Symposium Tapi Sp Architecture Options; Call Center Environment - Nortel TAPI User Manual

Chapter 1 Overview 25
If Symposium TAPI Service Provider for Succession is to be used in a call center
environment, expert of knowledge of Symposium Call Center products is also a
requirement.
Do not attempt to install or configure Symposium TAPI SP unless you have
received accredited training in Symposium TAPI Service Provider.

Symposium TAPI SP architecture options

Symposium TAPI SP is a flexible application that enables a Succession switch to
integrate with Microsoft TAPI services. In a call center the service provider
delivers TAPI capabilities within a skill-based routing (SBR) environment. In a
knowledge worker environment where automatic call distribution (ACD) routing
is sufficient, Symposium TAPI SP delivers TAPI capabilities through a direct
connection with the Succession switch. The optional networked TAPI/IVR feature
supports networked skill-based routing (NSBR) and network ACD (NACD) in a
call center environment, or NACD only in a knowledge worker environment.

Call center environment

In a call center Symposium TAPI Service Provider monitors TAPI ports on the
Succession switch and passes information such as automatic number
identification/dialed number identification service (ANI/DNIS) and calling line
identification (CLID) to a TAPI-compliant application on a client PC, via the
Microsoft TAPI server. The TAPI application on the client PC presents this
information to the agent, perhaps in the form of a screenpop. If you install an IVR
system in a call center, Symposium TAPI SP uses similar processes to present
caller entered data (CED), such as customer account number, to an agent. This
section provides an overview of a call center implementation without IVR. Refer
to Chapter 6, "Networked TAPI/IVR," on page 127 for information about
networked TAPI and IVR in a call center.
In a call center environment, Symposium TAPI SP connects to a Succession
switch via the Meridian Link Services application that is installed on the
Symposium Call Center Server (SCCS). (Figure 1)
Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0