Nortel Web Center Portal Installation And Administration Manual page 201

July 2004 Configuring Symposium Web Center Portal for e-mail and telephony integration
Using Symposium Web Center Portal DTH with Symposium Call
Center Server Call Presentation Classes
The following table provides an overview of the Symposium Call Center Server
Presentation Classes (forced/not forced) and how they correspond with the DTH
modes (keep call/drop call).
Symposium Call Center Server Call
Presentation Class
Forced
Not forced
Note: For more information about Symposium Call Center Server Call
Presentation Classes, refer to the Nortel Networks Symposium Call Center
Server Administrator's Guide for the M1/Succession.
To stop the DTH service
If, at any time, you need to stop the DTH service, use the following procedure:
Installation and Administration Guide
DTH mode
Keep Mode: Decline option is grayed out.
The agent phoneset stays connected when
accepting. The phoneset goes on hold when
an agent makes an outbound call from the
Agent Interface. The phoneset is connected
again when the agent hangs up the second
(outbound) call from the Agent Interface.
Drop Mode: Decline option is grayed out.
The agent's phoneset goes (Not Ready) NRD
when accepting.
Keep Mode: Decline is offered. The agent's
phoneset goes NRD if declining, and the
transaction is put back in the skillset.
Drop Mode: Decline is offered. The Agent's
phoneset goes NRD if declining, and the
transaction is put back in the skillset. The
agent's phoneset goes NRD when accepting.
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