Nortel Agent Manual

Nortel Networks Symposium Agent
Programmer’s Guide
Product release: 2.3
Document release: Standard 2.0
Date: January 2001

Standard 1.01
ii Nortel Networks Symposium Agent

Programmer’s Guide iii
Nortel Networks Symposium Agent
Programmer’s Guide
Product release: 2.3
Document release: Standard 2.0
Date: January 2001
Copyright © 2001 Nortel Networks, All Rights Reserved.
Information is subject to change without notice. Nortel Networks reserves the right to make
changes in design or components as progress in engineering and manufacturing may warrant.
The process of transmitting data and call messaging between the Meridian 1 and the Symposium
Agent is proprietary to Nortel Networks. Any other use of the data and the transmission process is
a violation of the user license unless specifically authorized in writing by Nortel Networks prior to
such use. Violations of the license by alternative usage of any portion of this process or the
related hardware constitutes grounds for an immediate termination of the license and Nortel
Networks reserves the right to seek all allowable remedies for such breach.
DMS, MERIDIAN 1, MERIDIAN LINK, MSL-100, NORTEL NETWORKS, NORTEL NETWORKS
HOW THE WORLD SHARES IDEAS, and SYMPOSIUM are trademarks of Nortel Networks.
INTERNET EXPLORER, WINDOWS, and WINDOWS NT are trademarks of Microsoft
Corporation.
Your responsibility for your system's security
You are responsible for the security of your system. Nortel Networks does not warrant that this
product is immune from or prevents unauthorized use of common-carrier telecommunication
services or facilities accessed through or connected to it. Nortel Networks is not responsible for
any charges that result from such unauthorized use. Product administration to prevent
unauthorized use is your responsibility, and your system administrator should read all documents
provided with this product to fully understand the features available that may reduce your risk of
incurring charges.

Standard 2.0
iv Nortel Networks Symposium Agent
Publication history
July 2000 This is the Draft 0.01 release of the Nortel Networks Symposium
Agent Release 2.3 Programmer’s Guide.
November 2000 This is the Draft 0.02 release of the Nortel Networks Symposium
Agent Release 2.3 Programmer’s Guide incorporating
recommended changes from Technology.
December 2000 This is the Standard 1.0 release of the Nortel Networks Symposium
Agent Release 2.3 Programmer’s Guide incorporating
recommended changes from Technology.
January 2001 This is the Standard 2.0 release of the Nortel Networks Symposium
Agent Release 2.3 Programmer’s Guide incorporating
recommended changes from Technology.

Programmer’s Guide v
Contents
Getting started 1
About this guide...........................................................................................................2
Overview .....................................................................................................................3
Minimum system requirements ...................................................................................5
Symposium Agent data flow........................................................................................6
Setting up triggers and call rules 9
Setting up a keystroke call trigger .............................................................................10
Setting up a DDE trigger ...........................................................................................15
Setting up an OLE trigger..........................................................................................18
Setting up a call rule..................................................................................................28
Setting up a call rules group......................................................................................31
Using Agent Compass 33
Symposium Agent data flow in agentCompass.........................................................34
Query strings .............................................................................................................35
Web server setup......................................................................................................37
Client setup ...............................................................................................................38
Setting up an agentExplorer call trigger ....................................................................39
Setting up and enabling agentCompass call rules ....................................................41
Setting up telephony-enabled tabs for agents...........................................................42
Testing the call rule ...................................................................................................44
Getting Started with Symposium Agent Reporting 45
Overview ...................................................................................................................46
Configuring the database access..............................................................................48
Defining an ODBC System DSN ...............................................................................52
Database Entity Relationship Diagram......................................................................55
Data Dictionary..........................................................................................................57
Sample Report using Crystal Reports.......................................................................70
Outbound dialing using Symposium Agent 75
Dial feature................................................................................................................76
Active Server Page examples 78
Introduction................................................................................................................79
An Active Server Page sample (NNWEB.ASP) ........................................................80
Sample source for switchboard.asp ..........................................................................82
Sample source for flowers.asp..................................................................................83

Standard 2.0
vi Nortel Networks Symposium Agent
Sample source for pizza.asp.....................................................................................84
Sample source for unknown.asp...............................................................................85
Index 87

Programmer’s Guide 1
Chapter 1
Getting started
In this chapter
About this guide 2
Overview 3
Minimum system requirements 5
Symposium Agent data flow 6

Getting started Standard 2.0
2 Nortel Networks Symposium Agent
About this guide
Introduction
The Symposium Agent Release 2.3 Programmer’s Guide describes how to create
OLE, DDE, and keystroke macro triggers. This guide also demonstrates the use
of the agentCompass module in Symposium Agent Release 2.3.
Distribution of this guide
This document is available only in electronic Portable Document Format (PDF)
on the CD-ROM that is supplied with the Symposium Agent Release 2.3 software.
View this file using Acrobat Reader, or print it in whole or in part for individual
use.
Who should use this guide
Information in this document is intended for developers writing web applications
that use Symposium Agent Release 2.3.
Skills you need
To use this guide effectively, you must have experience with basic programming,
telephony products, and Microsoft Windows. You need to be able to write triggers
and call rules for Symposium Agent, and you should be familiar with Visual Basic
or another language that supports OLE Automation technology. In addition, if you
plan to use the agentCompass feature, you should have experience with server-
side web programming.
For further information
For further information on using Call Rules, refer to the Call Rules topic in the
Symposium Agent online Help.
For further information about Symposium Agent, refer to the Symposium Agent
Release 2.3 Installation Guide.
For additional information or help using this guide, call the Nortel Networks
Developer Support Hotline at (800) NT-4CTI-0.
For information about other Nortel Networks products, call (800) 4-NORTEL
(466-7835). Outside the United States and Canada, contact your Nortel Support or
Sales representative.

January 2001 Getting started
Programmer’s Guide 3
Overview
Symposium Agent Release 2.3 provides several methods for passing telephony
information to various applications, including web applications. This information
can be passed to applications such as Microsoft Outlook, Microsoft Excel, or a
custom application using OLE Automation, Dynamic Data Exchange (DDE), or
keystroke macros. Symposium Agent also provides the agentCompass feature that
allows a user to pass telephony information to a web application.
In Symposium Agent Release 2.3, the AgentCompass feature is provided as a
built-in tool that allows you to telephony-enable any web page or web application.
The Symposium Agent Release 2.3 client has built-in web browsers called
agentTabs that use Internet Explorer 4.0 browser technology. The agentCompass
feature is available only to the Symposium Agent browser tabs and provides a
means for passing telephony data and additional information to any web page that
can reside in Internet Explorer 4.0.
AgentCompass passes telephony information, such as caller telephone number or
data collected by an Integrated Voice Response (IVR) unit, to a web server. This
data can be processed by any current web technology. For example,
agentCompass works with web pages using Active Server Pages (ASP), PERL,
JavaScript, and VB Script.
AgentCompass uses Symposium Agent’s support for OLE call rules to
communicate with the Symposium Agent agentTabs. An administrator uses the
Symposium Agent Call Rules Explorer to create call rules that define when
telephony information is passed to the agentTabs (URL). As with any call rule, the
administrator can designate when the call rule executes. Call rules can be set up to
execute when an incoming call is ringing, answered, or released, and when an
outgoing call is answered or released. When a call rule is executed, telephony
information can be passed to all the agentTabs.

Getting started Standard 2.0
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The following screen capture shows an example of an agentTab in Symposium
Agent 2.3.

January 2001 Getting started
Programmer’s Guide 5
Minimum system requirements
! Symposium Agent 2.3 Server for Windows NT 4.0 with a minimum of
Service Pack 4 installed
! Symposium Agent 2.3 Client for Windows 95, Windows 98, or Windows NT
with a minimum of Service Pack 4 installed
! Internet Explorer 4.0 or 5.0 (a requirement for the Symposium Agent Release
2.3 client and server installation)
For the complete specifications required for your configuration, refer to the
Symposium Agent Release 2.3 Planning and Engineering Guide.
.

Getting started Standard 2.0
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Symposium Agent data flow
The following diagram shows how data is passed by Symposium Agent.
During initialization, Call Rules Runtime retrieves the call rules and triggers from
the Symposium Agent database for the currently logged in user. The call is passed
to the TAPI interface, which raises the telephony data to the Call Rules Runtime.
Rules Runtime initiates the correct trigger based on call criteria such as call state
(for example, on Answer). OLE triggers raise call data to windows applications
that support OLE automation using a custom OLE Automation Server. DDE
triggers and keystroke macros are executed from the call rules runtime
component. The agentCompass feature uses an OLE DLL to communicate with
NNLogin. OLE, DDE, and keystroke macro triggers are discussed in further detail
in the following chapter.

January 2001 Getting started
Programmer’s Guide 7
The following data is passed when a call rule is executed.
Call rule data
CallerNumber Number of party who placed the call.
CalledNumber Number of party or DNIS receiving the call.
CallData Attached data such IVR data.
CallID The callID is the unique identifier for a call in a
networked environment.
State This is the call state (Connected, Idle, Offering).
Extension The extension on which the call arrived.
LineName The line name on which the call arrived.
TrunkInfo TrunkInfo consists of two numbers: the trunk
group and member for calls outside the local
switch. This information might be used by voice
recording equipment which sits on a trunk and
records calls based on trunk group and member
numbers.
CallerName This is the caller name. Since this does not
always show up, it was placed at the end of the
query string.
CalledName This is the called name. Since this does not
always show up, it was placed at the end of the
query string.
The Symposium TAPI Service Provider does not support CallerName and
CalledName for the Meridian 1. CallerName and CalledName are supported by
the ICM TAPI Driver when used with the DMS or MSL-100.
Additional data is available when using the agentCompass feature. This
information is described in the section Symposium Agent data flow in
agentCompass on page 34.

Getting started Standard 2.0
8 Nortel Networks Symposium Agent

Programmer’s Guide 9
Chapter 2
Setting up triggers and call rules
In this chapter
Setting up a keystroke call trigger 10
Setting up a DDE trigger 15
Setting up an OLE trigger 18
Setting up a call rule 28
Setting up a call rules group 31

Setting up triggers and call rules Standard 2.0
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Setting up a keystroke call trigger
Applications that do not support OLE Automation or the use of DDE can still
receive telephony information by using keystroke macros. The following example
uses Microsoft Wordpad.
To set up a keystroke trigger
1 Log in to Symposium Agent Administration and open Call Rules Explorer.
2 Click Trigger Wizard on the Tools menu. (You can also open the Trigger Wizard by
right-clicking the Triggers icon and selecting New Trigger Wizard.)
The Trigger Wizard – Step 1 dialog box appears.
3 Type a name for this trigger.
4 Check the Notify browser after firing check box.
5 Click Next to move to the Trigger Wizard Step 2 dialog box.

January 2001 Setting up triggers and call rules
Programmer’s Guide 11
6 Since the trigger is not in the list, click New to move to the New Application dialog
box.
7 Type the Application name. Make sure this name exactly matches the window title
that will appear when it screen pops at the agent’s PC. You may have to maximize
the application window to check its title.
8 Type the Application filename. This name has an .exe extension.
9 Open the application you just named if you have not already done so.

Setting up triggers and call rules Standard 2.0
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10 Click OK to move to the Trigger Wizard – Step 3 dialog box.
11 Select the application from this list.
12 Click Record to open the Keystroke Recorder toolbar.
The Keystroke Recorder toolbar appears in the lower right corner of your screen to
avoid conflict with other windows. It is used to record keystrokes and to send
telephony data to the application.
13 Click the red Record button and begin recording the keystroke sequence required to
open the application or a file within the application.
Note: You must use keystrokes to record all the actions you want to occur on
playback. Mouse movements will not be recorded. For example, enter the Alt-F
keystroke sequence instead of using the mouse to click File on the menu bar.
14 If telephony items are required, insert them as follows:
a. Click the Pause button, then click the Insert button. Do not click the black Stop
button as this will terminate the process. The Insert Data Wizard appears.
b. Select the items to insert, then click Next. You can insert the following data:
Caller number This is the number of the party who placed the call.
Caller name This is the caller name (DMS/MSL-100 only).
Called number This is the number of the party receiving the call.
Called name This is the called name (DMS/MSL-100 only).
Call data This is attached data, such as IVR data.
Note: If you select Call data with an outbound call rule, the trigger executes only
Play Pause Stop Record Insert Save Delete

January 2001 Setting up triggers and call rules
Programmer’s Guide 13
when the call is answered, not on dial tone.
c. Select the type of data you wish to insert. The type of data is a pre-existing
format you want to apply to the caller or called number.
d. Click Next.
e. Click the Record button again to continue recording keystrokes.
15 When you have finished recording, click the Stop button.
16 At this point, you can play, save, or delete the recorded keystrokes.
17 Test your keystroke macro by clicking the Play button. If you specified that call data
should be added to the keystroke sequence, the Sample Data Values dialog box
appears. This dialog box allows you to enter test values for any call data that will be
played back during this test process. Enter the call data and click the Execute button.
18 To save your keystroke macro, click the Save button on the Keystroke Recorder
toolbar. This saves the keystroke sequence and ends the trigger creation process.
The Trigger Wizard – Finished! dialog box appears.
19 Click Finish to move to the Rule Wizard – Step 4 dialog box.
20 From the Available Triggers list, highlight the trigger you want to execute.
21 Click the right arrow to move the highlighted trigger to the Selected Triggers list.
When you have selected all the triggers required for this call rule, click Next to move
to the Rule Wizard – Step 5 dialog box.

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14 Nortel Networks Symposium Agent
22 The dialog box indicates the trigger firing order of this rule. Change the order if
required, using the up and down arrows. When you are finished, click Next to move to
the Rule Wizard – dialog box.
23 Check that the summary of the call rule configuration is correct.
24 Click Finish. The Call Rules Explorer window opens displaying the new call rule.
25 Select File/Close to exit Call Rules Explorer.