TAPI: How can i add/remove SkillSets using TAPI??

[diembi]

Hello,
My Telephony environment is composed by:
- Nortel Meridian
- S.Symposium.
- Symp. Tapi Service Provider.

I need the agent can be logged in one, or two, or three, or ... SkillSets and add/remove SkillSets while the agent is logged. Is possible do it with TAPI??

Thanks.

dmb

 

[chaldhanno]

u can do this with the symposium Call center server, and add agents and agents dont need to log out for changes to take effect.
Hope it helps
pankaj

 

[diembi]

Ok,
but i need do it through CTI.
I'm developing a CTI app where agent have a window where appear a icon for every service (skillSet). When the agent click in a icon he/she is logged in the skill asociated. For example: if the agent has 4 icons i need that he/she select one of them and in that moment send a TAPI invoke that log in that skillset.
I can't use the symposium Call center server to do that, is my application who must do it.

Thanks.

 

[borjomez]

TAPI does know nothing about skillsets, 'cause TAPI is the API, and skillset is just a NN call distribution solution.
However you can try other interfaces SCCS does provide.

 

[diembi]

Hello borjomez,
I know that don't exist any direct skillset tractment through TAPI. But is possible send a sentence via makeCall to Nortell that modifies the distributor groups in the skillsets. In other words, is possible use the phone manually and add/remove skills in Nortel Meridian environtment? I ask you this because in Avaya Definity is possible send a dial sentence that modifies the Skill adding/removing ACD groups.

Thanks a lot.

dmb

 

[borjomez]

maybe definity has embedded callcenter control utility? Symposium is the separate application on separate server, that's why no setup can be made using dialpad of the phone.

 

[diembi]

Thanks borjomez,
Do you know where can i found documentation about Nortel Meridian?

dmb

 

[diembi]

Sorry,
I forgot ask you other question.
The phones in a Meridian environment has a button to send dial numbers and letters while a call is active.
Can that dial execute actions?

Thanks

dmb

 

[borjomez]

documentation can be found on

http://www.nortelnetworks.com

 

[diembi]

ok, thanks