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Understanding client features
web pages for other vendors' call center applications (such as Comverse call
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recording, and Symon call center statistics)
customized call guides
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others, as required by the customer
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Call information can be passed to these web pages. This allows easy construction
of web-based call guides that are customized for a call center's needs. Different
pages can appear on the tab based on call state (offering, connected, idle), and all
of the pages are passed call data (for example, IVR digits, calling line id, dialed
number).
Call rules runtime
The call rules runtime component is an ActiveX .EXE that is started by the login
program. It allows screen pops or other interactions with third-party software
through a variety of mechanisms (keystroke macros, DDE, or OLE) when
telephone calls are made or received. The call rules runtime component is also
responsible for passing telephony data to web URLs represented by the browser
tabs.
Telephony control
Telephony control is provided by a Nortel Networks ActiveX Telephone Object
(nato.exe) and an ActiveX .EXE component. This component is used by the
browser's soft phone and by call rules runtime.
License management
License management is accomplished with the aid of Globetrotter's FlexLM
software, which allows only a certain number of users to check out a feature at
the same time. The number of simultaneous users is defined in a license file
given to the customer by Nortel Networks when Symposium Agent is purchased.
In addition, hardware protection is employed (via a dongle on a license server).
When a Symposium Agent user logs in, a feature is checked out. When a
Symposium Agent user logs out, the feature is checked back in. While a
Symposium Agent user is logged in, the license manager heartbeat is periodically
checked.
Language support
One attribute of a user in the Symposium Agent database is preferred language.
Text strings in the user interface of both the browser and call rules runtime
programs appear in the logged-on user's preferred language.
26
Standard 2.0
Nortel Networks Symposium Agent
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