Architecture - Nortel CCT User Manual

Communication Control Toolkit architecture

Architecture

The following illustrations show the architecture of the Communication Control
Toolkit in contact center, knowledge worker, and self-service environments.
Contact center architecture
In a contact center environment, Communication Control Toolkit enhances the
skill-based routing ability of Symposium Call Center Server by allowing you to
create customized agent applications, such as software phones, agent telephony
toolbars with screen pops, and intelligent call management applications.
In this environment, the TAPI Service Provider uses Meridian Link Services to
communicate with Symposium Call Center Server over the Nortel server subnet.
Through Symposium Call Center Server, it communicates with the switch.
Optionally, the IPML Service Provider connects to an IVR server on the Nortel
server subnet.
The diagram on page 29 shows an overview of the architecture of
Communication Control Toolkit in a contact center.
28
Standard 5.01
Communication Control Toolkit