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July 2004
About Symposium Web Center Portal
Introduction
Nortel Networks Symposium Web Center Portal is a client/server contact center
application that expands contact center capabilities to handle multimedia
contacts, including e-mails and web forms. Unlike a conventional e-mail system,
which directs e-mail contacts to a single e-mail account, Symposium Web
Center Portal directs them to a skillset, or a group of qualified agents. The
contact is then handled by the first available agent in the skillset. If more than
one agent is available, the contact is routed to the agent with the highest priority
for the skillset.
Symposium Web Center Portal provides enhanced routing, tracking, and
reporting of Internet transactions, which consist of the initial contact plus your
agents' responses. It allows you to measure and control the volume of traffic
from the Internet. Supervisors and administrators can view real-time displays of
contact center activities and run historical reports.
The Agent Interface presents agents with a browser-based graphical user
interface. Symposium Web Center Portal agents can respond to contacts through
a variety of media, including callback responses, e-mail, Internet text chat, and
form sharing.
The Portal Desktop software provides an automated response feature to
eliminate repetitive actions, such as addressing an e-mail or typing a common
response in text chat. 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.
Planning and Engineering Guide
Getting started
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