Nortel Symposium Agent Desktop Display 1

[GDCMike]

Hi,

We use Nortel Symposium 4.2 - so we must (somewhere) have the Web Server 4.5. We have been looking at some sort of Agent Desktop Display, and have looked at Symonview. However I am aware that Nortel ADD is on our cd (that we must have somewhere!)

Doeas anyone use ADD, and if so could you send me a couple of screen shots, as I cannot find any reference anywhere as to what it looks like. Also your views on how effective it is and how easy it is to administer would be greatly appreciated.

Thanks in advance,

Mike Healy.

 

[charliesp]

ADD comes included with the Web server software, and the setup .exe file sits on the web server. It picks up the same multicasts as the web client real time stats. To install you simply need the IP addresses of the Symposium server and the application server (i.e. web server). It looks like a mini LED board which will show information of the skillsets that an agent is logged in to. First of all you need to establish whether you actually have a web server, if you do look for a folder called ADD, the set .exe sits in it. I hope this helps

 

[sandyml]

Do you have a Web Client server installed?? ADD is a component of Web Client. Part of the ADD setup requires the IP address of your Web Client server and the Symposium server.

 

[tonyrico]

Hi,
It is a small window, about 2 x 3 inches, that stays on top(but can be minimized). An agent must log into the phone and log into ADD with the same passcode. It then shows the skillsets that particular agent is logged in to, and the following specific data per skillset

Agents not ready
In service agents
Calls waiting
Max wait time

It is a good and very basic tool for reps taking calls.

tonyrico

 

[DancingDave]

We had a requirement for agents to see info on other related skillsets, but not necessarily ones that they were logged into.

In order to do this we had a dummy agent logged in with say five skillsets and an agent ID of 12345. Anyone using ADD then logs in with id 12345. It meant that we also had to make a couple of changes to the scripts so that certain treatements were given when there was one agent logged in (ie. the dummy agent) rather than zero agents.