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

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

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