Overview - Nortel Express User Manual

Call-flow examples

Overview

Introduction
This chapter describes the operation of the prompt/collect digits feature through
the integration of Voice Services data and the TAPI server
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two call-flow examples
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These examples demonstrate how a prompt/collect digits treatment is
integrated into a call center, highlighting the interaction between Voice
Services, the TAPI server, and the Voice Services card.
Note: For information on how to configure Voice Services treatments, see
Chapter 5, "Configuring Voice Services." For information on call treatments
and call routing, see Chapter 6, "Configuring call treatments and call routing."
Component integration
The prompt/collect digits feature involves the following four components:
1. Symposium Express Call Center. Prompt/collect digits functionality is
provided by the Symposium Express Call Center server using a new server
.DLL file (IVRConnection.DLL). This library file provides a direct
connection from Voice Services to the TAPI server.
2. Voice Services card. Digits are collected on the Voice Services card.
3. Nortel Symposium TAPI Service Provider 2.3. This is installed on a
separate server. It can coreside with the Symposium Agent server.
4. Symposium Agent software client and server. Symposium Agent software
can be used to incorporate screen pop functionality.
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Standard 2.0
Symposium Express Call Center