO.

38 Nortel Networks Symposium Web Center Portal

July 2004 Planning and engineering

Meridian 1/Succession 1000 ✓

For units 16-31, set Class of Service to VCE.

On an Option 11 or where the TN is on a XDLC or an empty slot
on a large system

! The TNs used by the Symposium Web Center Portal DTH

require a slot in the back plane. (A physical line card need not
be present in the slot.)

! You can create up to 32 TNs for the Symposium Web Center

Portal DTH in any given slot.

! Prevent the audit routine from disabling the slot. (You can do

this by setting the Class of Service to FLXA.)

On a larger switch, create the Predictive Dialer TNs in a network
loop that supports phantom TNs.

For more information, refer to the documentation for your switch.

Planning and Engineering Guide 39

Planning and engineering Standard 2.0

Meridian 1/Succession 1000 ✓

Download the switch configuration information to the
configuration text file. This text file is imported into the TAPI
server database. This file contains the following information:

Overlay Program
Type
Description

Overlay 20 (LD 20)
TNB
List all used Terminal Number Blocks

Overlay 21 (LD 21)
RDB
List Route Data Blocks (Customer number and route

number)

Overlay 23 (LD 23)
CDN
List all Control Directory Number blocks

configured within the switch.

Retrieve the following information:

! switch ID
! auxiliary ID
! switch release

40 Nortel Networks Symposium Web Center Portal

July 2004 Planning and engineering

Sample configuration of a Predictive Dialer TN for use with the DTH

The following sample provides the switch configuration of a Predictive Dialer
TN for use with DTH. You perform this setup in LD11.

DES TAPI
TN 021 0 00 17
TYPE 2616
CDEN 8D
CUST 0
AOM 0
FDN
TGAR 1
LDN NO
NCOS 2
SGRP 0
RNPG 0
SCI 0
SSU
XLST
SCPW
CLS CTD FBD WTA LPR MTD FND HTD ADD HFD
MWD LMPN RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LND CNDD
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDD CFXD ARHD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXA FTTC MCBN

CPND_LANG ENG
HUNT
PLEV 02
AST 00
IAPG 1
AACS YES
ACQ AS: AST-DN
ASID 16
SFNB 1 2 3 4 5 6 11 12 13 18 22 24
SFR
USFB 1 2 3 4 5 6 7 9 10 11 12 13 14 15
CALB 0 1 3 4 5 6 8 9 10 11 12

Planning and Engineering Guide 41

Planning and engineering Standard 2.0

FCTB
ITNA YES
DGRP
DNDR 0
DTMK
KEY 00 SCR 7980 0 MARP
01 TRN
02 AO6
03
04
05
06
07
08
09
10
11
12
13
14
15
DATE 30 APR 2004

Meridian 1/Succession 1000 CDN requirements

Ensure that the correct number of Symposium Web Center Portal CDNs were
created to support the Symposium Web Center Portal DTH calls.

Note: If CDN resources are scarce, instead of creating a large number of CDNs
to accommodate Symposium Web Center Portal, you can create Phantom TNs.
(Phantom TNs consume fewer resources.) You can set these Phantom TNs to
default call forward calls to a single Symposium Web Center Portal CDN. In the
Symposium Call Center Server scripts, you perform a test against the CDN
value rather than against the Dialled DN.

Note: For more information about the number of required Predictive Dialer TNs,
refer to

“TAPI license requirements” on page 61.

42 Nortel Networks Symposium Web Center Portal

July 2004 Planning and engineering

TAPI requirements

Introduction

Follow the procedures in this section to validate the operation of the TAPI server
for Symposium Web Center Portal agent operation. Nortel Networks supports
TAPI 3.0. For more information about TAPI 3.0, refer to the Network Managers
Guide for TAPI Service Provider for Succession, Release 3.0, August 2003.

TAPI M1/Succession requirements

! TAPI 3.0 requires X11 Release 25.40 (or later) or Succession 1000M

Release 3.0 (or later).

! Ensure that the security (SECU) setting on the switch in LD 17 is set to

YES. For more information, refer to your TAPI documentation.

API commands for TAPI

Once you configure your TAPI lines, you can use the information in this section
to test your lines. You can use the TAPI32 Browser debugging tool provided by
Microsoft to get a list of TAPI API commands.

Your system administrator can use the TAPI API commands described in this
section to validate the operation of the TAPI lines for the Symposium Web
Center Portal agents in their contact center. The table below describes the TAPI
API commands.

TAPI API Description

LineGetAddressCaps Given a particular address on a line

device, calling this API returns its
capabilities. For more information, refer
to

“To retrieve address information” on

page 49.

LineGetAgentStatus Returns the current status of an agent.

Planning and Engineering Guide 43

Planning and engineering Standard 2.0

TAPI API Description

LineGetDevCaps Given a particular line device calling,

this API returns its capabilities and
provides information about the switch,
the provider, the line name, and the
number of addresses on this line.

lineMakeCall Given a particular line device, calling

this API initiates a call to a specified
number.

LineGetCallInfo Given a particular call on a line device,

calling this API returns information on
that call.

lineGetNewCalls Given a particular line device, calling

this API returns Call Handles for which
the application was previously not
aware.

44 Nortel Networks Symposium Web Center Portal

July 2004 Planning and engineering

To configure the TAPI Browser

1 Log on to the TAPI server as the Local Administrator.
2 Navigate to ../M1Server/Tools, and then double-click TB20W.exe.

Result: The TAPI32 Browser window appears.

3 From the Options menu, ensure that both Auto-deallocate idle monitored

calls and Auto-deallocate idle owned calls are checked.

Planning and Engineering Guide 45

Planning and engineering Standard 2.0

To set the default values for the TAPI API commands

1 On the TAPI server, navigate to ../M1Server/Tools, and then double-click

TB20W.exe.

2 On the Options menu, click Default values.

Result: The Default values window appears.

3 In the Parameters box, click line: dwMediaMode.

Result: The Bit flags area of the window appears.

4 In the Bit flags box, select INTERACTIVEVOICE.
5 Click OK.

46 Nortel Networks Symposium Web Center Portal

July 2004 Planning and engineering

6 In the Parameters box, click line: dwPrivileges.
7 In the Bit flags box, select MONITOR and OWNER.
8 Click OK.

Result: The TAPI Browser configuration is complete.

To initialize TAPI

1 On the TAPI server, navigate to ../M1Server/Tools, and then double-click

TB20W.exe.

2 Double-click lineInitailizeEx.

To test the TAPI lines

1 On the TAPI server, navigate to ../M1Server/Tools, and then double-click

TB20W.exe.

2 Double-click Open all lines.

Result: A window like the one below appears.

Planning and Engineering Guide 47

Planning and engineering Standard 2.0

3 For more information about one of the lines, double-click the line device (in

the middle pane).
Result: A window like the one below appears.

The information displayed contains the name of the provider and the name
of the line device.

The following example shows the information returned about a Nortel
Networks Terminal Number:

48 Nortel Networks Symposium Web Center Portal

July 2004 Planning and engineering

To retrieve address information

TAPI is able to monitor two addresses per line device. To retrieve address
information, perform the following procedure:

1 In the TAPI Browser window, select the line device to get information about

each of the specific addresses.

2 Select the Param check box, and then scroll through the API lines in the

left-hand column and double-click the API lineGetAddressCaps.
Note: You must type the device ID entered for this particular API in Hex

format (for example, if the device ID is 10 in the list, you must enter A for
this API).

Result: The information returned from the API contains the Posn ID key or
DN key on the particular address. Nortel Networks provides custom
information in the parameter dwDevSpecific. If this parameter has a value
of 1, the particular address on this device is for an ACD key, and if the value
is 0, the address is a Single Call Ringing (SCR) or Single Call Not-Ringing
(SCN) key.

Note: It is not necessary to perform this task on every TN returned from the
TAPI server. The TAPI Desktop Monitor performs this check as part of its
initialization process. Nortel Networks recommends that you test a random
sample of the agent TNs.

Planning and Engineering Guide 49

Planning and engineering Standard 2.0

Other information returned by this API call includes the maximum number
of active calls on an address (dwMaxNumActiveCalls), the maximum
number of calls on hold (dwMaxNumOnHoldCalls), the maximum number
of calls on hold pending transfer (dwMaxNumOnHoldPendingCalls), and
the maximum number of parties allowed on a conference.

To obtain the status of an agent

1 In the TAPI Browser window, select the line device for the agent.
2 Retrieve the address information and analyze the results of the

dwDevSpecific field to confirm that an address on this particular line device
supports ACD functionality. (For more information about retrieving
information, see

3 Select the Param check box.
4 Scroll through the API lines in the left-hand column, and then double-click

the API “lineGetAgentStatus.”

“To retrieve address information” on page 49.)

50 Nortel Networks Symposium Web Center Portal

July 2004 Planning and engineering

To determine how many applications have opened a particular line

1 In the TAPI Browser window, select the line device in question.
2 Scroll through the API list in the left-hand pane, and then double-click

lineGetLineDevStatus.
Result: The parameter dwNumOpens indicates how many third-party

applications have opened this line. The information held within each of the
APPINFO structures contains information regarding each of the registered
applications.

Example: In the following example, two separate applications have opened
this particular line. The first structure, APPINFO[0], contains information
about the TB20W.exe application running on the SWCP4-TAPI computer.
This application has a TAPI-friendly name of TAPI Browser and is running
under the Administrator logon ID.

The second structure, APPINFO[1], contains information about an
application running on the SWCP4-WIN2K-AG1 computer.

To make a call from the TAPI Browser

1 Log on to the TAPI server as the Local Administrator.
2 Navigate to ../M1Server/Tools, and then double-click TB20W.exe.
3 Ensure that the Param check box is selected.

Planning and Engineering Guide 51

Planning and engineering Standard 2.0

4 In the left-hand column, double-click lineMakeCall.

Result: The lineMakeCall window appears.

5 In the Parameters box, select lpszDestAddress.
6 In the Value box, type the number you want to dial.
7 Click OK.

Result: The TAPI Browser window relays the status of the call from

Proceeding to Connected.

52 Nortel Networks Symposium Web Center Portal

July 2004 Planning and engineering

To get information about the call

Under the line device in the middle column, double-click the active call.

Result: The information about the call appears in the pane on the right.

To determine if there are calls on a device

If a call is presented to a device, and then you open the TAPI Browser, the TAPI
Browser does not give you any information on the call.

1 In the middle pane, select the line device and then scroll through the API

list in the left-hand column.

2 Double-click the API lineGetNewCalls to retrieve the call information.

Result: If there is a call on this line device, the result in the right-hand

column will return the call ID. Under the line device in the middle column, an
entry is listed for the active call.

3 Double-click the call to get its information. This can also be performed by

selecting the call in the middle column, scrolling through the list of APIs in
the left-hand column, and then double-clicking lineGetCallInfo.

In the example above, the call highlighted is actually a Symposium Web
Center Portal call created by the DTH service. The call-associated data is
“2472:Drop,” which indicates the Transaction ID is 2472 and the DTH is
operating in Drop Call mode.

Planning and Engineering Guide 53

Planning and engineering Standard 2.0

Contact center planning

Introduction

Before you install Symposium Web Center Portal, you must ensure that the
Symposium Call Center Server or Symposium Express Call Center system is set
up properly to work with Symposium Web Center Portal. You can use
Symposium Web Center Portal with Symposium Call Center Server 04.02.06
Revision 3 with SU09 (
Call Center 04.02.06 (or later).

Note: Symposium Express Call Center does not support HDX.

Symposium Call Center Server requirements

NS040206SU09S [or later]) or Symposium Express

Your Symposium Call Center Server setup must meet the requirements listed in
the checklist below. For more information about configuring Symposium Web
Center Portal, refer to the Nortel Networks Symposium Web Center Portal

Installation and Administration Guide

Symposium Call Center Server requirements ✓

(Optionally) Ensure that the Host Data Exchange (HDX) service is
running. (You can verify this by ensuring that the TFA_Service and
Name Service are started in the Windows Service Control Panel.)

Note: HDX is only available if your Symposium Call Center Server
has CCS 200 level software running. If you do not use HDX, you
must route every skillset to a CDN. This allows you to route to
different skillsets.

In the network settings on the Symposium Call Center Server, ensure
that the CLAN network adapter is named before the ELAN adapter.
If the ELAN is named before the CLAN, the Symposium Web Center
Portal HDX service may fail to connect. For more information, see
“To verify the CLAN settings on your Symposium Call Center
Server system” on page 56.

.

54 Nortel Networks Symposium Web Center Portal

July 2004 Planning and engineering

Symposium Call Center Server requirements ✓

Ensure that the OAM service is running. (You can verify this by
ensuring that the OAM service is up in the System Monitor window
on Symposium Call Center Server or by ensuring that the
OAM_Service is started in the Windows Service Control Panel.)

Retrieve the site name of the server in Symposium Call Center
Server.

Note: This value is case-sensitive.

Retrieve the server name of Symposium Call Center Server.

Retrieve the version of Symposium Call Center Server.

Retrieve the port number used by the Visibroker Name service on
Symposium Call Center Server. You can verify this by performing
one of the following tasks:

! If you are unsure of the current port being used, open the

HDX.properties file
(D:\nortel\vbrt51\properties\HDX.properties) in Notepad. The
line vbroker.se.iiop_tp.scm.iiop_tp.listener.port indicates the
port number being used.

! If you are using the IOR file rather than the Naming Service,

retrieve the IOR file.

For more information, refer to the Nortel Networks Symposium Web
Center Portal Installation and Administration Guide.

Ensure that all Multimedia Contact Center Agent accounts are
created in Symposium Call Center Server.

Ensure that the Symposium Web Center Portal specific CDNs are
acquired by Symposium Call Center Server.

Ensure that the Symposium Web Center Portal agent phonesets are
acquired by Symposium Call Center Server.

Planning and Engineering Guide 55

Planning and engineering Standard 2.0

Symposium Call Center Server requirements ✓

Ensure that the Symposium Web Center Portal specific skillsets are
created. These skillsets must have “MM_” as the first three
characters in their name. For more information, refer to the Nortel

Networks Symposium Call Center Server Scripting Guide.

Ensure that the Symposium Web Center Portal scripts are installed,
created, validated, and tested following the normal Symposium Call
Center Server scripting guidelines. For more information, refer to the

Nortel Networks Symposium Call Center Server Scripting Guide.

To verify the CLAN settings on your Symposium Call Center Server
system

1 Choose Start ➝ Settings ➝ Control Panel ➝ Network and Dialup

Connections.

2 From the Advanced menu, choose Advanced Settings ➝ Adapters and

Bindings.

3 Ensure that the network card corresponding to the CLAN is listed before

that of the ELAN.

4 If you must move the CLAN, highlight the CLAN and move it up with the

arrows.

5 If you make any changes, you must restart the server. For more

information, refer to your Symposium Call Center Server documentation.

Symposium Express Call Center requirements

Symposium Express Call Center server-controlled CDNs are used to queue and
route web calls to the appropriate skillset, and thereby, to the appropriate agent.
To achieve this, you must ensure your system meets the following requirements:

! The CDNs must be mapped in the Symposium Web Center Portal

administration section of the Symposium Web Center Portal Agent setup.

! The CDNs associated with Symposium Web Center Portal skillsets are

controlled by Symposium Express Call Center and its scripts. Calls routed
to this CDN must be evaluated.

56 Nortel Networks Symposium Web Center Portal

July 2004 Planning and engineering

! The Symposium Express Call Center setup must allow for proper routing of

both voice calls and web calls. Since Symposium Express Call Center
scripts are generated automatically after setup, and cannot be edited, you
must map call flows for both types of calls before setting up Symposium
Express Call Center. You do not route both types of calls in the same way.

For more information, refer to your Symposium Express Call Center
documentation.

Planning and Engineering Guide 57

Planning and engineering Standard 2.0

External Web server integration

Before you install the Symposium Web Center Portal components on the
External Web server, you must consider the following:

! The firewall configuration in relation to the port connections between the

External Web server and the Portal server. For more information, refer to
“Symposium Web Center Portal port requirements” on page 27.

! Web traffic estimates (including LAN traffic).
! Symposium Web Center Portal provides a sample Customer Interface. You

must have a web designer modify and integrate your web site to allow
transactions to enter Symposium Web Center Portal. (For more
information, refer to the Nortel Networks Symposium Web Center Portal

Installation and Administration Guide.)

58 Nortel Networks Symposium Web Center Portal

July 2004 Planning and engineering

Planning the Dynamic Transaction Handler

Introduction

This section describes the two modes that the Dynamic Transaction Handler
(DTH) can use to present transactions to agents. By default, when you install the
DTH, it is configured for the recommended mode, Keep Mode.

Keep Mode

In Keep Mode, the DTH TAPI call remains in a connected state from the time
that the agent accepts the transaction to the time that the agent closes the
transaction, thus releasing the DTH TAPI line. While the call is connected, the
DTH TAPI line is busy, and it is unavailable to the DTH to present new
transactions. When the agent closes the transaction, the DTH places a new call
for the next transaction.

Nortel Networks recommends that you use Keep Mode, because it provides the
best reporting of agent activity. In real-time displays and reports, agent status
appears Active while the agent is handling the call. The line status shows as
Busy; as a result, the agent does not receive other calls (PSTN or Symposium
Web Center Portal transactions) while working on the transaction.

Keep Mode requires more DTH TAPI lines than Drop Mode. Since a DTH TAPI
line is kept occupied for the duration of an agent’s talk time or transaction
service time, you must have a DTH TAPI line for each active agent. If you have
fewer DTH TAPI lines than available agents, you may encounter a call flow
bottleneck resulting in calls not being presented to agents who are idle at that
time.

Note: You cannot dedicate lines to particular skillsets.

Planning and Engineering Guide 59

Planning and engineering Standard 2.0

Drop Mode

If you cannot support the DTH TAPI lines required for Keep Mode, you can use
Drop Mode. In Drop Mode, the DTH selects an idle DTH TAPI line and makes a
call to Symposium Call Center Server. The scripts in Symposium Call Center
Server route the call to an available agent. A dialog box appears on the agent’s
screen, allowing the agent to accept or decline the offered call. If the agent
declines the call, it is returned to the Symposium Call Center Server queue, and
the DTH does not release the line. If the agent accepts the call, the DTH TAPI
line is released, and the line is made available for the next call. In this mode,
Symposium Web Center Portal can operate efficiently without a DTH TAPI line
for every agent.

Drop Mode requires fewer DTH TAPI lines than Keep Mode. (For a calculation
of the number of lines required to minimize the amount of time an incoming
contact waits before being presented to an agent, see
requirements” on page 62.) However, reporting of agent status is less accurate in
this mode.

“Drop Mode license

In Drop Mode, the phoneset is placed into the Not Ready state when the agent
accepts the call, and remains in Not Ready state until the agent completes the
transaction and presses Ready on the desktop or the phoneset. (The Not Ready
state prevents the agent from receiving other calls.)

If your contact center has implemented Not Ready Reason codes, the agent
appears as Not Active in the Symposium Call Center Server Real-Time Displays
(RTDs) after the line is released. In the historical reports, the Not Ready Reason
codes indicate that the agent is in the Not Ready state.

60 Nortel Networks Symposium Web Center Portal

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TAPI license requirements

Introduction

Two types of TAPI licenses are required for Symposium Web Center Portal:

! Licenses required for multimedia-enabled agents.
! Licenses required for DTH TAPI lines.

The total number of TAPI licenses required for the Symposium Web Center
Portal system is the sum of the licenses required to satisfy these two separate
needs.

Multimedia-enabled agent license requirements

Multimedia-enabled licenses require a TAPI license for every agent who is
multimedia enabled. For example, if you have a contact center with 1000 agents,
100 of which will be blended agents (for example, capable of receiving voice
and multimedia contacts), then 100 TAPI licenses are required for those agents.

DTH TAPI license requirements

You must take the DTH Mode (Keep or Drop) into account when determining
the number of licenses required for the DTH.

Keep Mode license requirements

In Keep Mode, the number of DTH TAPI licenses is determined by the number
of multimedia contacts that is required to be presented to agents simultaneously
plus the number of skillsets that those contacts are to be presented across.

DTH TAPI Licenses

= Number of concurrently active agents
+ number of skillsets

For example, if you have 100 multimedia agents, but only 30 of them need to be
active simultaneously, within 10 skillsets, then a minimum of 40 DTH TAPI
lines (and hence licenses) are required to guarantee non-blocking of the DTH to
ensure that all of the agents are active.

Planning and Engineering Guide 61

Planning and engineering Standard 2.0

Similarly, if all 100 multimedia agents are required to handle multimedia
contacts at the same time, across the same 10 skillsets, then 110 DTH lines
would be required and hence 110 TAPI licenses required. This number of
licenses should be added to the number of multimedia-enabled agents to
determine the total number of licenses you require.

Drop Mode license requirements

The number of DTH TAPI licenses required for Drop Mode is determined by the
Agent Utilization or Grade of Service as described in the following sections. Use
the information in these sections to determine the number of DTH lines that you
require for a given number of agents and a given of Grade of Service.

62 Nortel Networks Symposium Web Center Portal

July 2004 Planning and engineering

DTH traffic model

Introduction

This section provides information about the DTH traffic model and traffic
parameters.

The following assumptions are used to develop the traffic model:

! Traffic calculation models are for existing voice call centers and new

multimedia contact centers.

! The Customer Web server is Microsoft IIS or Apache.
! The Dynamic Transaction Handler (DTH) polls the database every 5

seconds.

! The IMH polls the e-mail server every minute.
! The real-time displays are not used.
! The DTH can support a high number of outbound lines (limited by DTH

traffic capacity).

! The LAN bandwidth is 10/100 Mbps.

Traffic parameters

A customer can interact in a variety of ways with the Symposium Web Center
Portal-enabled contact center. Methods of contact can include PSTN/voice, web
forms, and e-mail. Symposium Call Center Server, Symposium Express Call
Center, M1/ACD, and Nortel Networks IVR are capable of handling the PSTN/
voice traffic.

Symposium Web Center Portal traffic is divided into real-time and non-real-time
components. For example, web forms that require immediate response are real­time in nature, whereas e-mails are non-real-time. Traffic characteristics affect
the traffic model and dictate the resource requirements, such as human agents,
DTH outbound lines, and so on.

The DTH prioritizes transactions based on skillsets and response type
(immediate callback, scheduled callback, and so on).

Planning and Engineering Guide 63

Planning and engineering Standard 2.0

Steady-state Transaction Arrival rate

Steady-state Transaction Arrival rate is the average rate of form or e-mail
arrivals to the Symposium Web Center Portal system. The transaction arrival rate
is measured in transactions per hour and refers to steady-state rates and not to
burst traffic.

Agent Service Time

Agent Service Time is the average time it takes an agent to process a transaction.
This includes the agent/client Post Processing Time, which is the time an agent
remains unavailable to handle another transaction after a transaction is
completed. It is usually the time taken to carry out administrative tasks relating
to a transaction.

DTH lines for Keep Mode traffic

In Keep Mode, the number of DTH lines is determined by the number of
multimedia contacts that is required to be presented to agents simultaneously
plus the number of skillsets that those contacts are to be presented across.

DTH Lines

= Number of concurrently active agents
+ number of skillsets

DTH lines for Drop Mode traffic

In Drop Mode, a DTH line is dropped once an agent has accepted the new
transaction pushed from the DTH. This operation takes approximately 2
seconds. To calculate resource utilization in Centi-Call-Seconds (CCS) for Drop
Mode, use the following formula:

Drop Mode resource utilization

= maximum number of transactions per hour * 2 / 100

Note: CCS represents a resource that is being utilized for 100 seconds. Thirty­six CCSs on a single resource represents 100 per cent occupancy. For the
purposes of this guide, 90 per cent of 36 CCSs is equal to 34.2 CCSs.

64 Nortel Networks Symposium Web Center Portal

July 2004 Planning and engineering

If you use the maximum number of transactions that are handled by the DTH at
2400 per hour, traffic becomes

Drop Mode resource utilization

= 2400 * 2 / 100
= 48 CCS

At P.001 or better (for a description of the P.001 calculation, refer to “Using
Erlang B” on page 76) with 2400 transactions per hour, the number of DTH lines
required will not go beyond 7 (or 14 without blocking) in Drop Mode, regardless
of the average Agent Service Time and the number of agents.

Note: Since the DTH drops the DTH line once the transaction is established, it is
independent of the agent service time.

Agent requirement calculation

The agent requirement calculation is independent of the DTH operation mode.
The number of agents required depends on the number of transactions, the agent
service time, and the Grade of Service or the agent utilization.

The traffic calculation equation is as follows:

Agent traffic in CCS

= number of DTH pushed transactions in busy hour
* agent service time / 100

The Symposium Web Center Portal traffic should be added to the incoming
voice traffic to agents to calculate the overall contact center staffing requirement.

Example

In a contact center with 2400 busy-hour transactions and a 180-second agent
service time, the agent traffic is

Agent traffic in CCS

= 2400 * 180 / 100
= 2160 CCS

To estimate the number of agents required without knowing the base agent
traffic, use the Agent Utilization rule, as follows:

The Agent Utilization rule is typically 90 percent (or between 30 CCS and 33
CCS) in busy hour, or 32.4 CCS per agent.

Planning and Engineering Guide 65

Planning and engineering Standard 2.0

In the previous example, to handle 2160 CCS incrementally, Symposium Web
Center Portal traffic requires an additional 68 agents (=Ceiling [2160/32.4]).

Note: Use a customer’s number for utilization level if it is available.

This number of agents (68) is equal to the number of outbound lines required if
Symposium Web Center Portal is set to use Keep Mode. It is the maximum
number of outbound lines needed for Symposium Web Center Portal, assuming
a 180-second agent service time (the number is higher for a service time greater
than 180 seconds).

66 Nortel Networks Symposium Web Center Portal

July 2004 Planning and engineering

Other parameters

Introduction

This section provides information about the system parameters for Symposium
Web Center Portal, other than those for the DTH and Email Manager.

The number of transactions downloaded to the Agent Interface

Symposium Web Center Portal downloads transactions from the Symposium
Web Center Portal server to the agent’s PC. The speed of the transaction
downloading is related to the processor speed and the memory size of the
Symposium Web Center Portal server, and the bandwidth of the network.

Nortel Networks recommends a default value for general use. The default
number of transactions displayed when the agent first logs on is 50.

Automatic refresh

The proper automatic refresh interval improves the agent’s efficiency. The
default refresh interval is every 15 minutes. The general rule to set the automatic
refresh rate is as follows:

Auto refresh time in minutes

= number of refreshed transactions
* average agent service time (in minutes)
/ number of agents with the same skillset

Web Communications timers

You can use the Web Communications timers to increase the efficiency of the
contact center.

Planning and Engineering Guide 67

Planning and engineering Standard 2.0

The lifespan timers of call data on the TAPI server

Symposium Web Center Portal attaches data to a call and then sends it to the
agent desktop. The amount of time that this data is stored in the TAPI server
depends on the LifeSpan parameter defined in the mlinksp.ini file. For more
information, refer to the Nortel Networks Symposium Call Center Server

Scripting Guide.

68 Nortel Networks Symposium Web Center Portal

July 2004 Planning and engineering

Symposium Web Center Portal database and
disk capacity

Introduction

This section lists the database files used by Symposium Web Center Portal and
provides database capacity calculations.

Note: For more information about database requirements, refer to the Nortel
Networks Symposium Portfolio Server and Operating System Requirements
Guide (P-2003-0381-Global).

Required database files

When you install the Portal server component, you install the files required to
operate the database. These files include

! the SWCP_datadev.dat file, which stores the Symposium Web Center

Portal data record

! the SWCP_logdev.dat file, which stores the Symposium Web Center Portal

transaction log

! the swcp_tempdev.dat file, which stores the temporary log files
! the swcp_textdev.dat file, which stores the fields in the database (for

example, the e-mail objective field)

During installation, you define the location of these files. For all other (Sybase)
files, use the default location. A good location for the datasave.dat file is on a
remote disk to secure the backup of this file.

The space allocated to the database is 14 Gbytes.

Planning and Engineering Guide 69

Planning and engineering Standard 2.0

Transaction log size

Transaction records are stored in the SWCP_logdev.da file. This file is 10
Gbytes in size, and holds up to 750 000 transactions. Nortel Networks
recommends that you purge the database when the Dashboard utility warns you
that the database is at 80 percent capacity.

E-mail attachment storage

E-mail attachments are stored in the attachment folder. The disk space required
to store attachments is calculated as

Disk space for e-mail attachments in Mbytes

= number of e-mails per day
* percent with attachment
* average attachment size in Mbytes
* number of days before purging

Example

Following is the disk storage calculation for a contact center that receives 9 000
e-mails every day, where 30 percent of the e-mails have an attachment averaging

0.5 Mbytes in size, and attachments are stored for 10 days before purging.

Disk space for e-mail attachments in Mbytes

= 9 000 * 0.02 * 0.5 * 10
= 900 Mbytes

Maximum number of days before purging or archiving

The maximum number of days before you must purge or archive the database
can be determined given the total amount of disk space in Gbytes available
(TGA):

where

! ndp

is the maximum number of days before you must purge or archive

Max

the database

70 Nortel Networks Symposium Web Center Portal

July 2004 Planning and engineering

! ntx is the number of transaction records per day
! nts is the number of text chat sessions per day
! nemd is the number of e-mail sessions per day, which is calculated as (# of

e-mails/agent/day)*(# of agents)

! is the ceiling function (least integer greater than or equal to the

expression)

! 2,000,000 represents the 2 Gbytes allocated for the e-mail attachments

Notes:

! Remember that when you purge the database, you permanently remove the

information from the database.

! You can use the Dashboard utility to monitor the servers in your system.

For more information, refer to your Nortel Networks Symposium Web
Center Portal Installation and Administration Guide.

Example

If, on an average daily basis, there are 20 000 transaction records, 4000 text chat
sessions, and 5000 e-mail sessions with no attachments, then the maximum
number of days that can be tolerated before purging for a 10-Gbyte (10.24) disk
space availability is given as

Planning and Engineering Guide 71

Planning and engineering Standard 2.0

Symposium Web Center Portal Performance
Tool

Introduction

The Symposium Web Center Portal Performance Tool is a stand-alone
spreadsheet you can use to determine the processor capacity requirements of
your Symposium Web Center Portal system. This tool determines the CPU
requirements for the Portal Server and the additional CPU utilization
requirements for the External Web server.

Note: To use the Performance Tool effectively, you must ensure that your inputs
are as accurate as possible.

Obtaining the Performance Tool

The latest version of Performance Tool is available from the Partner Information
Center web site. To access this web site, go to www.nortelnetworks.com and
click Partner Information Center. The Performance Tool is in the following
location:

Products by Brand (Documentation) / Symposium Web Center Portal 4.0 / Tools

72 Nortel Networks Symposium Web Center Portal

July 2004 Planning and engineering

Example

The Performance Tool is divided into Input and Output sections. In the Input
section, you must enter the following usage parameters:

! the maximum CPU utilization
! the processor for the SWCP Server (Portal Server) and the CI Server

(External Web server)

! LAN inputs
! inputs for your call center

Once you enter all of the specifications for the Symposium Web Center Portal
parameters, the Performance Tool uses mathematical models to estimate the
performance and capacity of the components. The results appear in the Output
section of the Performance Tool.

Based on the Platform Inputs and the specified CPU utilization, you can
determine

! CPU utilization

Planning and Engineering Guide 73

Planning and engineering Standard 2.0

! the minimum required CPU
! the frequency at which you must purge the Portal database to support the

number of transactions that will be stored in the database

! the e-mail attachments directory size
! the impact on the LAN

74 Nortel Networks Symposium Web Center Portal

Appendix A

Telephony calculations

In this appendix

Using Erlang B 76

Planning and Engineering Guide 75

Telephony calculations Standard 2.0

Using Erlang B

If you have the traffic in CCS, and the Grade of Service (GOS), you can
calculate the number of required lines using the Erlang B formula. The GOS is
the probability of finding all lines busy. The standard practice is to take the
probability of finding all lines busy as 0.001.

When you have non-blocking cases, the GOS is 0; therefore, there are always
lines available. To calculate this with Erlang B, use 0.000000001 instead of 0.

Use the following formula to calculate the number of lines you require:

where

! erlangs is the # CCS / 36 (1 erlang = 3600 call-seconds or 36 CCS). For

more information about # CCS, refer to the

“Agent requirement

calculation” on page 65.

! M is the number of lines
! Prob is the probability of a lost call

To use this formula, iterate on M = 1, 2, and so on, until Prob is less than or
equal to the GOS. The first M found where Prob is less than or equal to the GOS
is the number of required lines.

Note: Alternatively, you can also use a table of Erlang B. (A table of Erlang B is
found in most traffic engineering texts.)

76 Nortel Networks Symposium Web Center Portal

Glossary

A ACD call

See Automatic call distribution call.

ACD-DN

See Automatic call distribution directory number.

ACD routing table

See Automatic call distribution routing table.

acquired resource

A resource configured on the switch that is under the control of Symposium Call
Center Server. Resources must be configured with matching values on both the
switch and Symposium Call Center Server.

administrator

A user who is responsible for setting up and maintaining the Symposium Web
Center Portal.

agent

A user who is responsible for handling customer calls.

agent logon ID

A unique identification number assigned to a particular agent. The agent uses
this number when logging on. The agent ID is not associated with any particular
phoneset.

API

See application program interface

application

1. A logical entity that represents a Symposium Web Center Portal script for
reporting purposes. The Master script and each primary script have an associated
application. The application has the same name as the script it represents. 2. A
program that runs on a computer.

Planning and Engineering Guide 77

Glossary Standard 2.0

application program interface

A set of routines, protocols, and tools that programmers use to develop software
applications. APIs simplify the development process by providing commonly
used programming procedures.

Automatic call distribution

A means of automatically distributing an organization’s incoming calls among a
number of answering positions (ACD agents). Automatic call distribution is
useful in operations where callers want a service rather than a specific person.
Calls are serviced in the order they arrive and are distributed so that the
workload at each answering position is approximately equal.

Automatic call distribution call

A call to an ACD-DN. ACD calls are distributed to agents in an ACD group
based on the ACD routing table on the switch. See also
distribution directory number.

Automatic call

Automatic call distribution directory number

A DN associated with an ACD group. Calls made to an automatic call
distribution directory number are distributed to agents belonging to the group,
based on the ACD routing table on the switch.

Automatic call distribution routing table

A table configured on the switch that contains a list of ACD-DNs used to define
routes for incoming calls. This ensures that incoming calls not processed by
Symposium Call Center Server will be queued to ACD groups and handled by
available agents.

C call priority

A numerical value assigned in a script that defines the relative importance of a
call. If two calls are in the queue when an agent becomes available, and one call
is queued with a higher priority than the other, the agent receives the higher
priority call first. See also

skillset priority.

Calling Line Identification

An optional service that identifies the telephone number of the caller. This
information can then be used to route the call to the appropriate agent or skillset.
The CLID can also be displayed on an agent’s phoneset.

78 Nortel Networks Symposium Web Center Portal

July 2004 Glossary

CDN

See controlled directory number.

CLAN

See Customer local area network.

CLID

See Calling Line Identification.

client

The part of Symposium Call Center Server that runs on a personal computer or
workstation and relies on the server to perform some operations. See also

command

A building block used with expressions, variables, and intrinsics to create
scripts. Commands perform distinct functions, such as routing a call to a specific
destination, playing music to a caller, or disconnecting a caller.

server.

controlled directory number

A special directory number that allows calls arriving at the switch to be queued
when the CDN is controlled by an application such as Symposium Call Center
Server. When a call arrives at this number, the switch notifies the application and
waits for routing instructions, which are performed by scripts in Symposium
Call Center Server.

Customer local area network

The LAN to which your corporate services and resources connect. The
Symposium Web Center Portal and client both connect to the CLAN. Third­party applications that interface with the server also connect to this LAN.

D DBMS

Database Management System

default skillset

The skillset to which calls are queued if they have not been queued to a skillset
or a specific agent by the end of a script.

Planning and Engineering Guide 79

Glossary Standard 2.0

desktop user

A configured user who can log on to Symposium Web Center Portal from a
client PC.

DHCP

See dynamic host configuration protocol.

Dialed Number Identification Service

An optional service that allows Symposium Call Center Server to identify the
phone number dialed by the incoming caller. An agent can receive calls from
customers calling in on different DNISs and, if the DNIS is displayed on the
phoneset, can prepare a response according to the DNIS.

directory number

The number that identifies a phoneset on a switch. The directory number (DN)
can be a local extension (local DN), a public network telephone number, or an
automatic call distribution directory number (ACD-DN).

directory number call

A call that is presented to the DN key on an agent’s phoneset.

display threshold

A threshold used in real-time displays to highlight a value below or above the
normal range.

DN

See directory number.

DN call

See directory number call.

DNIS

See Dialed Number Identification Service.

dynamic host configuration protocol

A protocol for dynamically assigning IP addresses to devices on a network.

80 Nortel Networks Symposium Web Center Portal

July 2004 Glossary

dynamic link library

A library of executable functions or data that can be used by a Windows
application. Typically, a DLL provides one or more particular functions and a
program accesses the functions by creating either a static or dynamic link to the
DLL. Several applications can use a DLL at the same time.

E ELAN

See embedded local area network.

embedded local area network

A dedicated Ethernet TCP/IP LAN that connects the server in Symposium Call
Center Server and the switch.

event

1. An occurrence or action on the Symposium Web Center Portal, such as the
sending or receiving of a message, the opening or closing of an application, or
the reporting of an error. Some events are for information only, while others can
indicate a problem. Events are categorized by severity: information, minor,
major, and critical. 2. An action generated by a script command, such as queuing
a call to a skillset or playing music.

expression

A building block used in scripts to test for conditions, perform calculations, or
compare values within scripts.

F first-level threshold

The value that represents the lowest value of the normal range for a statistic in a
threshold class. The system tracks how often the value for the statistic falls
below this value.

G global settings

Settings that apply to all skillsets or IVR ACD-DNs that are configured on your
system.

Planning and Engineering Guide 81

Glossary Standard 2.0

H HDX

See Host Data Exchange

Host Data Exchange

A rich scripting language provided with Symposium Call Center Server to
control treatment of calls.

I Internet Protocol address

An identifier for a computer or device on a TCP/IP network. Networks use the
TCP/IP protocol to route messages based on the IP address of the destination.
The format of an IP address is a 32-bit numeric address written as four values
separated by periods. Each value can be 0 to 255. For example, 1.160.10.240
could be an IP address.

IP address

See Internet Protocol address.

L LAN

See Local area network.

Local area network

A computer network that spans a relatively small area. Most LANs connect
workstations and personal computers and are confined to a single building or
group of buildings.

M Management Information Base

A data structure that describes the collection of all possible objects in a network.
Each managed node maintains one or more variables (objects) that describe its
state. Symposium Call Center Server Management Information Bases (MIBs)
contribute to the overall network MIB by

! identifying Nortel Networks/Meridian/Symposium Call Center Server

nodes within the network

! identifying significant events (SNMP traps), such as alarms reporting
! specifying formats of alarms

82 Nortel Networks Symposium Web Center Portal

July 2004 Glossary

Master script

The first script executed when a call arrives at the Symposium Web Center
Portal. A default Master script is provided with Symposium Web Center Portal,
but it can be customized by an authorized user. It can be deactivated but not
deleted. See also

mathematical expression

An expression used in scripts to add, subtract, multiply, and divide values.
Mathematical expressions are addition (+), subtraction (-), division (/), and
multiplication (*). See also

MIB

See Management Information Base.

primary script, script.

expression, and relational expression.

P PEP

See Performance Enhancement Package.

Performance Enhancement Package

A Symposium Call Center Server supplementary software application that
enhances the functionality of previously released software by improving
performance, adding functionality, or correcting a problem discovered since the
original release.

phoneset

The physical device, connected to the switch, to which calls are presented. Each
agent and supervisor must have a phoneset.

phoneset display

The display area on an agent’s phoneset where information about incoming calls
can be communicated.

primary script

A script that is executed or referenced by the Master script. A primary script can
route calls to skillsets, or it can transfer routing control to a secondary script. See
also

Master script, script.

Planning and Engineering Guide 83

Glossary Standard 2.0

R relational expression

An expression used in scripts to test for different conditions. Relational
expressions are less than (<), greater than (>), less than or equal to (< =), greater
than or equal to (> =), and not equal to (< >). See also
expression.

expression, mathematical

S script

A set of instructions that relates to a particular type of call, caller, or set of
conditions, such as time of day or day of week. See also
script.

second-level threshold

Master script, primary

The value used in display thresholds that represents the highest value of the
normal range for a given statistic. The system tracks how often the value for the
statistic falls outside this value.

server

A computer or device on a network that manages network resources. Examples
of servers include file servers, print servers, network servers, and database
servers. Symposium Call Center Server is used to configure the operations of the
call center. See also

service

A process that adheres to a Windows structure and requirements. A service
provides system functionality.

service level

The percentage of incoming calls answered within a configured number of
seconds.

client.

service level threshold

A parameter that defines the number of seconds within which incoming calls
should be answered.

84 Nortel Networks Symposium Web Center Portal

July 2004 Glossary

site

A system using Symposium Call Center Server that can be accessed using SMI.

skillset

A group of capabilities or knowledge required to answer a specific type of call.

skillset priority

An attribute of a skillset assignment that determines the order in which calls
from different skillsets are presented to an agent. When an agent becomes
available, calls might be waiting for several of the skillsets to which the agent
belongs. The server presents the call queued for the skillset for which the agent
has the highest priority.

supervisor

A user who manages a group of agents.

switch

The hardware that receives incoming calls and routes them to their destination.

Symposium Web Center Portal call

A call to a CDN that is controlled by the Symposium Call Center Server. The
call is presented to the Incalls key on an Symposium Web Center Portal agent’s
phoneset.

T telephony

The science of translating sound into electrical signals, transmitting them, and
then converting them back to sound. The term is used frequently to refer to
computer hardware and software that perform functions traditionally performed
by telephone equipment.

U utility

A program that performs a specific task, usually related to managing system
resources. Operating systems contain a number of utilities for managing disk
drives, printers, and other devices.

Planning and Engineering Guide 85

Glossary Standard 2.0

86 Nortel Networks Symposium Web Center Portal

Index

A

address information 49
agent

license requirements 61

status 50
Agent Desktops 24
Agent Interface 13, 15

ports 28
agent phonesets, configuring for TAPI

control

Agent Service Time 64
agent TNs, configuring for TAPI control 34
archiving 70
attachments 17
automatic refresh 67

34

B

bandwidth 29
Bandwidth recommendations 29

Customer Interface 16

ports 28

D

Database 15
database 69

calculations 69

capacity 69
disk capacity 69
domain forest 24
Drop Mode 60, 64

license requirements 62
DTH 15, 18, 59

sorting transactions 18

TAPI license requirements 61

traffic model 63
Dynamic Transaction Handler. See DTH

E

C

call

determining if there are calls on a device 53

information 53
CLAN settings 56
CLAN utilization 29
components 13
configuring

agent phonesets for TAPI control 34

Predictive Dialer TNs 37

Symposium Web Center Portal network 26

Windows 25
contacts 18

presenting to Symposium Call Center

Server

CPU

requirements 72

utilization 72

18

e-mail 30

attachments 17

Email Manager 15, 67
e-mail server

configuration requirements 30
mailboxes 30
ports 29
To Address requirements 31

transactions 17
Erlang B 76
External Web server 16, 58

ports 28

requirements 72

transactions 17

F

From address requirements 31

Planning and Engineering Guide 87

Index Standard 2.0

G

Grade of Service 76

H

HDX 54

client 15

Host Data Exchange. See HDX
HTTP ports 28
HTTPS ports 28

I

IMH 16, 17
Inbound Message Handler 16, 17
IVR 63

J

JAR. See Java archive
Java API 16, 17
Java archive 16
Java business objects 16, 17
Java Server Pages 18

multimedia contacts 17
multiple domains 24

N

network, configuring Symposium Web Center

Portal

26

networking

requirements 25

Windows 24

O

OA&M 15
OAM service 55
OMH 16, 17
operating system 21
Operations, Administration and Maintenance.

See OA&M

Option 11 37
Option 51/61/81 38
outbound mailboxes 31
Outbound Message Handler 16, 17

P

Partner Information Center web site 72

K

Keep Mode 59

license requirements 61
traffic 64

L

license requirements 61
line device 50
line status 51

M

mailboxes 30, 31
Meridian 1 32, 38
Microsoft Windows. See Windows

88 Nortel Networks Symposium Web Center Portal

Performance Tool 72
Phantom calls 18
Phantom Loop 38
Phantom TNs 18
planning, contact center 54
port requirements 27
Portal Administrator 15
Portal Desktops 13, 16, 24
Portal Server 15, 24

ports 28
Predictive Dialer TNs, configuring 37
pull mode 18
purging the database 70
push mode 18

July 2004 Index

R

Remote Method Invocation. See RMI
Remote Procedure Call ports 29
requirements

Symposium Call Center Server 54

TAP I 43
RMI ports 28
RPC ports 29
Rules Engine 16, 17

S

security 43
status, agent 50
Steady Transaction Arrival 64
Succession 1000 32, 33
Succession 1000M 33
Succession 1000M releases 33
support 11
switch

capacity 33

engineering 32

software versions supported 33

types supported 32
Sybase 21
Symposium Call Center Server 33, 54

CLAN settings 56

integration with 19

presenting contacts to 18

requirements 54

setup 54
Symposium Express Call Center 33, 56

call routing 57

requirements 56
Symposium Web Center Portal

components 13

server 15

initializing 47
integration with 19
license requirements 61
license types 61
lines 43
ports 29
requirements 43
server 24
setting the default values for the TAPI API

commands

testing the TAPI lines 47

TAPI Br owser 51

configuring 45
TAPI se rver 24
TCP ports 27
technical support 11
TNs

configuring for TAPI control 34

configuring Predictive Dialer 37
To address requirements 31
traffic

model 63

parameters 63
Transaction Monitor 15, 18
transaction records 70
trust relationships 24

46

W

Web Communications 16

ports 28

timers 67
Windows

configuring 25

networking 24
Windows 2000 Advanced Server 21
Windows 2000 Server 21

T

TAP I 21, 43, 68

API commands 43
configuring agent phonesets for control by 34

Planning and Engineering Guide 89

X

X11 releases 33

Index Standard 2.0

90 Nortel Networks Symposium Web Center Portal

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2. How do you use this book?

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If you answered No to this question, please answer the following questions.

4. What chapters, sections, or procedures did you find hard to understand?

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Please return your comments by fax to 353-91-756050, or mail your comments to

Contact Center Documentation Research and Development Prime, Nortel Networks, Mervue Business
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Nortel Networks Symposium Web Center Portal

Planning and Engineering Guide

Nortel Networks
Mervue Business Park
Galway, Ireland

Copyright © 2004 Nortel Networks, All Rights Reserved

Information is subject to change without notice. Nortel Networks reserves the right to make changes
in design or components as progress in engineering and manufacturing may warrant.

The process of transmitting data and call messaging between the Meridian 1 and Symposium Web
Center Portal is proprietary to Nortel Networks. Any other use of the data and the transmission
process is a violation of the user license unless specifically authorized in writing by Nortel Networks
prior to such use. Violations of the license by alternative usage of any portion of this process or the
related hardware constitutes grounds for an immediate termination of the license and Nortel
Networks reserves the right to seek all allowable remedies for such breach.

Publication number: 297-2183-115
Product release: 4.0
Document release: Standard 2.0
Date: July 2004