Telephone Set Control; Outbound And Predictive Dialing Applications; Trunk Monitoring; Interactive Voice Response - Nortel TAPI User Manual

— walks away
The logger application displays a walkaway message for that agent position.
When the agent returns and plugs back into the set, the logger application
displays a return message for that agent position. This action allows the agent
to enter the not-ready state without disconnecting.

Telephone set control

You can manipulate a telephone set using the following features:
• call forwarding
• message waiting indicator
• device validation
• event management

Outbound and predictive dialing applications

Symposium TAPI SP supports outbound and predictive dialing applications from
third parties that use the TAPI Service Provider interface for call control and
monitoring. Outbound and predictive dialing applications and tools are used in
call centers to perform telemarketing, collections, telesales, and account
management.

Trunk monitoring

The trunk monitoring feature allows Symposium TAPI SP to process the link
messages for inbound calls on a monitored trunk. The application can use trunk
information to record conversation on incoming calls.

Interactive voice response

Symposium TAPI SP provides call data support for inbound calls transferred from
the Nortel Networks Periphonics IVR system or third-party systems running on
ports that are monitored by Symposium TAPI Service Provider. The service
provider also provides network call data support for calls overflowed from other
remote Succession switches controlled by Symposium TAPI Service Provider.
Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0
Chapter 1 Overview 33