Nortel Networks 7400 - Manual (Page 167)

• Supports application integration via OLE, DDE or
Keystroke Emulation
• Windows 2000 and NT backwards compatible for
both the desktop client and server components
Features and Benefits
Symposium Agent maximises the efficiency of the
agent through desktop consolidation and soft phone
integration, putting information at the agents’
fingertips allowing them to focus on addressing
customers’ needs rather than collecting customer
information. Agents can even make and receive
phone calls by a simple point and click of the mouse
with Symposium Agents’ desktop telephony
capability.
Symposium Agent is a key component of
Nortel Networks strategy for helping users
transition their existing call centres into
sophisticated Customer Contact Centres. When used
with Web response applications it allows agents to
easily call back web form or email senders.
Symposium Agent 2.0 uses standards-based
technology, the latest Internet technology, client-
server architecture and Microsoft Telephony API
(TAPI) which are bundled with Windows NT/2000, to
deliver the following powerful features:
• AgentExplorer – a framework for all the following
features, it unifies the agent desktop access to all
Symposium Agent functions in a browser-based
Graphical User Interface that is familiar and easy-
to-use
• Dial Wizards – a basic outbound call application
that can launch a dial wizard from a redial list, a
clipboard or a quick menu from which you are
able to access personal and LDAP-compliant
corporate directories
• AgentMessaging – agents can enter text based
messages or comments after the call has been
answered that can follow a transferred call locally
or across the network
• AgentMobility – agents can log on from any desk
within the call centre. When the agent logs on,
the Symposium Agent application validates the
user, performs software version synchronisation
and downloads user preferences and call
handling rules to the agent's client PC
• AgentCompass - integration module used for
building powerful workflow solutions using
standard Web-authoring tools such as Microsoft®
FrontPage™, Active Server Pages™, PERL, ™ CGI™
and ISAPI™. HTML/Web-based interfaces can be
used to automate information access and assist
agents through complex transactions.
• AgentTelephony - control telephony functions
from the PC (login, logout, not ready, dial,
conference, transfer, hold, answer and release).
Point and click access from AgentTab
• AgentTabs - customise and automate links to up
to 14 Web-enabled applications simultaneously,
save and share valuable desktop space
• AgentLog - call events, agent activities and
individual notes that an agent may make about
a call are logged and stored on the server by
Symposium Agent (AgentLog). This information
is maintained in a standards compliant database
allowing it to be merged with external data
sources such as Symposium Call Centre Server
to create custom reports
158 Symposium Agent
Ordering Information
For further information, please contact your local Nortel Networks Representative.