System Components - Nortel Web Center Portal Installation And Administration Manual

July 2004

System components

Symposium Web Center Portal consists of the following seven components:
Portal Server This component stores all call center activity. All incoming
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e-mails, web requests, and all of the associated responses are stored in a
structured format within the database.
Symposium Email Manager This component is installed on the Portal
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server. The Email Manager connects to the e-mail server at regular
intervals. During each connection, all of the configured mailboxes are
accessed. E-mails from the customer are read from the e-mail server,
processed, and then stored in the database. Outgoing e-mails generated
from the e-mail responses stored in the database are sent to the
e-mail server.
Portal Agent Interface This component is installed on the Portal server.
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Agents use Internet Explorer to connect to the Agent Interface to view and
respond to e-mails and web requests.
Portal Administrator This component is installed on the Symposium Web
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Center Portal server or on both the Portal Server and on a separate PC for
remote access. The Portal Administrator provides administrative and
management capabilities.
Portal Desktop This component provides the logon and telephony
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integration with the Agent Interface.
Web Communications This optional component is installed on the
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External Web server. It allows agents and customers to communicate using
the Internet.
Sample Customer Interface This optional component is set up on the
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External Web server. The Sample Customer Interface pages allow
customized web pages to interact with the Symposium Web Center Portal
database (sample pages provided).
Installation and Administration Guide
Getting started
19