Nortel Agent Programmer's Manual
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Nortel Agent Programmer's Manual

Nortel Agent Programmer's Manual

Nortel symposium agent software: user guide
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Nortel Networks Symposium Agent
Programmer's Guide
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2.3
Standard 2.0
January 2001

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  • Page 1 Nortel Networks Symposium Agent Programmer’s Guide Product release: Document release: Standard 2.0 Date: January 2001...
  • Page 2 Standard 1.01 Nortel Networks Symposium Agent...
  • Page 3 The process of transmitting data and call messaging between the Meridian 1 and the Symposium Agent 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.

  • Page 4: Publication History

    Publication history This is the Draft 0.01 release of the Nortel Networks Symposium July 2000 Agent Release 2.3 Programmer’s Guide. This is the Draft 0.02 release of the Nortel Networks Symposium November 2000 Agent Release 2.3 Programmer’s Guide incorporating recommended changes from Technology.

  • Page 5: Table Of Contents

    Setting up an OLE trigger...18 Setting up a call rule...28 Setting up a call rules group...31 Using Agent Compass Symposium Agent data flow in agentCompass...34 Query strings ...35 Web server setup...37 Client setup ...38 Setting up an agentExplorer call trigger ...39 Setting up and enabling agentCompass call rules ...41...
  • Page 6 Sample source for pizza.asp...84 Sample source for unknown.asp...85 Index Standard 2.0 Nortel Networks Symposium Agent...

  • Page 7: Getting Started

    Chapter 1 Getting started In this chapter About this guide Overview Minimum system requirements Symposium Agent data flow Programmer’s Guide...

  • Page 8: About This Guide

    To use this guide effectively, you must have experience with basic programming, telephony products, and Microsoft Windows. You need to be able to write triggers and call rules for Symposium Agent, and you should be familiar with Visual Basic or another language that supports OLE Automation technology. In addition, if you plan to use the agentCompass feature, you should have experience with server- side web programming.

  • Page 9: Overview

    The Symposium Agent Release 2.3 client has built-in web browsers called agentTabs that use Internet Explorer 4.0 browser technology. The agentCompass feature is available only to the Symposium Agent browser tabs and provides a means for passing telephony data and additional information to any web page that can reside in Internet Explorer 4.0.
  • Page 10 Getting started The following screen capture shows an example of an agentTab in Symposium Agent 2.3. Standard 2.0 Nortel Networks Symposium Agent...

  • Page 11: Minimum System Requirements

    January 2001 Minimum system requirements Symposium Agent 2.3 Server for Windows NT 4.0 with a minimum of Service Pack 4 installed Symposium Agent 2.3 Client for Windows 95, Windows 98, or Windows NT with a minimum of Service Pack 4 installed Internet Explorer 4.0 or 5.0 (a requirement for the Symposium Agent Release...

  • Page 12: Symposium Agent Data Flow

    During initialization, Call Rules Runtime retrieves the call rules and triggers from the Symposium Agent database for the currently logged in user. The call is passed to the TAPI interface, which raises the telephony data to the Call Rules Runtime.
  • Page 13 CalledName for the Meridian 1. CallerName and CalledName are supported by the ICM TAPI Driver when used with the DMS or MSL-100. Additional data is available when using the agentCompass feature. This information is described in the section Symposium Agent data flow in agentCompass on page 34. Programmer’s Guide Number of party who placed the call.
  • Page 14 Getting started Standard 2.0 Nortel Networks Symposium Agent...

  • Page 15: Setting Up Triggers And Call Rules

    Chapter 2 Setting up triggers and call rules In this chapter Setting up a keystroke call trigger Setting up a DDE trigger Setting up an OLE trigger Setting up a call rule Setting up a call rules group Programmer’s Guide...

  • Page 16: Setting Up A Keystroke Call Trigger

    Microsoft Wordpad. To set up a keystroke trigger Log in to Symposium Agent Administration and open Call Rules Explorer. Click Trigger Wizard on the Tools menu. (You can also open the Trigger Wizard by right-clicking the Triggers icon and selecting New Trigger Wizard.) The Trigger Wizard –...
  • Page 17 Type the Application name. Make sure this name exactly matches the window title that will appear when it screen pops at the agent’s PC. You may have to maximize the application window to check its title. Type the Application filename. This name has an .exe extension.
  • Page 18 This is the called name (DMS/MSL-100 only). Call data This is attached data, such as IVR data. Note: If you select Call data with an outbound call rule, the trigger executes only Record Insert Nortel Networks Symposium Agent Standard 2.0 Save Delete...
  • Page 19 January 2001 when the call is answered, not on dial tone. Select the type of data you wish to insert. The type of data is a pre-existing format you want to apply to the caller or called number. d. Click Next. e.
  • Page 20 23 Check that the summary of the call rule configuration is correct. 24 Click Finish. The Call Rules Explorer window opens displaying the new call rule. 25 Select File/Close to exit Call Rules Explorer. Standard 2.0 Nortel Networks Symposium Agent...

  • Page 21: Setting Up A Dde Trigger

    Dynamic data exchange (DDE) is the ability to exchange information between applications or pass information to an application. These exchanges, called conversations, are the messages sent to and from Symposium Agent and other applications. The following example illustrates the DDE method of communication. In this example, Microsoft Excel is used as a DDE application.
  • Page 22 Application name Click OK to return to the New Application dialog box. Click Next to move to the Trigger Wizard – Step 3 dialog box and configure the DDE properties. MS Excel DDE Excel.exe Nortel Networks Symposium Agent Standard 2.0...
  • Page 23 January 2001 Service: The name of the DDE application. In this case, Service is Excel. Topic: The Excel spreadsheet (file name and sheet name, e.g. DDE Test.xls). Item: The location within the spreadsheet—row 1, column 1. Data: The data sent to Excel. In this case, the Call Rules Runtime will send the caller’s phone number ($C).

  • Page 24: Setting Up An Ole Trigger

    ‘*** Public method that must be supported by the OLE Automation Server *** ‘*** This example uses Microsoft Outlook *** Public Sub ExecuteTrigger() ‘*** Code to communicate with Target application *** Dim MyOutlook As Outlook.Application Dim MyContacts As Outlook.Items Dim MyItem As Object Standard 2.0 Nortel Networks Symposium Agent...
  • Page 25 For example, the customer may not have entered any data at an IVR prompt and “zeroed out” to speak to an agent, or has blocked his or her caller ID. In this case, Programmer’s Guide...
  • Page 26 In other cases, the trigger might bring up a blank customer record for the agent. CallID is a unique identifier for the call. It is always passed to the OLE trigger before calling ExecuteTrigger. CallID is guaranteed to be unique for the life of the call.
  • Page 27 January 2001 Type the Application name, Communication method, and Application classname. An example is shown below. Example of application information Application name Communication method Application classname Note: The Application classname field activates when you select the OLE communication method. In this example, the OLE Automation Server is called Myoutlook, and the interface described above is exposed in the class cOLEDemo.
  • Page 28 The OLE Automation DLL or EXE must be copied to the Nortel\Server\SASWDIST directory on the SA Server. From the Symposium Agent 2.3 Server Administration menu, select Automatic download administration. The short cut for this menu can be found on the SA Server desktop.
  • Page 29 January 2001 In the main dialog window, select Open from the Packages menu. Open the file control file nnlogin.lst. This file is located in the Nortel\Server\SASWDIST directory. A list of components appears in the main dialog list box. Programmer’s Guide...
  • Page 30 Setting up triggers and call rules From the Components menu, select New. Locate the new component and add it to the components list. Standard 2.0 Nortel Networks Symposium Agent...
  • Page 31 January 2001 The file will be listed in the component listbox on the main dialog. Select the newly added component. From the Components menu select Edit. The tabbed dialog box “Component Definition” appears. To add the new OLE automation object Enter the Install Type.
  • Page 32 Setting up triggers and call rules Select how the component is to be registered on the Registration tab. If the component is an EXE select EXESELFREGISTER. If the component is a DLL then select DLLSELFREGISTER. Standard 2.0 Nortel Networks Symposium Agent...
  • Page 33 January 2001 On the Directory Information tab indicate the location where this new component is to be installed on the client machine. The default is the ProgramFiles\Nortel\NNLogin directory. Select the Private option. Click OK to save settings. Save the nnlogin.lst control file by selecting the Save option under the Packages menu.

  • Page 34: Setting Up A Call Rule

    These options are available for inbound calls: Before Answer Answer Call Release The rule runs when a new call arrives. The rule runs when a call has been answered. The rule runs when the call disconnects. Nortel Networks Symposium Agent Standard 2.0...
  • Page 35 Select criteria if required. For further information, refer to the Symposium Agent System Administrator’s online Help by clicking the shortcut on the Symposium Agent Server desktop.
  • Page 36 10 The Rule Wizard – Finished! dialog box appears, summarizing the call rules configuration. Click Finish. The Call Rules Explorer window opens displaying the new call rule. 11 Select File/Close to exit Call Rules Explorer. Standard 2.0 Nortel Networks Symposium Agent...

  • Page 37: Setting Up A Call Rules Group

    January 2001 Setting up a call rules group In Symposium Agent, agents must be associated with one or more call rules groups in order to enable any call rules. To set up a call rules group In Call Rules Explorer, click Add Rule Group on the Tools menu. (You can also open the Rule Group Properties dialog box by right-clicking the Rule Groups icon and selecting Add Rule Group.

  • Page 39: Using Agent Compass

    Chapter 3 Using Agent Compass In this chapter Symposium Agent data flow in agentCompass Query strings Web server setup Client setup Setting up an agentExplorer call trigger Setting up and enabling agentCompass call rules Setting up telephony-enabled tabs for agents Testing the call rule Programmer’s Guide...

  • Page 40: Symposium Agent Data Flow In Agentcompass

    During initialization, Call Rules Runtime retrieves the call rules and triggers from the Symposium Agent database for the currently logged in user. The call is passed to the TAPI interface, which raises the telephony data to the Call Rules Runtime.

  • Page 41: Query Strings

    (*), provided by the agentCompass feature. Programmer’s Guide Using agentCompass Each agent tab that has been telephony-enabled has a URL assigned to it for one or more of the following call states: on release, on answer, and on offering.
  • Page 42 Version * ACDAgentID * CallerName CalledName * These items are not telephony data but originate in the Symposium Agent database. ** This item is derived from the client computer. Number of party who placed the call. Number of party or DNIS receiving the call.

  • Page 43: Web Server Setup

    Verify that the web directory has Read and Scripts permissions Symposium Agent provides a simple ASP page that demonstrates parsing and display of the query string data. This page is located on the Symposium Agent Server in c:\Nortel\Server\SaWebApp\Samples\nnweb.asp. Programmer’s Guide...

  • Page 44: Client Setup

    The client (each agentTab) is then ready to receive telephony events. Note: Before you can use triggers and call rules and create agent tabs, you must have set up a web server and a web directory.

  • Page 45: Setting Up An Agentexplorer Call Trigger

    January 2001 Setting up an agentExplorer call trigger Symposium Agent installs default call rules and OLE triggers that can be used with the agentExplorer application without modification. However, these call rules or triggers may need modification to add specific call criteria such as time of day or caller number if desired.
  • Page 46 Using agentCompass In the New Application dialog box, refer to the default OLE DLL provided by Symposium Agent. Depending upon the desired call state, use the information provided in the table below. Example of application information Application name Communication method...

  • Page 47: Setting Up And Enabling Agentcompass Call Rules

    January 2001 Setting up and enabling agentCompass call rules To set up a call rule Follow the steps described in the section Setting up a Call Rule, on page 29. To set up a call rule group You can create a new call rule group, if necessary, and add call rules and agents to the desired call rule group.

  • Page 48: Setting Up Telephony-Enabled Tabs For Agents

    For detailed information, refer to the online Help. To create a tab Go to the Symposium Agent Administration web pages. In the index to the left, select Tabs under User Profiles administration. In the right frame, press the Add button on the Tabs Administration page.
  • Page 49 To add this tab to a user profile For more detailed information on this procedure, refer to the online Help. Go to the Symposium Agent Administration web pages. In the index to the left, select Profiles under User Profiles administration.

  • Page 50: Testing The Call Rule

    Launch the client application. Ensure the tab you defined is visible as an agentTab. Make a call to the client. Answer the call on the client. The defined tab should update with call information. Standard 2.0 Nortel Networks Symposium Agent...

  • Page 51: Getting Started With Symposium Agent Reporting

    Chapter 4 Getting Started with Symposium Agent Reporting In this chapter Overview Configuring the database access Defining and ODBC system DSN Database Entity Relationship Diagram Data Dictionary Sample Report using Crystal Report Programmer’s Guide...

  • Page 52: Overview

    Query Language (SQL). The Symposium Agent administrator can configure the Symposium Agent client with three web page views of the reporting data found in the Symposium Agent database. These web pages, referred to as agentTabs, are for call logs, ACD activity logs, and call statistics.

  • Page 53: Before You Start

    ODBC drivers for Sybase, have already been installed. In addition, the ODBC System DSN is already defined. If you require access to the Symposium Agent database from a remote client (on a PC other than the SA Server) then the ODBC drivers for Sybase need to be installed.

  • Page 54: Configuring The Database Access

    Getting Started with Symposium Agent Reporting Configuring the database access This section provides instructions on configuring a Sybase server in Sybase Open client and verifying your PC’s connection to the Symposium Agent Database. Defining a connection the Server From the Windows Start menu, choose Programs->Sybase->DSEdit.
  • Page 55 January 2001 The Network Address Attribute dialog box appears. Click “Add” to set the Network Address and Protocol. Programmer’s Guide Getting Started with Symposium Agent Reporting...
  • Page 56 Getting Started with Symposium Agent Reporting The name “sar2,5000” in the dialog box above represents the network address followed by the port used by the Sybase service. You can also specify the IP addresses in place of the server name as in the example below.
  • Page 57 If the connection is valid, the results look something like this: If the ping fails then check the server network address. You may need to specify an IP address if you are currently using the server name. Programmer’s Guide Getting Started with Symposium Agent Reporting...

  • Page 58: Defining An Odbc System Dsn

    Because the Symposium Agent database is ODBC-compliant, the PC from which you access it must have ODBC installed. It must also have a System DSN defined for Sybase. Note: Nortel Networks does not install ODBC software or setup a System DSN on client machines. To install ODBC ODBC should already be installed on your PC.
  • Page 59 Select the Sybase ODBC Driver. Enter the following information on the “ODBC Sybase Driver Setup” dialog. Data Source Name: Description: Server Name: Database Name: Programmer’s Guide Getting Started with Symposium Agent Reporting Sar2 Symposium Agent <Symposium Agent Server Name e.g. SAR2> sar2...
  • Page 60 Getting Started with Symposium Agent Reporting Access Rights You will need the necessary access rights to get to the Symposium Agent database. Database connectivity requires you have access to the appropriate SA database user account. The following username and password can be used to access a read only view the tables necessary for reporting.

  • Page 61: Database Entity Relationship Diagram

    Database Entity Relationship Diagram The following Entity Relationship Diagram (ERD) shows the relationship of the tables housing statistical data in the Symposium Agent database. Information of interest for call and agent activity reporting are in the following tables: CallLog UnattendedCallLog ACDActivity Programmer’s Guide...
  • Page 62 Getting Started with Symposium Agent Reporting ACDActivityLog UnattendedACDActivityLog UserSession UserInfo Standard 2.0 Nortel Networks Symposium Agent...

  • Page 63: Data Dictionary

    This section describes the data that is available from the Symposium Agent database. Data types The database types used by the Symposium Agent database are as follows. The following table is an excerpt from “Sybase SQL Server 11 Unleashed” by SAMS Publishing.
  • Page 64 Introduction The unattended ACD activity log contains data on unattended ACD activity. This table holds records for every agent state change for Ready, Not Ready, Login, and Logout on a unattended machine. Unattended activity is monitored on machines that are not logged into to the Symposium Agent Server.
  • Page 65 Unattended call activity is monitored on machines that are not logged into to the Symposium Agent Server. Unattended call log records are inserted into this table when a call goes to the idle state.
  • Page 66 Getting Started with Symposium Agent Reporting CallerNumber Description: Type: Length: CalledNumber Description: Type: Length: Extension Description: Type: Length: ConnectedSeconds Description: Type: Length: HoldSeconds Description: Type: Length: Other Seconds Description: Type: Length: StartTime Description: Type: Length: Linename Description: Type: Length: ExtensionTypeID...

  • Page 67: User Session

    Length: User Session Introduction The User Session table contains information specific to a Symposium Agent User Session. Accumulated times for call activity and ACD activity are held in this table, such as the total time in the Connected call state.

  • Page 68: Field Descriptions

    Getting Started with Symposium Agent Reporting Field descriptions SessionID Description: Type: Length: SignOnTime Description: Type: Length: SignOffTime Description: Type: Length: WatchDogTime Description: Type: Length: UserID Description: Type: Length: MachineID Description: Type: Length: CallSummarySnapshotTime Description: Type: Length: Unique table ID numeric The session start time;...
  • Page 69 Description: Type: Length: Programmer’s Guide Getting Started with Symposium Agent Reporting The total time for all inbound ACD calls that were in the connected state. The total time for all outbound calls on the ACD extension that were in the connected state. Is only valid for those phone sets that allow for outbound calls on an ACD extension.
  • Page 70 Getting Started with Symposium Agent Reporting InboundIDNConnected Description: Type: Length: OutboundIDNConnected Description: Type: Length: InboundIDNHold Description: Type: Length: OutboundIDNHold Description: Type: Length: InboundIDNOther Description: Type: Length: OutboundIDNOther Description: Type: Length: ActivitySummarySnapshotTime Description: Type: Length: The total connected time for all inbound calls on the personal DN.
  • Page 71 Length: Programmer’s Guide Getting Started with Symposium Agent Reporting The total time an agent has been in the ready state. The total time an agent has been in the not ready state. The total time an agent has been in the walkaway state.
  • Page 72 Getting Started with Symposium Agent Reporting TerminatedByWatchDog Description: Type: Length: Activity Log Introduction The Activity Log table holds data for ACD activity. This data is stored based on user sessions. The activity ID can be translated to a more user friendly string by looking up the ID in the ACDActivity table.
  • Page 73 ConnectedSeconds Description: Type: Length: HoldSeconds Description: Type: Length: Programmer’s Guide Getting Started with Symposium Agent Reporting Unique table id numeric Caller Number varchar Called Number varchar Extention on which call is presented varchar Total number of seconds call was in the connected...
  • Page 74 Getting Started with Symposium Agent Reporting Other Seconds Description: Type: Length: StartTime Description: Type: Length: Linename Description: Type: Length: ExtensionTypeID Description: Type: Length: DirectionID Description: Type: Length: CallID Description: Type: Length: IVRData Description: Type: Length: Total number of seconds call was in states other...
  • Page 75 January 2001 LastCallStateID Description: Type: Length: SessionID Description: Type: Length: Programmer’s Guide Getting Started with Symposium Agent Reporting The last call state before the call was release. unique id for session associated with Call numeric...

  • Page 76: Sample Report Using Crystal Reports

    Getting Started with Symposium Agent Reporting Sample Report using Crystal Reports This sample assumes you have training in how to use Crystal Reports. This example uses Crystal Reports for Visual Basic 5.0, which uses a subset of the features that are available through the full Crystal Reports package. This sample will demonstrate how to create a simple call log report.
  • Page 77 From the “Log on Server” dialog, select the server name (example uses SAR2). Log on to Sybase with the saview user and password. The “Choose SQL Table” dialog appears. Select the desired tables. The tables selected will appear in the listbox for the Tables tab. Programmer’s Guide Getting Started with Symposium Agent Reporting...
  • Page 78 Getting Started with Symposium Agent Reporting From the Fields Tab, select the Fields to display in the report. From the Sort Tab, select the Field(s) by which to sort data Standard 2.0 Nortel Networks Symposium Agent...
  • Page 79 January 2001 From the Style tab select the report format. This example uses the Table format. You can also specify an image to include in the report. The other tabs are optional. Programmer’s Guide Getting Started with Symposium Agent Reporting...
  • Page 80 Getting Started with Symposium Agent Reporting Standard 2.0 10 Click Review Report to view the report. The sample report results: Nortel Networks Symposium Agent...

  • Page 81: Outbound Dialing Using Symposium Agent

    Chapter 5 Outbound dialing using Symposium Agent In this chapter Dial features Programmer’s Guide...

  • Page 82: Dial Feature

    The LangID property is the locale ID for the language to use to display error messages. By default LangID is set to English (1033). The Symposium Agent client must be running in order for NNCO to initialize. If the client is not running, NNCO will display "Failed to initialize Dialer" error message.
  • Page 83 January 2001 If nnco.Initialize = False Then MsgBox "Failed to initialize TAPI" End If End Sub HTML example: This sample web page has one text box for the number to be dialed and one button. When the user presses the button, the NNCO object is intialized and the number is dialed. <HTML>...

  • Page 84: Active Server Page Examples

    Chapter 6 Active Server Page examples In this chapter Introduction An Active Server Page sample (NNWEB.ASP) Sample source for switchboard.asp Sample source for flowers.asp Sample source for pizza.asp Sample source for unknown.asp Programmer’s Guide...

  • Page 85: Introduction

    January 2001 Introduction This chapter contains sample Active Server Pages (ASP) code. The sample code displays the call state and telephony information passed from agentCompass to the agentTabs. To use the ASP files, the web server must be Microsoft Internet Information Server 3.0 or higher.

  • Page 86: An Active Server Page Sample (Nnweb.asp)

    (Now.getHours() < 12) document.write(" Good morning! "); else if (Now.getHours() < 17) document.write(" Good afternoon! "); else document.write(" Good evening! "); document.write("Welcome to the world of Symposium Agent, it's "); document.write(" " + Now.toLocaleString()); //--> </script> </P> <BR> <BR>...
  • Page 87 <tr> <td>Time Zone</td> <td><% = Request("TimeZone") %> &nbsp </td> </tr> <tr> <td>Version</td> <td><% = Request("Version") %> &nbsp </td> </tr> <tr> <td>ACD Agent ID</td> <td><% = Request("ACDAgentID") %> &nbsp </td> </tr> </table> </center></div><div align="center"><center> <P><HR></P> </BODY> </HTML> Programmer’s Guide Active Server Page examples...

  • Page 88: Sample Source For Switchboard.asp

    <% ’ $Date: 03/26/99 11:40a $ ’ $ModTime: $ ’ $Revision: 2 $ ’ $Workfile: switchboard.asp $ ’ $Copyright (C) 1998-1999, Nortel Networks. All rights reserved. $ Dim sCalledNumber Dim sRedirectURL sCalledNumber = Request("CalledNumber") Session("CallerNumber") = Request("CallerNumber") Session("CalledNumber") = sCalledNumber Session("CallData") = Request("CallData")

  • Page 89: Sample Source For Flowers.asp

    January 2001 Sample source for flowers.asp This is an Active Server Page (ASP) that looks at the call state, State. <%@ LANGUAGE="VBSCRIPT" %> <HTML> <TITLE>Welcome to the online flower store</TITLE> <BODY> Thanks for calling for flowers<BR> Telephony information<BR> <TABLE> <TR> <TD>Call state</TD>...

  • Page 90: Sample Source For Pizza.asp

    <TD> <% = Session("CalledName") %> </TD> </TR> <TR> <TD>CalledNumber</TD> <TD> <% = Session("CalledNumber") %> </TD> </TR> <TR> <TD>CallData</TD> <TD> <% = Session("CallData") %> </TD> </TR> <TR> <TD>CallID</TD> <TD> <% = Session("CallID") %> </TD> </TR> </TABLE> </BODY> </HTML> Standard 2.0 Nortel Networks Symposium Agent...

  • Page 91: Sample Source For Unknown.asp

    January 2001 Sample source for unknown.asp This is an Active Server Page (ASP) that looks at the call state, State. <%@ LANGUAGE="VBSCRIPT" %> <HTML> <TITLE>Thank you for calling (unknown number)</TITLE> <BODY> Telephony information<BR> <TABLE> <TR> <TD>Call state</TD> <TD> <% = Session("State") %> </TD> </TR>...
  • Page 92 Active Server Page examples Standard 2.0 Nortel Networks Symposium Agent...
  • Page 93 Service Pack 4, 5 Sybase, 47 Sybase server, 48 Symposium Agent 2.3 Server, 5 Symposium Agent Call Rules Explorer, 3 Symposium Agent Release 2.3, 3 TAPI, 6, 34 The Rule Wizard – Step 5, 30 Trigger Wizard, 10, 15, 20...

  • Page 94: Programmer's Guide

    Symposium Agent Programmer’s Guide Nortel Networks 9701 Data Park Minnetonka, MN. 55343 Copyright © 2001 Nortel Networks, All Rights Reserved. Product release: Document release: Standard 2.0 Date: January 2001...

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