Nortel Web Center Portal User manual

Nortel Networks Symposium Web Center
Portal
Planning and Engineering Guide
Product release 4.0/SU05 Standard 2.0 July 2004
297-2183-115

Nortel Networks Symposium Web Center Portal
Planning and Engineering Guide
Publication number: 297-2183-115
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, Meridian, Meridian 1, Succession, and
Symposium are trademarks of Nortel Networks.
ADOBE, ACROBAT, and ACROBAT READER are trademarks of Adobe Systems Incorporated.
APACHE is a trademark of Apache Micro Peripherals, Inc.
MICROSOFT and WINDOWS are trademarks of Microsoft Corporation.
PCANYWHERE is a trademark of Symantec Corporation.
SYBASE is a trademark of Sybase, Inc.

Planning and Engineering Guide v
Publication history
July 2004 The Standard 2.0 version of the Nortel Networks Symposium
Web Center Portal Planning and Engineering Guide, Release
4.0, is released.
November 2003 The Standard 1.0 version of the Nortel Networks Symposium
Web Center Portal Planning and Engineering Guide, Release
4.0, is released.

vi Nortel Networks Symposium Web Center Portal
Publication history Standard 2.0

Planning and Engineering Guide vii
Contents
1Getting started 9
About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
About Symposium Web Center Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Planning your Symposium Web Center Portal system. . . . . . . . . . . . . . . . . . 20
What’s new in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
2Planning and engineering 23
Windows networking requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
System network configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
E-mail server requirements for Symposium Web Center Portal . . . . . . . . . . 30
Engineering the switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
TAPI requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Contact center planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
External Web server integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Planning the Dynamic Transaction Handler. . . . . . . . . . . . . . . . . . . . . . . . . . 59
TAPI license requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
DTH traffic model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Other parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Symposium Web Center Portal database and disk capacity. . . . . . . . . . . . . . 69
Symposium Web Center Portal Performance Tool. . . . . . . . . . . . . . . . . . . . . 72
ATelephony calculations 75
Using Erlang B . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Glossary 77
Index 87

viii Nortel Networks Symposium Web Center Portal
Contents Standard 2.0

Planning and Engineering Guide 9
Chapter 1
Getting started
In this chapter
About this guide 10
Skills you need 12
About Symposium Web Center Portal 13
Planning your Symposium Web Center Portal system 20
What’s new in this release 21

10 Nortel Networks Symposium Web Center Portal
Getting started Standard 2.0
About this guide
Introduction
This guide includes the engineering guidelines that will help you to successfully
prepare for the installation of Symposium Web Center Portal.
Distribution of this guide
This document is available only in electronic Portable Document Format (.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
To install Symposium Web Center Portal, refer to the Nortel Networks
Symposium Web Center Portal Installation and Administration Guide.
To learn how to use the Agent Interface, refer to the following guides, which are
available on the documentation CD-ROM:
!Nortel Networks Symposium Web Center Portal Installation and
Administration Guide
!Nortel Networks Symposium Web Center Portal User Guide for Agents
!Nortel Networks Symposium Web Center Portal User Guide for Supervisors
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