Nortel Web Center Portal Instruction Manual

Nortel Networks Symposium Web Center
Portal
Installation and Administration Guide
Release 4.0/SU05 Standard 2.0 July 2004
297-2183-225

Nortel Networks Symposium Web Center Portal
Installation and Administration Guide
Publication number: 297-2183-225
Product release: 4.0
Document release: Standard 2.0
Date: July 2004
Copyright © 2004 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 Symposium Web
Center Portal 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.
*Nortel Networks, the Nortel Networks logo, the Globemark, IVR, Meridian, Meridian 1, Meridian
Link, Succession, and Symposium are trademarks of Nortel Networks.
APACHE is a trademark of Apache Micro Peripherals, Inc.
MICROSOFT, MS-DOS, POWERPOINT, WINDOWS, and WINDOWS NT are trademarks of
Microsoft Corporation.
NOVELL is a trademark of Novell, Inc.
J2SE and J2EE are trademarks of Sun Microsystems, Inc.
SYBASE is a trademark of Sybase, Inc.
PCANYWHERE is a trademark of Symantec Corporation.

Installation and Administration Guide v
Publication history
July 2004 The Standard 2.0 issue of the Symposium Web Center Portal
Installation and Administration Guide, Release 4.0/SU05, is
released.
November 2003 The Standard 1.0 issue of the Symposium Web Center Portal
Installation and Administration Guide, Release 4.0, is released.

vi Symposium Web Center Portal
Publication history Standard 2.0

Installation and Administration Guide vii
Contents
1Getting started 13
About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
About Symposium Web Center Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
What’s new in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Technical support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
2Installing the Symposium Web Center Portal software 27
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Supported configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Installation sequence. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Installation data requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Third-party software on the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Antivirus software on Symposium Web Center Portal servers . . . . . . . . . . . 39
Installing Sybase Adaptive Server Enterprise and Sybase Client. . . . . . . . . . 41
Installing the Portal Server component. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Installing the Portal Administrator component. . . . . . . . . . . . . . . . . . . . . . . 102
Configuring the Symposium Web Center Portal license . . . . . . . . . . . . . . . 114
Installing the Portal Agent Interface component . . . . . . . . . . . . . . . . . . . . . 118
Configuring the Portal Agent Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Installing software Service Updates and PEPs . . . . . . . . . . . . . . . . . . . . . . . 134
Shutting down the Symposium Web Center Portal services . . . . . . . . . . . . 140
3Installing and configuring the External Web server 141
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Installing the Java 2 Standard Edition environment . . . . . . . . . . . . . . . . . . . 145
Installing the required web server software . . . . . . . . . . . . . . . . . . . . . . . . . 148
Installing the Sample Customer Interface and Web Communications
components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
4Installing and configuring agent PCs 171
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
Configuring agent PCs for the TAPI Service Provider. . . . . . . . . . . . . . . . . 173

viii Symposium Web Center Portal
Contents Standard 2.0
Installing the Portal Desktop. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
Configuring the Agent Roaming feature . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
5Configuring Symposium Web Center Portal for
e-mail and telephony integration 193
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Configuring the DTH for TAPI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
Configuring the DTH and the Transaction Monitor parameters. . . . . . . . . . 203
Configuring the Host Data Exchange service. . . . . . . . . . . . . . . . . . . . . . . . 216
Network configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
Changing the default values for the Portal Agent Interface . . . . . . . . . . . . . 225
Configuring the handling of canceled transactions. . . . . . . . . . . . . . . . . . . . 226
6Configuring e-mail for Symposium Web Center Portal 229
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
Configuring mailboxes for Symposium Web Center Portal. . . . . . . . . . . . . 233
Configuring outbound mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
Barring e-mail addresses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241
Configuring the e-mail settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243
Adding and deleting an e-mail server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
Setting up an auto-response . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
Setting up personalized signatures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
Configuring e-mail attachment directories . . . . . . . . . . . . . . . . . . . . . . . . . . 256
Running the Symposium Email Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . 259
Adding string filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262
Symposium Email Manager Memory Management utility . . . . . . . . . . . . . 263
7Symposium Web Center Portal Rules Administration 267
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268
Rule administration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
Keyword groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276
Creating a default rule. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281
Creating delivery failure rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
Creating rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292
Editing rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 302
8Symposium Web Center Portal Administrative tools 305
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306
Understanding user access classes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 307

July 2004 Contents
Installation and Administration Guide ix
Logging on to the Portal Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309
Managing skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312
Closed Reason Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 318
Managing users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 320
Changing passwords in Symposium Web Center Portal . . . . . . . . . . . . . . . 326
Administering customer details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 328
Configuring the Spell Checker feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330
Configuring the settings for Symposium Web Center Portal servers. . . . . . 334
Configuring the Address Book feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 338
9Managing Web Communications 343
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 344
Configuring Text Chat options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 347
Configuring chat log options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 351
Configuring Page Push . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 353
Sharing forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 357
Configuring Web On Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 359
Configuring Click Stream Tracking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 365
Changing the Web Communications timers . . . . . . . . . . . . . . . . . . . . . . . . . 368
10 Migrating and uninstalling 371
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 372
Migrating Symposium Web Center Portal . . . . . . . . . . . . . . . . . . . . . . . . . . 373
Installing the Database Migration Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . 376
Migrating the Symposium Web Center Portal database. . . . . . . . . . . . . . . . 382
Running the one-step database migration. . . . . . . . . . . . . . . . . . . . . . . . . . . 383
Running the two-step database migration. . . . . . . . . . . . . . . . . . . . . . . . . . . 397
Uninstalling the software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 417
11 Maintaining the database 427
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 428
Archiving and restoring Symposium Web Center Portal data . . . . . . . . . . . 429
Backing up and restoring the Symposium Web Center Portal database. . . . 435
Configuring a network database backup. . . . . . . . . . . . . . . . . . . . . . . . . . . . 445
System recovery and platform migration . . . . . . . . . . . . . . . . . . . . . . . . . . . 448
Purging the database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 450
12 Installing and configuring pcAnywhere 453
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 454

x Symposium Web Center Portal
Contents Standard 2.0
Installing pcAnywhere . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 455
13 Troubleshooting 465
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 466
Maintenance and diagnostic tools. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 467
Troubleshooting installation problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 469
Logging configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 472
Troubleshooting the Dynamic Transaction Handler. . . . . . . . . . . . . . . . . . . 476
Troubleshooting the database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 485
Troubleshooting the Portal Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . 499
Troubleshooting the Symposium Email Manager . . . . . . . . . . . . . . . . . . . . 500
Troubleshooting Web Communications . . . . . . . . . . . . . . . . . . . . . . . . . . . . 503
Troubleshooting the Sample Customer Interface . . . . . . . . . . . . . . . . . . . . . 508
Troubleshooting the Portal Agent Interface . . . . . . . . . . . . . . . . . . . . . . . . . 512
Troubleshooting the HDX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 514
Troubleshooting Internet Explorer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 515
Troubleshooting the Portal Desktop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 516
Troubleshooting archiving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 517
Recovering from a power outage during installation . . . . . . . . . . . . . . . . . . 518
AInstallation and configuration checklists 521
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 522
Installation sequence checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 523
Symposium Web Center Portal checklists . . . . . . . . . . . . . . . . . . . . . . . . . . 526
Sybase installation checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 529
Portal Server checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 530
Portal Administrator checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 532
Portal Agent Interface checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 533
External Web server checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 534
Symposium Web Center Portal configuration checklist. . . . . . . . . . . . . . . . 535
Portal Desktop checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 536
Email Manager checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 537
Pre-migration checklist. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 538
BSymposium Web Center Portal telephony
components 541
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 542
Symposium Web Center Portal Agent thin client and DTH application . . . 543
Symposium Web Center Portal and the call center environment . . . . . . . . . 547

July 2004 Contents
Installation and Administration Guide xi
CCustomizing the Customer Interface 551
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 552
Implementation of the Sample Customer Interface . . . . . . . . . . . . . . . . . . . 555
Using Java business objects in a Java application . . . . . . . . . . . . . . . . . . . . 563
Customizing the Sample Customer Interface . . . . . . . . . . . . . . . . . . . . . . . . 567
Customizing the Customer Interface for Web Communications . . . . . . . . . 574
DDashboard utility 591
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 592
User accounts and privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 593
Installing the Dashboard utility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 594
Using the Dashboard utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 601
Dashboard utility limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 608
Uninstalling the Dashboard utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 609
EInstalling the External Web server components
on Linux 611
Installing and configuring the External Web server on Linux . . . . . . . . . . . 612
FInstalling the External Web Server components
with JRun and IIS 625
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 626
External Web server checklist for IIS and JRun. . . . . . . . . . . . . . . . . . . . . . 627
Installing the Java 2 Standard Edition environment with IIS . . . . . . . . . . . . 630
Configuring IIS as your web server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 633
Installing JRun (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 639
Installing the Sample Customer Interface component . . . . . . . . . . . . . . . . . 646
Installing the Web Communications component . . . . . . . . . . . . . . . . . . . . . 655
Deploying the Sample Customer Interface on JRun. . . . . . . . . . . . . . . . . . . 663
Glossary 683
Index 699

xii Symposium Web Center Portal
Contents Standard 2.0

Installation and Administration Guide 13
Chapter 1
Getting started
In this chapter
About this guide 14
Skills you need 16
About Symposium Web Center Portal 17
What’s new in this release 21
Technical support 26

14 Nortel Networks Symposium Web Center Portal
Getting started Standard 2.0
About this guide
Introduction
The Nortel Networks Symposium Web Center Portal Installation and
Administration Guide provides step-by-step instructions to install and configure
Symposium Web Center Portal. This guide also provides administrative
procedures to maintain Symposium Web Center Portal.
Distribution of this guide
This document is available only in electronic .pdf file format on the
documentation CD-ROM that is supplied with the Symposium Web Center
Portal Release 4.0/SU05 software.
You can view this guide online using Acrobat Reader, or you can print the guide
in whole or in part for individual use.
Related documentation
Once you install Symposium Web Center Portal, to learn how to use the Agent
Interface, use the Nortel Networks Symposium Web Center Portal User Guide
for Agents and the Nortel Networks Symposium Web Center Portal User Guide
for Supervisors available on the documentation CD-ROM.
Online Help
Symposium Web Center Portal Release 4.0/SU05 software provides the
following online Help:
!Symposium Web Center Portal Release 4.0/SU05 Online Help for
Administrators
!Symposium Web Center Portal Release 4.0/SU05 Online Help for Agents
!Symposium Web Center Portal Release 4.0 Online Help for Customers
(Web Communications)

Installation and Administration Guide 15
July 2004 Getting started
Assumptions
This guide assumes that the following software is installed, configured, and
working correctly:
!Nortel Networks TAPI Service Provider 3.0
!POP3 compatible e-mail server
!LDAP on the e-mail server
!Symposium Call Center Server Release 4.2 with Service Update SU09
(NS040206SU09S) (or later) or Symposium Express Call Center Release
4.2 with Service Update SU06 (NS040206SU06S) (or later).
This guide does not provide installation or configuration instructions for these
applications. For instructions, refer to the documentation that comes with these
applications.
Additionally, this guide assumes that your switch and agent PCs are configured
for use with TAPI. For instructions, refer to your TAPI Service Provider
documentation.
Who should read this guide?
This guide is for system administrators and technical support personnel who are
responsible for installing, configuring, and administering Symposium Web
Center Portal.

16 Nortel Networks Symposium Web Center Portal
Getting started Standard 2.0
Skills you need
You must have knowledge of and experience with the following applications and
concepts to successfully install and configure Symposium Web Center Portal:
!telephony products
!database installation and configuration
!Microsoft Windows 2000 with Service Pack 4 installation and
configuration
!Nortel Networks TAPI configuration
!e-mail server installation and configuration
!Nortel Networks Symposium Call Center Server or Symposium Express
Call Center configuration
!Microsoft Internet Explorer 5.5 (or later) installation and configuration
!your network configuration
ATTENTION Only qualified information systems personnel should
perform maintenance and upgrading to this product.

Installation and Administration Guide 17
July 2004 Getting started
About Symposium Web Center Portal
Introduction
Symposium Web Center Portal Release 4.0 is part of Nortel Networks’
Symposium suite of applications. This product allows you to receive, route,
track, and respond to customer requests over the Internet.
Nortel Networks Symposium Web Center Portal is a client/server call center
application that expands call center e-mail capabilities to allow agents to view,
respond to, and track requests from the Internet. Unlike conventional e-mail
requests to a single e-mail account, Symposium Web Center Portal lists all of
your customers’ requests, and records all of your agents’ responses with the
initial request. This allows you to measure and control the volume of traffic from
the Internet. Supervisors and administrators can view real-time displays of call
center activities, as well as run historical reports.
You can use Symposium Web Center Portal with either Symposium Call Center
Server Release 4.2 with Service Update SU09 (NS040206SU09S) (or later) or
Symposium Express Call Center Release 4.2 with Service Update SU06
(NS040206SU06S) (or later).
For the purpose of this guide, all references to Symposium Call Center Server
also apply to Symposium Express Call Center unless it is explicitly stated
otherwise.
Symposium Web Center Portal features
Multiple ways to respond to your customers’ inquiries
Symposium Web Center Portal agents can respond to transaction requests
through a variety of media, including callback responses, e-mail, Internet text
chat, and form sharing. The agent desktop software for Symposium Web Center
Portal provides automation for these responses to eliminate repetitive actions,
such as addressing an e-mail or typing a common response in text chat. As a
result, it can reduce agents’ handling time, fatigue, and mistakes.

18 Nortel Networks Symposium Web Center Portal
Getting started Standard 2.0
The agent/client interface presents the agent with a browser-based graphical user
interface. Agents can use it to respond to customers’ requests over the telephone,
by e-mail, or over the Internet.
Reporting and real-time displays
Symposium Web Center Portal’s reporting provides transaction statistics for
skillsets. Real-time displays provide real-time statistics for Symposium Web
Center Portal transactions.
Dynamic Transaction Handler
The Dynamic Transaction Handler (DTH) converts web-based transaction
information into ACD calls. Symposium Call Center Server processes these
calls, and blends them with existing call center traffic. It works in push mode,
pushing the transaction to the agents, as opposed to pull mode whereby the agent
must select the transaction.
When a customer submits a web-based request or e-mail request to Symposium
Web Center Portal, the information is stored in the Symposium Web Center
Portal database. The DTH scans the database for any new unprocessed
transactions. When the DTH finds a new transaction, it creates a TAPI call to the
switch. This call is presented to the Symposium Call Center Server controlled
CDN or ACD DN (if you are using Symposium Call Center Server
configuration). Symposium Call Center Server can use the Host Data Exchange
(HDX) lookup to request the system to route the call to the appropriate skillset
or agent. The call with DTH-added data, transaction ID and mode, is blended
into the call center’s existing ACD call traffic. The call is then presented to the
appropriate agent.
Web Communications
The Web Communications feature allows agents and customers to communicate
over the Internet using text chat, page push, and form sharing.
Email Manager
The Email Manager feature integrates Internet e-mail messages into the
multimedia center agent’s work flow. E-mails are sent to the appropriate agent
using intelligent routing. E-mails are routed to an agent or group of agents
(skillset) based on an analytical search through the subject or body of an e-mail,
or both, for predetermined keyword(s), the originator, or destination address of
the e-mail.

Installation and Administration Guide 19
July 2004 Getting started
System components
Symposium Web Center Portal consists of the following seven components:
!Portal Server This component stores all call center activity. All incoming
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
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.
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
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
integration with the Agent Interface.
!Web Communications This optional component is installed on the
External Web server. It allows agents and customers to communicate using
the Internet.
!Sample Customer Interface This optional component is set up on the
External Web server. The Sample Customer Interface pages allow
customized web pages to interact with the Symposium Web Center Portal
database (sample pages provided).

20 Nortel Networks Symposium Web Center Portal
Getting started Standard 2.0
Symposium Web Center Portal components
Meridian 1/
Succession 1000
Switch
PSTN
Portal
Desktop Telephone
Customer
Portal
Desktop
Symposium
Call
Center
Server
TAPI
Server
ELAN
CLAN
Existing Call
Center Solution
Symposium Web Center Portal Portal Server
Email Manager
Transaction
Monitor
Portal
Administrator
DTH
Rules
Engine
IMH
OMH
Database
OA&M
HDX Client
Agent Interface
E-Mail Server
POP3
SMTP
DTH
Lines
External Web Server
Internet-based Customers
Web
E-mail Transaction
E-mail
Customer
Java Business
Objects
Web
Communications
Customer
Interface
Web
Customer