Nortel Web Center Portal Installation And Administration Manual page 544

Symposium Web Center Portal telephony components
The TAPI server and the Nortel Networks TAPI Service Provider (TSP) are
!
required to allow the Symposium Web Center Portal transaction in the ACD
queue.
DTH workflow logic
The following list describes the workflow logic of DTH for Symposium Web
Center Portal and ACD-blended media to the agent's desktop.
Note: If a system time change is required, you must stop DTH first, change the
system time, and then restart DTH.
1. The DTH must reside on a server in the same domain as the TAPI server or
have a trust relationship with the TAPI server.
2. The DTH cannot run on the same computer as the TAPI server.
3. Customers submit data through the Symposium Web Center Portal
Customer Interface component and e-mail.
4. The Symposium Web Center Portal DTH queries the database to find the
oldest transactions with "new" status. The order by which the transactions
are sorted in this query is based on the priority and callback time.
This method of handling transactions is valid for the transactions submitted
in the database since the polling took place. You can change the polling
interval using the DTH Configuration Utility.
Transactions with a higher priority are presented to the agents first.
Transactions with the same priority are presented to agents in the order in
which they are received.
5. The DTH places a call to the appropriate ACD based on the skillset. The
DTH communicates with the TSP component causing a call to be generated
to the appropriate ACD queue. The ACD is configured through the
Symposium Web Center Portal Administrator.
The number of TNs, DNs, and line devices is configured by the customer.
6. Subsequently, the transaction number and other unique information is
attached to the call by the DTH. Other information includes any server-
configured data to be pushed to the client TAPI component.
544 Nortel Networks Symposium Web Center Portal
Standard 2.0