Nortel Networks 7400 - Manual (Page 180)

Symposium TAPI Service Provider 171
Customer Profile
Meridian 1 / Succession CSE 1000 / Meridian 1
ACD / Symposium Call Centre Server / Symposium
Express Call Centre customers requiring CTI
functionality to automate and simplify knowledge
worker and call centre staff tasks.
Defining Needs
• Do you need to integrate telephony events with
your business applications?
• Do you need to automate routine tasks and
empower agents with critical customer
information, from, say, a CRM database?
• Do you want to provide fast, efficient and
intelligent service to your customers?
• Do you want screen pops in your call centre?
• Do you want to dial numbers from a Microsoft or
other application?
• Do you need to unify your call centre and your
web portal together with multimedia agents?
• Are you planning to build a seamless multimedia
customer contact centre?
Typical Applications
Symposium TAPI Server Provider greatly improves
the cost and ease of implementing CTI and
multimedia solutions to the agent’s desktop
allowing the automation of common knowledge
worker tasks such as network co-ordinated screen
pops and agent desktop telephony control.
Symposium TAPI Server offers application-based call
routing and powerful open interfaces to
IVR systems that facilitate voice processing
integration.
With Nortel Networks TAPI Service Provider in place,
businesses can draw on any Microsoft TAPI-based
application on the market. For example,
administration users could be given access to
Windows applications such as Microsoft Outlook
dialling, while call centre agents may be given
desktop telephony tools to answer, make and
transfer calls.
Symposium TAPI Service Provider is a prerequisite
for Symposium Agent, Nortel Networks’ CTI solution
for agents’ desktops.
Key Points
• Comprehensive support of Meridian Link call
processing features
• Support for Call Centre agent functions
Symposium TAPI
Service Provider
Overview
In Symposium TAPI (Telephony Applications Programming Interface) Service Provider, Nortel Networks has
created a reliable, ‘open’ solution that makes it extremely cost-effective and easy to combine telephone and
computer applications on the desktop.
The Symposium TAPI Service Provider for Meridian 1 / Succession CSE 1000 is a multifunctional Microsoft TAPI
2.x and 3.0 compliant service provider that marries Microsoft TAPI 3.0 Application Programming Interfaces
(APIs) to the Meridian 1 / Succession CSE 1000. More simply, as its name suggests, Symposium TAPI Service
Provider is based on Microsoft ’s Telephony Application Programming Interface (TAPI). This is widely accepted
as the industry standard interface for current and future applications that bring together the computer and
the telephone – Computer Telephony Integration (CTI). Nortel Networks Symposium TAPI Service Provider acts
as the ‘glue’ that enables a business to bring together disparate systems and multiple customer touch points,
such as phone, email and the Web.
TAPI Application eg Symposium Agent
Microsoft’s TAPI
Symposium TAPI Service Provider
Connection to M1
(via Symposium Link or Direct Connect Option)