Nortel Symposium Agent User manual

Nortel Networks Symposium Agent
Planning and Engineering Guide
Product release: 2.3
Document release: Standard 2.0
Date: June 2001

Nortel Networks Symposium Agent
Planning and Engineering Guide
Product release: 2.3
Document release: Standard 2.0
Date: June 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, and SYMPOSIUM are
trademarks of Nortel Networks. INTERNET EXPLORER, WINDOWS, and WINDOWS NT are
trademarks of Microsoft Corporation. Sybase is a trademark of Sybase Corporation.

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Publication history
November 1999 This is the standard 1.0 release of the Nortel Networks Symposium
Agent Planning and Engineering Guide Release 2.0.
June 2001 This is the standard 2.0 release of the Nortel Networks Symposium
Agent Planning and Engineering Guide Release 2.3.

Planning and Engineering Guide v
Contents
Getting started 7
About this guide ........................................................................................................... 8
Overview ...................................................................................................................... 9
Considerations for planning and engineering .............................................................. 9
System components................................................................................................... 10
Technical support....................................................................................................... 12
System configurations 13
Introduction ................................................................................................................ 14
Standalone configuration ........................................................................................... 14
Coresident configuration ............................................................................................ 16
Symposium Agent switch connectivity....................................................................... 17
Understanding server performance 19
Introduction ................................................................................................................ 20
Key performance factors............................................................................................ 20
Understanding client features 23
Introduction ................................................................................................................ 24
Client software features ............................................................................................. 24
CPU usage 29
Introduction ................................................................................................................ 30
Load Testing and Data Collection.............................................................................. 31
Load Tests and Hardware/Software Configuration.................................................... 32
Results ....................................................................................................................... 32
CPU Loading Measurement Data .............................................................................. 33
CPU Loading Model ................................................................................................... 34
Summary.................................................................................................................... 36

Standard 2.0
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Planning and Engineering Guide 7
Chapter 1
Getting started
In this chapter
About this guide 8
Overview 9
Considerations for planning and engineering 9
System components 10
Technical Support 12

Getting started Standard 2.0
8 Nortel Networks Symposium Agent
About this guide
Introduction
The Symposium Agent Release 2.3 Planning and Engineering Guide provides
information for selecting and planning your Symposium Agent system.
Who should use this guide
Information in this document is intended for technical planning and purchasing
personnel who are responsible for determining the requirements for installing and
operating a Symposium Agent system in their organization.
Skills you need
You need knowledge and experience of products not covered in this document.
Nortel Networks product knowledge
! Meridian 1 Option 11-81 PBX or DMS-100 or MSL-100
! Symposium TAPI Service Provider for M1
! Symposium Call Center Server or Symposium Express Call Center Server
! Symposium CompuCall TAPI Server or Symposium TAPI Driver for ICM
PC experience or knowledge
! Microsoft Windows NT Workstation and Windows NT Server
! Microsoft Windows 2000 Server and Microsoft Windows 2000 Professional
! Microsoft Internet Explorer 4.0
! Microsoft Internet Information Server
! Microsoft Windows 95
! Microsoft Windows 98
! Microsoft Transaction Server
! Sybase Adaptive Server
Other experience or knowledge
! network management
! client-server systems
! Microsoft Telephony Application Programming Interface (TAPI 2.1)
For further information
! Symposium TAPI Service Provider Release 2.2 for Meridian 1, GRB-116
! Symposium TAPI Driver for ICM Product Service Introduction (PSI)

June 2001 Getting started
Planning and Engineering Guide 9
# 50193.16/04-99 Issue 1
! Symposium Agent 2.3, Sales and Marketing Bulletin # 1260-G
! Symposium Agent 2.3 General Release Bulletin
! Reference Guide for Installing, Configuring, and Maintaining the Symposium
TAPI Service Provider for Meridian 1 Release 2, Publication ID 881938
! Symposium Agent 2.3 Installation Guide, available as a .pdf file on the
Symposium Agent 2.3 CD-ROM
! Symposium Agent 2.3 online Help in HTML format
The online Help includes information for administering the system after the
installation and initial setup. The Help topics, reference information, and brief
tutorials appear in a Table of Contents that you can open using your browser.
The Help topics are also indexed by keywords.
Before using the online Help, you may need to relax your browser security for
the Intranet (not Internet) zone to allow the use of the ActiveX control that
provides the Help Table of Contents. For instructions on browser security
settings, see the section called "Running the Symposium Agent administration
tool."
Neither the Symposium Agent 2.3 Installation Guide nor the online Help is
sold or distributed in paper copy.
Overview
The Symposium Agent server can be set up in two configurations. In the first
configuration, as a standalone server, the Symposium Agent Server software
resides on the server platform by itself. The second configuration combines the
Symposium Agent server software and the TAPI Service Provider (M1 TAPI SP,
CompuCall TAPI Driver or TAPI Driver for ICM) on the same server platform.
The information contained in this document explains how to plan for each
configuration.
Considerations for planning and engineering
Planning and engineering involves determining the best size, platform, and
location for your Symposium Agent system.
To start planning and engineering a Symposium Agent system, consider the

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following questions:
! Will Symposium Call Center Server or Symposium Express Call Center
Server route calls to your Symposium Agent users?
! What is the LAN connectivity for the PCs?
! What applications will you want users to screen pop on, and which data
(Calling Number, Called Number/DNIS or Call/User Data) will be used to
trigger the screen pops?
! Will the client PC be equipped with Windows 95,Windows 98, Windows NT
4.0 Workstation, or Windows 2000 Professional?
! How are your network domains currently set up and how will the domain
requirements imposed by TAPI SP and Symposium Agent impact the current
network?
! Where will the servers be located and how will they be connected?
! Will you use your own web server to support your application(s) or will you
use Internet Information Server? Which server will Symposium Agent uses as
it’s web server? (If you use Symposium Agent’s server as your web server,
you may require a faster machine with more memory and larger disk drive.)
! Do you want screen pops to occur before calls are answered (when the agent's
phone is ringing), when the call is answered/connected, or after the call ends?
! What is the maximum number of calls per hour the call center will handle?
! What is the number of concurrent users?
System components
Key components
A Symposium Agent system consists of five key components:
1) Switch components Meridian 1 Option 11C and Options 51C
through 81C or MSL-100 or DMS-100 are
supported.
2) Symposium Agent Server The Symposium Agent Server software and
Telephony Server (TAPI SP) software can
3) Telephony Server (TAPI Server) reside on separate Windows NT 4.0 or
Windows 2000 servers
or on the same server.
4) Administrative PC The Administrative PC is used to configure