Nortel Web Center Portal Reference Manual
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Nortel Web Center Portal Reference Manual

Nortel Web Center Portal Reference Manual

Product release 4.0/su05
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297-2183-115
Nortel Networks Symposium Web Center
Portal
Planning and Engineering Guide
Product release 4.0/SU05
Standard 2.0
July 2004

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Summary of Contents for Nortel Web Center Portal

  • Page 1 297-2183-115 Nortel Networks Symposium Web Center Portal Planning and Engineering Guide Product release 4.0/SU05 Standard 2.0 July 2004...
  • Page 3 The process of transmitting data and call messaging between the Meridian 1 and Symposium Web Center Portal is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use.

  • Page 5: Publication History

    Publication history July 2004 The Standard 2.0 version of the Nortel Networks Symposium Web Center Portal Planning and Engineering Guide, Release 4.0, is released. November 2003 The Standard 1.0 version of the Nortel Networks Symposium Web Center Portal Planning and Engineering Guide, Release 4.0, is released.
  • Page 6 Publication history Standard 2.0 Nortel Networks Symposium Web Center Portal...

  • Page 7: Table Of Contents

    Skills you need ..........12 About Symposium Web Center Portal ......13 Planning your Symposium Web Center Portal system.
  • Page 8 Contents Standard 2.0 viii Nortel Networks Symposium Web Center Portal...

  • Page 9: Getting Started

    C h a p t e r 1 Getting started In this chapter About this guide Skills you need About Symposium Web Center Portal Planning your Symposium Web Center Portal system What’s new in this release Planning and Engineering Guide...

  • Page 10: About This Guide

    Related documentation To install Symposium Web Center Portal, refer to the Nortel Networks Symposium Web Center Portal Installation and Administration Guide. To learn how to use the Agent Interface, refer to the following guides, which are...

  • Page 11: Technical Support

    Assumptions This guide does not provide installation or configuration instructions for Symposium Web Center Portal or any of the required third-party applications. For instructions, refer to the documentation that comes with the applications. Who should read this guide This guide is intended for the following types of readers:...

  • Page 12: Skills You Need

    Internet and e-mail concepts and protocols Microsoft Windows and Microsoft Windows networking concepts your company’s network configuration Symposium Call Center Server or Symposium Express Call Center concepts Nortel Networks TAPI configuration tools switch administration overlays and procedures Nortel Networks Symposium Web Center Portal Standard 2.0...

  • Page 13: About Symposium Web Center Portal

    As a result, it can reduce agents’ handling time, fatigue, and mistakes. System components Symposium Web Center Portal Release 4.0 consists of the elements shown in the diagram on the following page. These elements are described in the following sections.

  • Page 14: Getting Started

    Symposium TAPI Call Server Center Server CLAN Transaction Monitor Agent Interface Database Customer Interface E-mail Transaction Nortel Networks Symposium Web Center Portal Standard 2.0 PSTN Telephone Customer Portal Server OA&M HDX Client Portal Administrator Email Manager Rules Engine POP3 SMTP...
  • Page 15 Symposium Call Center Server handles voice contacts. Operations, Administration and Maintenance (OA&M)—The interface that allows Symposium Web Center Portal to access information in the Symposium Call Center Server database, including configured agents, supervisors, skillsets, and agent to skillset mapping.
  • Page 16 Inbound Message Handler (IMH)—The component that retrieves inbound e-mails from the e-mail server and stores them in the Symposium Web Center Portal database. The IMH connects to the e- mail server using the POP3 protocol; therefore, it supports any POP3- capable server, including Short Message Service (SMS) and fax servers.
  • Page 17 Once an e-mail is successfully stored in the Symposium Web Center Portal database, it is deleted from the e-mail server. The IMH passes a received e-mail to the Symposium Web Center Portal rules engine, which executes any rules relevant to the e-mail (based on the To address, and so on) and invokes the Outbound Message Handler (OMH) to send any necessary auto-responses.
  • Page 18 Getting started A set of sample pages is distributed with Symposium Web Center Portal to provide Java Server Pages (JSP) script examples of how a Web server can access the Java business objects. You must have a web developer to create your own web pages, with their own look, feel, and business logic.
  • Page 19 Symposium Express Call Center 04.02.06 (or later). Integration with TAPI Symposium Web Center Portal is integrated with the TAPI server through the Dynamic Transaction Handler (DTH). The DTH controls the Phantom (virtual) TNs in the telephony switch through TAPI. The DTH presents multimedia contacts to Symposium Call Center Server to queue, route, and report in the same way as Symposium Call Center Server handles voice contacts.

  • Page 20: Planning Your Symposium Web Center Portal System

    The server requirements depend on agent numbers and anticipated transaction volume. Storage space must take into account the space requirements for attachments to e-mails. For more information, refer to “Symposium Web Center Portal database and disk capacity” on page 69. Nortel Networks Symposium Web Center Portal Standard 2.0...

  • Page 21: What's New In This Release

    Symposium Web Center Portal Release 4.0. New operating system In Symposium Web Center Portal Release 4.0, the Portal server runs on the Windows 2000 Server and Windows 2000 Advanced Server operating systems. For more information, refer to the Nortel Networks Symposium Web Center Portal Installation and Administration Guide.
  • Page 22 Getting started Standard 2.0 Nortel Networks Symposium Web Center Portal...

  • Page 23: Planning And Engineering

    C h a p t e r 2 Planning and engineering In this chapter Windows networking requirements System network configuration E-mail server requirements for Symposium Web Center Portal Engineering the switch TAPI requirements Contact center planning External Web server integration...

  • Page 24: Windows Networking Requirements

    Planning and engineering Windows networking requirements Introduction Before you install Symposium Web Center Portal, your network administrator must configure your Microsoft Windows network. Simplest configuration In the simplest configuration, the network administrator adds your Portal and TAPI servers to the domain forest of the Portal Desktops.
  • Page 25 Windows configuration checklist When configuring the Microsoft Windows network, the network administrator must complete the tasks in this checklist. For more information about completing these tasks, refer to the Nortel Networks Symposium Web Center Portal Installation and Administration Guide. Configuration task Create a domain user for the DTH user.

  • Page 26: System Network Configuration

    Planning and engineering System network configuration Introduction This section provides an overview of the Symposium Web Center Portal system network configuration. For more information about configuring Symposium Web Center Portal, refer to the Nortel Networks Symposium Web Center Portal Installation and Administration Guide and the Nortel Networks Symposium Portfolio Server and Operating System Requirements Guide.

  • Page 27: Planning And Engineering

    July 2004 Symposium Web Center Portal port requirements The following diagram provides an overview of the TCP ports that are required for Symposium Web Center Portal: Admin: 8000 Firewall customer Planning and Engineering Guide Remote TAPI Server Procedure Call Remote...
  • Page 28 Used for secure HTTP protocol access (usually 443) 5005 Used for normal database access 8000 Used to access Admin pages for the servlet engine used to run Web Communications (either Tomcat or JRUN) Nortel Networks Symposium Web Center Portal Standard 2.0...
  • Page 29 135, 530, 1500, 2500, Random >1024 Bandwidth recommendations Nortel Networks recommends that the average CLAN utilization not exceed 30 percent of the total bandwidth. This includes all the traffic (even customer traffic). The e-mail server can be remote, but the latency and bandwidth of the connection to these servers will mean slower throughput of the overall system.

  • Page 30: E-Mail Server Requirements For Symposium Web Center Portal

    Symposium Web Center Portal. E-mail server configuration requirements Before you configure your e-mail server for Symposium Web Center Portal, you must ensure that it is POP3 compatible and that you have adequate network bandwidth to retrieve e-mails, including their attachments (especially over a WAN network).
  • Page 31 (such as info@contactcenter.com). You can have one To address or many To addresses. Each To address is associated with a skillset through the rules engine. For more information, refer to the Nortel Networks Symposium Web Center Portal Installation and Administration Guide and your e-mail server documentation.

  • Page 32: Engineering The Switch

    Planning and engineering Engineering the switch Introduction This section provides an overview of the Symposium Web Center Portal switch requirements. Before you install the Symposium Web Center Portal components, you must ensure that the switch is configured properly with Predictive Dialer TNs for use with the DTH...
  • Page 33 July 2004 Supported switch software versions The software release of either Meridian 1 or Succession 1000 that you require depends on the version of Symposium Call Center Server or Symposium Express Call Center that you plan to use. For more information about software releases, refer to your call center documentation.
  • Page 34 Planning and engineering Configuring agent phonesets for TAPI control Symposium Web Center Portal requires TAPI on all of the agent desktops to allow the agent user interface to control the status of the phoneset. This configuration is the same as the standard TAPI configuration for the agent phoneset.
  • Page 35 July 2004 Sample agent phoneset configuration for TAPI The following sample provides the switch configuration of the agent phoneset configured for TAPI. You perform this setup on LD 11. 8446 017 0 00 09 TYPE 2616 CDEN 8D CUST 0 8383 TGAR 1 NCOS 6...
  • Page 36 09 SCR 8476 0 CPND NAME Paula Jones XPLN 27 DISPLAY_FMT FIRST,LAST 10 ACNT 11 SCR 4305 0 12 ADL 16 13 CFW 4 8396 14 MWK 8383 DATE 30 APR 2004 4715 MARP MARP Nortel Networks Symposium Web Center Portal Standard 2.0...
  • Page 37 The DTH initiates calls into the switch to CDNs controlled by Symposium Call Center Server. These calls have call-associated data that contains the transaction ID of the contact from Symposium Web Center Portal. Symposium Call Center Server scripts route these calls to the relevant skillsets and agents whereby the Agent Interface uses the call associated data to pop the contacts on the agent desktop.
  • Page 38 When engineering Predictive Dialer TNs for use with DTH, you must complete the tasks in this checklist: Note: Nortel Networks recommends that you set the TYPE for Predictive Dialer TNs to 2616 and that they are not configured as ACDs.
  • Page 39 On an Option 11 or where the TN is on a XDLC or an empty slot on a large system The TNs used by the Symposium Web Center Portal DTH require a slot in the back plane. (A physical line card need not be present in the slot.)
  • Page 40 List Route Data Blocks (Customer number and route number) Overlay 23 (LD 23) List all Control Directory Number blocks configured within the switch. Retrieve the following information: switch ID auxiliary ID switch release Nortel Networks Symposium Web Center Portal Standard 2.0...
  • Page 41 July 2004 Sample configuration of a Predictive Dialer TN for use with the DTH The following sample provides the switch configuration of a Predictive Dialer TN for use with DTH. You perform this setup in LD11. TAPI 021 0 00 17 TYPE 2616 CDEN 8D CUST 0...
  • Page 42 Symposium Web Center Portal, you can create Phantom TNs. (Phantom TNs consume fewer resources.) You can set these Phantom TNs to default call forward calls to a single Symposium Web Center Portal CDN. In the Symposium Call Center Server scripts, you perform a test against the CDN value rather than against the Dialled DN.

  • Page 43: Tapi Requirements

    Introduction Follow the procedures in this section to validate the operation of the TAPI server for Symposium Web Center Portal agent operation. Nortel Networks supports TAPI 3.0. For more information about TAPI 3.0, refer to the Network Managers Guide for TAPI Service Provider for Succession, Release 3.0, August 2003.
  • Page 44 Given a particular call on a line device, calling this API returns information on that call. Given a particular line device, calling this API returns Call Handles for which the application was previously not aware. Nortel Networks Symposium Web Center Portal Standard 2.0...
  • Page 45 July 2004 To configure the TAPI Browser Log on to the TAPI server as the Local Administrator. Navigate to ../M1Server/Tools, and then double-click TB20W.exe. Result: The TAPI32 Browser window appears. From the Options menu, ensure that both Auto-deallocate idle monitored calls and Auto-deallocate idle owned calls are checked.
  • Page 46 On the Options menu, click Default values. Result: The Default values window appears. In the Parameters box, click line: dwMediaMode. Result: The Bit flags area of the window appears. In the Bit flags box, select INTERACTIVEVOICE. Click OK. Nortel Networks Symposium Web Center Portal Standard 2.0...
  • Page 47 July 2004 In the Parameters box, click line: dwPrivileges. In the Bit flags box, select MONITOR and OWNER. Click OK. Result: The TAPI Browser configuration is complete. To initialize TAPI On the TAPI server, navigate to ../M1Server/Tools, and then double-click TB20W.exe.
  • Page 48 Result: A window like the one below appears. The information displayed contains the name of the provider and the name of the line device. The following example shows the information returned about a Nortel Networks Terminal Number: Nortel Networks Symposium Web Center Portal...
  • Page 49 API). Result: The information returned from the API contains the Posn ID key or DN key on the particular address. Nortel Networks provides custom information in the parameter dwDevSpecific. If this parameter has a value of 1, the particular address on this device is for an ACD key, and if the value is 0, the address is a Single Call Ringing (SCR) or Single Call Not-Ringing (SCN) key.
  • Page 50 ACD functionality. (For more information about retrieving information, see “To retrieve address information” on page 49.) Select the Param check box. Scroll through the API lines in the left-hand column, and then double-click the API “lineGetAgentStatus.” Nortel Networks Symposium Web Center Portal Standard 2.0...
  • Page 51 July 2004 To determine how many applications have opened a particular line In the TAPI Browser window, select the line device in question. Scroll through the API list in the left-hand pane, and then double-click lineGetLineDevStatus. Result: The parameter dwNumOpens indicates how many third-party applications have opened this line.
  • Page 52 In the Parameters box, select lpszDestAddress. In the Value box, type the number you want to dial. Click OK. Result: The TAPI Browser window relays the status of the call from Proceeding to Connected. Nortel Networks Symposium Web Center Portal Standard 2.0...
  • Page 53 July 2004 To get information about the call Under the line device in the middle column, double-click the active call. Result: The information about the call appears in the pane on the right. To determine if there are calls on a device If a call is presented to a device, and then you open the TAPI Browser, the TAPI Browser does not give you any information on the call.

  • Page 54: Contact Center Planning

    Contact center planning Introduction Before you install Symposium Web Center Portal, you must ensure that the Symposium Call Center Server or Symposium Express Call Center system is set up properly to work with Symposium Web Center Portal. You can use Symposium Web Center Portal with Symposium Call Center Server 04.02.06...
  • Page 55 Ensure that all Multimedia Contact Center Agent accounts are created in Symposium Call Center Server. Ensure that the Symposium Web Center Portal specific CDNs are acquired by Symposium Call Center Server. Ensure that the Symposium Web Center Portal agent phonesets are acquired by Symposium Call Center Server.
  • Page 56 To achieve this, you must ensure your system meets the following requirements: The CDNs must be mapped in the Symposium Web Center Portal administration section of the Symposium Web Center Portal Agent setup.
  • Page 57 July 2004 The Symposium Express Call Center setup must allow for proper routing of both voice calls and web calls. Since Symposium Express Call Center scripts are generated automatically after setup, and cannot be edited, you must map call flows for both types of calls before setting up Symposium Express Call Center.

  • Page 58: External Web Server Integration

    Planning and engineering External Web server integration Before you install the Symposium Web Center Portal components on the External Web server, you must consider the following: The firewall configuration in relation to the port connections between the External Web server and the Portal server. For more information, refer to “Symposium Web Center Portal port requirements”...

  • Page 59: Planning The Dynamic Transaction Handler

    When the agent closes the transaction, the DTH places a new call for the next transaction. Nortel Networks recommends that you use Keep Mode, because it provides the best reporting of agent activity. In real-time displays and reports, agent status appears Active while the agent is handling the call.

  • Page 60: Drop Mode

    DTH does not release the line. If the agent accepts the call, the DTH TAPI line is released, and the line is made available for the next call. In this mode, Symposium Web Center Portal can operate efficiently without a DTH TAPI line for every agent.

  • Page 61: Tapi License Requirements

    July 2004 TAPI license requirements Introduction Two types of TAPI licenses are required for Symposium Web Center Portal: Licenses required for multimedia-enabled agents. Licenses required for DTH TAPI lines. The total number of TAPI licenses required for the Symposium Web Center Portal system is the sum of the licenses required to satisfy these two separate needs.
  • Page 62 Agent Utilization or Grade of Service as described in the following sections. Use the information in these sections to determine the number of DTH lines that you require for a given number of agents and a given of Grade of Service. Nortel Networks Symposium Web Center Portal Standard 2.0...

  • Page 63: Dth Traffic Model

    Portal-enabled contact center. Methods of contact can include PSTN/voice, web forms, and e-mail. Symposium Call Center Server, Symposium Express Call Center, M1/ACD, and Nortel Networks IVR are capable of handling the PSTN/ voice traffic. Symposium Web Center Portal traffic is divided into real-time and non-real-time components.
  • Page 64 Steady-state Transaction Arrival rate Steady-state Transaction Arrival rate is the average rate of form or e-mail arrivals to the Symposium Web Center Portal system. The transaction arrival rate is measured in transactions per hour and refers to steady-state rates and not to burst traffic.
  • Page 65 = number of DTH pushed transactions in busy hour * agent service time / 100 The Symposium Web Center Portal traffic should be added to the incoming voice traffic to agents to calculate the overall contact center staffing requirement. Example...
  • Page 66 This number of agents (68) is equal to the number of outbound lines required if Symposium Web Center Portal is set to use Keep Mode. It is the maximum number of outbound lines needed for Symposium Web Center Portal, assuming a 180-second agent service time (the number is higher for a service time greater than 180 seconds).

  • Page 67: Other Parameters

    The number of transactions downloaded to the Agent Interface Symposium Web Center Portal downloads transactions from the Symposium Web Center Portal server to the agent’s PC. The speed of the transaction downloading is related to the processor speed and the memory size of the Symposium Web Center Portal server, and the bandwidth of the network.
  • Page 68 The lifespan timers of call data on the TAPI server Symposium Web Center Portal attaches data to a call and then sends it to the agent desktop. The amount of time that this data is stored in the TAPI server depends on the LifeSpan parameter defined in the mlinksp.ini file.

  • Page 69: Symposium Web Center Portal Database And Disk Capacity

    Symposium Web Center Portal database and disk capacity Introduction This section lists the database files used by Symposium Web Center Portal and provides database capacity calculations. Note: For more information about database requirements, refer to the Nortel Networks Symposium Portfolio Server and Operating System Requirements Guide (P-2003-0381-Global).
  • Page 70 Transaction log size Transaction records are stored in the SWCP_logdev.da file. This file is 10 Gbytes in size, and holds up to 750 000 transactions. Nortel Networks recommends that you purge the database when the Dashboard utility warns you that the database is at 80 percent capacity.
  • Page 71 Remember that when you purge the database, you permanently remove the information from the database. You can use the Dashboard utility to monitor the servers in your system. For more information, refer to your Nortel Networks Symposium Web Center Portal Installation and Administration Guide. Example...

  • Page 72: Symposium Web Center Portal Performance Tool

    Center web site. To access this web site, go to www.nortelnetworks.com and click Partner Information Center. The Performance Tool is in the following location: Products by Brand (Documentation) / Symposium Web Center Portal 4.0 / Tools Nortel Networks Symposium Web Center Portal Standard 2.0...
  • Page 73 LAN inputs inputs for your call center Once you enter all of the specifications for the Symposium Web Center Portal parameters, the Performance Tool uses mathematical models to estimate the performance and capacity of the components. The results appear in the Output section of the Performance Tool.
  • Page 74 Portal database to support the number of transactions that will be stored in the database the e-mail attachments directory size the impact on the LAN Nortel Networks Symposium Web Center Portal Standard 2.0...

  • Page 75: Telephony Calculations

    A p p e n d i x A Telephony calculations In this appendix Using Erlang B Planning and Engineering Guide...

  • Page 76: Using Erlang B

    GOS. The first M found where Prob is less than or equal to the GOS is the number of required lines. Note: Alternatively, you can also use a table of Erlang B. (A table of Erlang B is found in most traffic engineering texts.) Nortel Networks Symposium Web Center Portal Standard 2.0...

  • Page 77: Glossary

    See application program interface application 1. A logical entity that represents a Symposium Web Center Portal script for reporting purposes. The Master script and each primary script have an associated application. The application has the same name as the script it represents. 2. A program that runs on a computer.
  • Page 78 An optional service that identifies the telephone number of the caller. This information can then be used to route the call to the appropriate agent or skillset. The CLID can also be displayed on an agent’s phoneset. Nortel Networks Symposium Web Center Portal Standard 2.0...
  • Page 79 Customer local area network The LAN to which your corporate services and resources connect. The Symposium Web Center Portal and client both connect to the CLAN. Third- party applications that interface with the server also connect to this LAN. DBMS...
  • Page 80 Glossary desktop user A configured user who can log on to Symposium Web Center Portal from a client PC. DHCP See dynamic host configuration protocol. Dialed Number Identification Service An optional service that allows Symposium Call Center Server to identify the phone number dialed by the incoming caller.
  • Page 81 Center Server and the switch. event 1. An occurrence or action on the Symposium Web Center Portal, such as the sending or receiving of a message, the opening or closing of an application, or the reporting of an error. Some events are for information only, while others can indicate a problem.
  • Page 82 Symposium Call Center Server Management Information Bases (MIBs) contribute to the overall network MIB by identifying Nortel Networks/Meridian/Symposium Call Center Server nodes within the network identifying significant events (SNMP traps), such as alarms reporting specifying formats of alarms Nortel Networks Symposium Web Center Portal Standard 2.0...
  • Page 83 The first script executed when a call arrives at the Symposium Web Center Portal. A default Master script is provided with Symposium Web Center Portal, but it can be customized by an authorized user. It can be deactivated but not deleted.
  • Page 84 The percentage of incoming calls answered within a configured number of seconds. service level threshold A parameter that defines the number of seconds within which incoming calls should be answered. Nortel Networks Symposium Web Center Portal Standard 2.0...
  • Page 85 The hardware that receives incoming calls and routes them to their destination. Symposium Web Center Portal call A call to a CDN that is controlled by the Symposium Call Center Server. The call is presented to the Incalls key on an Symposium Web Center Portal agent’s phoneset. telephony The science of translating sound into electrical signals, transmitting them, and then converting them back to sound.
  • Page 86 Glossary Standard 2.0 Nortel Networks Symposium Web Center Portal...

  • Page 87: Index

    CLAN settings CLAN utilization components configuring agent phonesets for TAPI control Predictive Dialer TNs Symposium Web Center Portal network Windows contacts presenting to Symposium Call Center Server requirements utilization Planning and Engineering Guide...
  • Page 88 Phantom calls Phantom Loop Phantom TNs planning, contact center port requirements Portal Administrator Portal Desktops Portal Server ports Predictive Dialer TNs, configuring pull mode purging the database push mode Nortel Networks Symposium Web Center Portal Standard 2.0 Portal See OA&M...
  • Page 89 Symposium Call Center Server CLAN settings integration with presenting contacts to requirements setup Symposium Express Call Center call routing requirements Symposium Web Center Portal components server TAPI API commands configuring agent phonesets for control by Planning and Engineering Guide initializing integration with...
  • Page 90 Index Standard 2.0 Nortel Networks Symposium Web Center Portal...

  • Page 91: Reader Response Form

    _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ Please return your comments by fax to 353-91-756050, or mail your comments to Contact Center Documentation Research and Development Prime, Nortel Networks, Mervue Business Park, Galway, Ireland. Reader Response Form Nortel Networks Symposium Web Center Portal Release 4.0/SU05...
  • Page 94 The process of transmitting data and call messaging between the Meridian 1 and Symposium Web Center Portal is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use.

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