Nortel Networks 7400 - Manual (Page 181)

such as login, ready/not-ready, and agent
DN control
• Support for Fast Transfer for predictive dialling
applications
• Applications-based routing to allow TAPI
applications to route calls based on network
information such as CLID, DNIS
• Advanced integration with IVR systems
• Supports multi node call data transfers (allows
multiple TAPI SP enabled call centres to share the
call data generated during the caller's session so
that screen pop travels with the call and call
specific data is retained)
• Compatible with Microsoft TAPI 2,x and 3.0
on Windows 2000, and Microsoft TAPI 2.x on
Windows NT 4.0
• Integrates user provided data from IVR or
Meridian Mail with desktop enabled TAPI
applications such as Symposium Agent
• Monitor and control call centre agent
set features
• Easy administrative GUI
• Dynamic TAPI database associates agent desktop
and phone set at login
• Supports any TAPI compatible application such as
Microsoft Dialler and Outlook dialling
• Integration of Meridian 1 / Succession CSE 1000
telephony capability with Windows based
business applications
• Enables business application automation based
on carrier call data and / or user provided call
data from IVR
• Compatible with the range of Nortel Networks
Meridian telephone sets including call centre
agent sets, IP sets and IP soft phones
Features and Benefits
Microsoft TAPI is a telephony API provided with the
Windows operating system that is recognised as one
of the leading industry standards for current and
future Computer Telephony Integration (CTI)
applications. Microsoft TAPI enables and greatly
enhances the way personal computers and phones
interact in a way previously only possible through
proprietary API's from different switch vendors. In
order to interface with Microsoft TAPI, each switch
vendor must develop a TAPI Service Provider (SP)
that translates the switch commands into a
standard, TAPI compatible format. This allows
customers and developers to focus on the desktop
applications and not the "plumbing."
Together, Microsoft TAPI and Nortel Networks
Symposium TAPI Service Provider allow the
telephony capabilities of the Meridian 1 / Succession
CSE 1000 to be easily and very cost effectively
integrated with Windows-based business
applications, such as Symposium Agent. Using 3rd
party call control, applications running on Windows
NT 4.0 servers (with connections to Windows
95/98/NT workstation clients via the LAN) can
monitor and control Meridian 1 / Succession CSE
1000 telephones.
Nortel Symposium TAPI Server can be implemented
via Symposium Meridian Link Services/Symposium
Call Centre Server, or can be Direct-Connected to the
Meridian 1 / Succession CSE 1000 ELAN. Nortel
Networks supported products using TAPI Service
Provider 2.3.1 are :- Symposium Agent 2.3, and the
Symposium Communications Driver for Siebel 7 that
will be available from January 2003. TAPI Service
Provider 2.3.1 is compliant with SAPphone R/3
from SAP. By providing connectivity to the worlds
leading CRM suppliers (including Siebel and SAP)
Nortel Networks are helping to reduce the cost of
providing knowledgeable customer care.
The use of Microsoft-based standards provides
agents with the familiar graphical user interface
with which they feel immediately comfortable; while
for the business, rapid deployment and easy,
centralised administration from a web-browser
ensures lower cost of ownership in the years ahead.
Tasks such as accepting incoming calls or making
outbound calls can be made easier and more
productive with simple TAPI enabled CTI
applications such as basic screen pops and simple
dialling tools.
Ordering Information
For further information, please contact your local
Nortel Networks Representative.
172 Symposium TAPI Service Provider