Nortel Web Center Portal Installation And Administration Manual page 209

July 2004 Configuring Symposium Web Center Portal for e-mail and telephony integration
7 Click the Advanced Settings tab.
Result: The following window appears:
8 Enter the settings you require.
Maximum Open Duration The maximum time (in minutes) that an agent
can have a contact open on his or her desktop. This setting ensures that an
agent handles the contact appropriately (setting it to Pending or Closed)
within a reasonable amount of time. The default is 60 minutes. (The
maximum open duration allowed is 10080 minutes [1 week]).
Maximum Acquired Duration The maximum time (in minutes) that a
contact can be acquired by the DTH but not presented to Symposium Call
Center Server for queuing to an agent. When the Maximum Acquired
Duration expires, the DTH releases the contact and executes its
prioritization algorithm again. The contact can then be reset by the
Transaction Monitor to either New or Closed, depending on what is
configured in the DTH and Transaction Monitor Configurator. The default is
20 minutes. (The maximum acquired duration allowed is 10080 minutes [1
week]).
Installation and Administration Guide 209