Nortel Web Center Portal Installation And Administration Manual page 18

Getting started
The agent/client interface presents the agent with a browser-based graphical user
interface. Agents can use it to respond to customers' requests over the telephone,
by e-mail, or over the Internet.
Reporting and real-time displays
Symposium Web Center Portal's reporting provides transaction statistics for
skillsets. Real-time displays provide real-time statistics for Symposium Web
Center Portal transactions.
Dynamic Transaction Handler
The Dynamic Transaction Handler (DTH) converts web-based transaction
information into ACD calls. Symposium Call Center Server processes these
calls, and blends them with existing call center traffic. It works in push mode,
pushing the transaction to the agents, as opposed to pull mode whereby the agent
must select the transaction.
When a customer submits a web-based request or e-mail request to Symposium
Web Center Portal, the information is stored in the Symposium Web Center
Portal database. The DTH scans the database for any new unprocessed
transactions. When the DTH finds a new transaction, it creates a TAPI call to the
switch. This call is presented to the Symposium Call Center Server controlled
CDN or ACD DN (if you are using Symposium Call Center Server
configuration). Symposium Call Center Server can use the Host Data Exchange
(HDX) lookup to request the system to route the call to the appropriate skillset
or agent. The call with DTH-added data, transaction ID and mode, is blended
into the call center's existing ACD call traffic. The call is then presented to the
appropriate agent.
Web Communications
The Web Communications feature allows agents and customers to communicate
over the Internet using text chat, page push, and form sharing.
Email Manager
The Email Manager feature integrates Internet e-mail messages into the
multimedia center agent's work flow. E-mails are sent to the appropriate agent
using intelligent routing. E-mails are routed to an agent or group of agents
(skillset) based on an analytical search through the subject or body of an e-mail,
or both, for predetermined keyword(s), the originator, or destination address of
the e-mail.
18 Nortel Networks Symposium Web Center Portal
Standard 2.0